granit customer satisfaction survey highlights 2015
TRANSCRIPT
![Page 1: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/1.jpg)
Customer Satisfaction Survey Highlights 2015
![Page 2: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/2.jpg)
We take customer satisfaction very seriously at Granit.
Along with ongoing checks during every project, we also conduct an annual survey of our clients. This allows us to understand what we are good at and identify areas we need to improve upon.
The following shows the highlights from 2015’s annual survey.
![Page 3: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/3.jpg)
90% of clients felt Granit provided what they expected from an architect.
![Page 4: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/4.jpg)
90% of clients felt Granit clearly explained their fee structure and terms of appointment.
![Page 5: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/5.jpg)
91% of our clients rated us 4 or 5 out of 5 for our level of professional knowledge.
![Page 6: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/6.jpg)
80% ranked us 4 or 5 out of 5 for creativity, a number we will certainly look to work on this year.
![Page 7: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/7.jpg)
On average our clients consider Granit’s communications to be “extremely clear”.
![Page 8: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/8.jpg)
On average our clients gave us an average satisfaction rating of 4.1 out of 5.
![Page 9: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/9.jpg)
86% of our clients would re-employ Granit for their next building project.
![Page 10: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/10.jpg)
71% of our clients said they are likely or extremely likely to refer us to family friends or others.
![Page 11: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/11.jpg)
How did we compare to last year?We saw a small improvement in overall customer satisfaction. However one of the key metrics we look at is Net Promoter Score. This show how likely a customer is to refer us to friends, family or others.
Over the course of the year our Net Promoter Score has improved from 50 to 70 out of 100, a very positive 20% improvement.
![Page 12: Granit Customer Satisfaction Survey Highlights 2015](https://reader035.vdocuments.us/reader035/viewer/2022070522/58eddabc1a28ab8d0e8b464b/html5/thumbnails/12.jpg)
Thanks for reading. You can find out more about our customers’ experiences of working with Granit on our website here.