Customer satisfaction in building construction contracting reached a record high in the EPSI Rating survey, also compared to other industries. Professional clients in both the private and public sectors are, on average, very satisfied with their main contractors.
The second annual survey of building construction contractors showed a customer satisfaction index of 80,6 at the industry level. This is higher than the 78,8 result for new residential construction last year, which measures consumer experience, or the average of 72,3 for other B2B industries. The EPSI Rating index is produced on a scale of 0–100, where over 75 means very satisfied.
The customer experience for professional clients is a combination of several factors, with collaboration, dialogue and project flow being crucial. A key factor is on-time delivery, which had improved from 56 percent the previous year to 86 percent.
“The results suggest that construction companies have invested extensively in project management and predictability of implementation,” said EPSI Rating Finland Country Director Heidi Laitinen says.
The assessment of the quality of products and services had increased since last year, and the industry average exceeds 82 index points.
According to the underlying force analysis, the importance of environmental awareness and responsibility in customer satisfaction has increased. According to Laitinen, environmental responsibility is becoming part of core business and reflects a broader perception of the quality and capability of the operator.
This time the comparison included Hartela, Peab, Skanska and YIT. Of these, Hartela came in first, as in the previous year, after achieving commendable results in several areas of customer experience. Its customer satisfaction index was as high as 84,1. All companies participating in the comparison achieved excellent results.
The industry results now also include the Other group, which has a lower estimate than the companies participating in the comparison. However, the results for the Other group are indicative due to the small sample size.
EPSI Rating Building Construction 2025 The subject of the study was in the years 2024 - 2025 large projects completed in various parts of Finland, such as schools, hospitals, office premises and rental houses, which were tendered or implemented as negotiated contracts. The distribution of building and contract types varied by company. The study first carried out quantitative data collection, based on which a more in-depth qualitative study was carried out. A total of about one hundred client representatives and end users of completed projects were interviewed in the study. EPSI Rating is an independent and non-profit academic organization.
See also
- EPSI Rating Building Construction 2025 results summary (pdf)
- EPSI Rating New Home Construction Customer Satisfaction Survey
Additional information
Heidi Laitinen, country director, EPSI Rating Finland, tel. 050 406 8796, heidi.laitinen@epsi-finland.org
Merja Vuoripuro
Director, Communications and Responsibility
merja.vuoripuro@rt.fi +358 40 587 2642Confederation of Finnish Construction Industries (CFCI)