Our annual Customer Satisfaction Survey review: How we’re performing through the eyes of our customers.
At Gratte Brothers Group, we place paramount importance on understanding our clients’ needs and continually improving our services. We collect ongoing Customer Satisfaction Surveys (CSSs) to learn what our customers think of our service. Once a year, we review the total surveys collected to analyse any trends that may emerge.
In line with this commitment, we are pleased to share the results of our recent annual review of Customer Satisfaction Surveys (CSSs) conducted across our Group companies; Building Services & Engineering, Security Systems & Software, Foodservice Solutions, and Building Services Maintenance.
Performance Highlights
Building Services & Engineering
- Average Annual Score: 8.09
- Top Performing CKPIs:
- Design Communication: 10.
- Standard of Site Supervision, Flexibility, and Non-Confrontational all received average scores of 9.75.
- Areas for Improvement: Record Drawing Time received the lowest average score at 7.
- Our biggest risers this year:
- Design Overall: +1.33
- Design Documentation: +1
Security Systems & Software
- Average Annual Score: 8.9 (an +11% increase on last year)
- Top Performing CKPIs:
- Design Communication: 10
- Tender Communication: 9.75
- Tender Information & Commissioning: 9.5
- Tender Communication followed closely with 9.75, and Tender Information and Commissioning at 9.5.
- Areas for Improvement: Communication was our lowest scoring category, with an average score of 7.5.
- We received a +20% increase in uptake of CSSs.
Foodservice Solutions
- Average Annual Score: 9.3.
- Every category scored an average of 9/10 and above.
- Top Performing CKPIs:
- Environmental Management: 10
- Design Innovation: 10
- Our lowest scoring CKPI was 9. This score was received for 11 categories.
Building Services Maintenance
- Average Annual Score: 8.8
- Top Performing CKPIs:
- The Help Desk: 9.3,
- Communication: 9.1,
- Contract Management: 8.9.
- Our lowest score was still a promising 8.1/10.
Moving Forward
We are continually collecting customer satisfaction surveys, and as we move into the next period, our focus will be on refining our survey processes, increasing the number of surveys conducted, and ensuring that we gather comprehensive and diverse feedback. By doing so, we aim to continuously enhance our services and exceed our clients’ expectations.
We look forward to building on these insights and driving further improvements across the Group, ensuring that Gratte Brothers remains at the forefront of delivering exceptional service.
