Customer satisfaction

Project Description

Based of consumer insights, our client wanted support implementing a customer-focused culture. We worked through a 9-step process to ensure involvement throughout the entire company. By way of anecdote,  a key success factor for the project was to get the construction workers to see their work and the construction site from the views of the customers. As an example, all apartments had names and a picture of the family moving into the apartment on the kitchen wall. This helped the workers to visualize for whom they where building the home for.

Result
Improved customer and employee satisfaction.