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The formality of the feedback process is largely dependent upon company size, amount of repeat business, and
primary type of work. Large firms, contractors operating primarily in the private sector, and those with a majority of
their work from repeat customers have a more structured and formal process. However, regardless of company size,
percentage of repeat business, or type of work, top performers have a feedback process that relies heavily upon
personal contact and communication with the project owner and/or their representative.
Top performers recognize that each customer has unique needs and expectations. As a result, they make a concerted
effort
to
identify
customer
expectations
through
direct
discussions
with
the
owner
and
participation
in
preconstruction meetings with the owner and their team prior to the start of the project.
Once expectations are established, top performing contractors solicit feedback on a regular basis. Leadership of
these firms is readily accessible to their customers. Senior management and company ownership of the contracting
firm are directly involved in the process. They stay ‘close’ to their clients and
solicit feedback at every stage,
including subsequent to project completion. Feedback is shared openly with the project team and low satisfaction
with any facet of perf
ormance commands quick and decisive action. With the top performers, the client’s needs are
an organizational priority.
The survey instrument utilized to gather data for this research may be viewed below. For detailed statistical data
analysis, please contact Dr. Dennis Bausman at dennisb@clemson.edu.
References
Anderson, E. W., Fornell, C., & Rust R. T. (1997). Customer satisfaction, productivity, and profitability: Differences
between goods and services. Marketing Science, 16(2), 129-145.
Bausman, D. C. (2001). US construction: An industry perspective. The American Professional Constructor, 25(2),
2-10.
Bausman, D. C. (2003). Strategic planning best practices. Associated Schools of Construction International
Proceedings of the 39
th
Annual Conference.
Bausman, D. C. (2004). The strategic planning practices of top performers. The American Professional Constructor,
28(2), pp 3-11.
CFMA (2007).
CFMA’s 2007
construction industry annual financial survey.
Denove, C. & J.D. Power IV (2006). Satisfaction: How every great company listens to the voice of the customer.
Penguin Group: USA.
Johnson, M. D. & Gustafsson, A. (2000). Improving customer satisfaction, loyalty, and profit: An integrated
measurement and management system. Jossey-Bass Inc.: San Francisco, CA.
Maloney,
W.
F.
(2002).
Construction
product/service
and
customer
satisfaction.
Journal
of
Construction
Engineering and Management. 128(6) 529.
US Census Bureau
Questionnaire on the Customer Feedback Process for Your Firm
Which of the following geographical designations best describes your firm’s
area of operation?
Global
National
Regional
State-wide
Local
What was the 2007 annual volume (millions) of your company? <
$10m __ $10-50m __ $50-250m __ >$250m
__
Section I: General Information