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Customer Requirement Surveys

BBCEL have used the research survey output provided by Maven to better understand customer requirements and where highlighted by the customer action has been taken to improve customer perception. Closing the gap in meeting customer expectations.

Maven has demonstrated a good understanding of Balfour Beatty's requirements and business objectives. Effective project management and on time, accurate reporting are some of the benefits perceived by our organisation.

Balfour Beatty Civil Engineering (BBCEL) delivers engineering excellence through cost efficient, value for money, customer focussed solutions from minor works through to major infrastructure projects. It offers a wide variety of services to clients ranging from construct only works contracts to complex asset-based service-driven solutions.

In support of customer principles and effective customer management Balfour Beatty established a requirement to gain improved understanding of their customer requirements. Through understanding customer requirements BBCEL are able to focus their service delivery and management of relationships in appropriate areas.

From outset Maven worked with the BBCEL team to gain understanding of BBCEL business challenges, Maven provided a comprehensive response to BBCEL requirements with an appropriate research methodology. The research and methodology set out to achieve set objectives. Some of these are listed below:

• To determine and prioritise customer expectations of BBCEL services
• To measure customer perceptions of the service they receive against their expectations
• To compare differences between various customer groups
• To highlight opportunities for service design and introduction, value added provision, best practice and process intervention, to provide a framework for the BBCEL marketing team to provide and facilitate future improvement

The requirement was then extended to their suppliers, as BBCEL were seeking to achieve improved relationships across all interfaces with their business.

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