Customer satisfaction has been crucial to our impressive growth and we strive to exceed our customers’ expectations on every project we work on.For Beard, providing a consistently excellent, customer-focused service throughout a building project is as important as delivering on time and to programme. To achieve this we have invested in developing quality procedures to make sure that we match our customers’ expectations and that our workforce understand these standards.
All Beard employees are trained in Customer Care, with a bespoke course covering every aspect of our service delivery, and specifically focused on how we achieve our objectives of ‘Prompt and Faultless Delivery’ on all projects. All new starters receive this course as part of their induction.
Performance based bonuses are tied to customer satisfaction and quality delivery, resulting in a workforce that is highly motivated to achieve our targets.
At the outset of each project, the Project and Site Managers interview the customer and consultants to collect their ‘key drivers’ - the aspects they would like Beard to particularly adhere to. These are reviewed at regular intervals and displayed in all site cabins as a reminder of our commitment to delivering these key drivers.
After handover, a Beard employee independent of the project team interviews the project stakeholders to gain a perspective of the project’s success. The results of this are discussed at internal review meetings and published as part of our Balanced Scorecard and Board Report.
On particularly large or long running projects, interim reviews take place to discuss Beard’s ongoing performance, this allows us to rectify any issues for the remainder of the contract.
Importantly, we ensure that learning is fed back to Beard’s knowledgebase; best practice and lessons learned are publicised internally, forums are held with Project and Site Managers to share this knowledge and procedures and guidelines are amended to reflect this learning.
Sister Lesley O’Sullivan, Elmthorpe Convent
Project: A new twelve-bed convent in Oxford