Professional clients in both the public and private sectors are, on average, very satisfied with the performance of main contractors and the quality of construction. This is evident from the Building Construction 2024 survey developed and implemented by EPSI Rating.
The average customer satisfaction index of the companies participating in the study was 75,8, with 75 index points being the threshold for very good customer satisfaction. The result is in line with EPSI's previous new home construction studies, which have examined the views of consumers who have purchased a new home.
“The view of professional subscribers is based on long-term experience, demanding and critical. This makes the research results particularly meaningful”, EPSI Rating Finland Country Director Heidi Laitinen says.
According to the results, professional developers' experience of quality is at a high level. Three out of four respondents were very satisfied with the quality of products and services and the value for money. Approximately one in ten respondents were dissatisfied.
Communication is strongly correlated with customer satisfaction
“EPSI analysis highlights areas where companies can improve their operations and rise to the next level,” Laitinen says.
The results in different areas of customer satisfaction showed more variation than in consumer customer assessments. According to Laitinen, the consistency of the customer experience in particular needs to be strengthened. Good practices such as regular communication, transparent additional work processes and clear role assignment are not yet implemented across the board.
"In particular, adequate communication clearly increases both customer satisfaction and willingness to recommend. Those customers who were very satisfied with the communication also gave the best ratings and were willing to recommend the company."
Hartela took the top spot in the survey, narrowly beating second place. Hartela performed commendably in several areas of customer experience. Its customer satisfaction index of 81,7 is clearly above the industry average. NCC, Peab and Skanska also participated in the survey.
"Every company that participated in the study managed to exceed very high score limits in several areas of the study, which shows that Finnish building construction contracting is high-quality and customer-oriented," Laitinen sums up.
EPSI Rating Building Construction 2024
EPSI Rating Building Construction 2024 -tThe subject of the study was in the years 2023–2024 to different parts of Finland graduates, competitive or negotiated contractslarge projects such as schools, hospitals, office buildings and rental houses. The distribution of construction and contract types varied by company. The study first conducted quantitative data collection, based on which a more in-depth qualitative study was carried out. The study were interviewed about a hundred in total subscriber representativeaa and end users of completed projectsäs. EPSI Rating is an independent and non-profit academic organization.
See also
- EPSI Rating Building Construction 2024 Results Summary
- EPSI Rating New Home Construction Customer Satisfaction Survey
More information
Heidi Laitinen, country director, EPSI Rating Finland, tel. 050 406 8796, heidi.laitinen@epsi-finland.org
Merja Vuoripuro, director of communications, Rakennusteollisuus RT, tel. 040 587 2642