1. To identify what their customers expect and value at the different stages of interaction with them

2. To gain insight into how their customers currently feel about the customer experience they are receiving, why they feel the way they do and how this impacts on their customer loyalty

We conducted in-depth telephone interviews to capture the valuable data that was used to improve the business in a number of different areas:

• The customer feedback was used in training to help employees understand what customers expected from them at the different stages of a construction project. Gleeson Building then introduced new service behaviours and standards and re-focused the whole organisation to meet those expectations.

• The data identified the key business processes that Gleeson Building need to review and change in order to support their people in improve their customers experience.

• This greater insight into their customers emotional needs and what aspects of their service they really valued helped the account managers to develop a stronger approach to managing their client relationships. Staff understand how to build stronger win/win business partnerships and increase their customers loyalty.

• The leaders introduced a new programme for measuring and rewarding the delivery of great customer experiences.

• Having identified what mattered most to their customers, Gleeson Building were then able to measure the companies’ performance in these areas on an ongoing basis with a new restructured customer experience survey.

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