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[June 2003]
Customer Satisfaction Studied in CPA Report
The UK's Construction Products Association (CPA) has published the results of this year's Construction Products Industry Key Performance Indicators, which allow individual companies or sectors to measure, monitor and improve their performance by benchmarking themselves against the rest of the industry.
Commenting on the results, Rita Singh - the CPA's Policy Development Executive - said: "The results show that over 80% of the 1,000 customers (including contractors, clients, builders' merchants and specialist contractors) surveyed were satisfied with the quality of the construction product and the reliability of its delivery. The industry also scored well on value for money, with over 80% of the customers interviewed satisfied with their completed orders.
"Whilst there is much to encourage the industry in the results of these surveys, there is also scope in all areas for further improvement, and we expect to see even better results when the next series of CPI KPIs are publicised in twelve months time," said Rita Singh.
The 2003 results show how the construction products industry performs in three key areas: customer satisfaction, environmental, and people issues. After consultation with industry, a total of 15 indicators were developed to address the core business values of manufacturers:
Customer Satisfaction: product quality, delivery reliability, sales advice, after-sales service, value for money.
Environment: energy consumption, water use, waste reduction, transport movement, packaging management.
People: sickness absence, training, qualifications, equality and diversity.
The CPA is encouraging the wider construction industry to use these indicators as a performance measurement tool, removing the need for manufacturers and suppliers to complete individual and time consuming questionnaires for each of their potential customers.
ENDS