This presentation shows the high and low lights of Granit's annual customer satisfaction survey, conducted during December 2018 and January 2019.

1. Customer Satisfaction Survey Results 2019

2. We take customer satisfaction seriously, not only to gauge
levels of customer happiness but also to identify areas for
improvement. We think asking for feedback is a crucial part of
delivering great work. Some refer to it as fearless listening. We
think it’s common sense. Read on for a summary of the results
of our latest survey, completed during December 18 - Jan 19.

3. 93% of our clients told us they
are satisfied or very satisfied
with the service they received.

4. Most of our customers told us we are highly responsive,
knowledgeable, professional and creative…
1 = not at all
5 = highly
0
1
2
3
4
5
6
7
8
9
10
Responsive Knowledgeable Professional Creative
1 2 3 4 5

5. 80% of our clients told us they received the service they expected
when they appointed us. But here’s are the areas they told us we
need to improve:
Some confusion on roles and responsibilities in respect of quantifying and
ordering goods.
More attention to detail.
Sometimes we felt communication was a little lacking.

6. We asked about how clearly we communicate.
93% rated our communication as good or very good.

7. We asked if clients clearly understood
our fee structure and terms of
appointment. 93% told us they did.

8. We asked how well we managed
the service we provided. 86% of our
customers told us it was good or
very good.

9. But, again here’s how our clients told us we could do better:
More communication. Proactive problem solving and communication of
options, cost implications and trade offs. More timely responses.
Clearer direction on what I needed to do.
Very occasionally communication slows down. The building process is
not yet underway… we are confident it will all go as smoothly as can be
reasonably expected.
More optimistic pricing prior to development of ideas

10. 93% of our clients told us they would consider
employing us again for their next project. A slight
improvement on last year.

11. We also monitor our Net Promoter Score by asking
‘how likely are you to recommend Granit to friends
and family?’ We scored a very healthy +60.

12. Overall, how did we do?
We’re very pleased with the feedback and in
particular the improvements we’ve made in
priority areas from previous years. But, there is
always room for improvement.

13. We’re going to focus on improving
communication with our clients this year,
specifically:
1. How we explain what’s required of our
clients throughout the process.
2. How often we provide progress updates.

14. Thanks to everyone who took part in the survey.
To find out more please contact us here:
+44 (0)20 7924 4555
www.granit.co.uk