Customer experience

Listening to, speaking with and investing in clients is a priority. Exceeding customer expectations is the best way to win new and repeat business.

To help drive our customer strategy, we joined the Institute of Customer Service (ICS) in 2014 – a forum that shares ideas and initiatives to improve customer service experience in the UK. We went on to support the ICS in establishing an all-party Parliamentary group on customer service and attended the inaugural meeting in the Houses of Parliament.

We measure satisfaction through the Net Promoter Score (NPS). This international standard allows us to measure customer satisfaction and benchmark performance against other organisations, based on how likely customers are to recommend Carillion’s services. NPS scores range from –100 to +100. Carillion scored +37 in 2014 (up from +33 in 2013), comparing very favourably with other companies in our market sectors and giving us first-hand feedback and information to continue improving the services we provide for our customers.

Our Sheffield-based Customer Experience Centre is a centre of excellence. It provides a wide range of contact and administration services for customers and internal teams including facilities management and support helpdesks and international safety reporting.

Our hospital is one of the best for cleanliness

Patients have rated Darent Valley Hospital as among the best in England for cleanliness. Recent results from the annual Patient-Led Assessments of the Care Environment reflect how the environment at the hospital supports patient privacy and dignity.

Cleanliness, food and building condition are now above the national average, with scores for cleanliness in the upper quartile for England. Food provision as also commended since the Carillion team introduced fresh soup, improved the presentation and quality of sandwiches and salads and amended the ordering system so that more patients were able to receive their first-choice meal.

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Facilities Management Supplier of the Year

In 2014, we won the Facilities Management Service Provider of the Year at the British Institute of Facilities Management Awards, in recognition of the outstanding service delivery and excellence provided on our long-standing contract with Centrica and British Gas.

Since 2002, we have worked extremely hard to build a true partnership and introduced a business model specifically tailored to the client, ensuring we meet the needs of their people and the environment. The award acknowledged Carillion’s training, customer service and implementation of an effective single Facilities Team. The team unites 600 individuals from seven supplier organisations and is driven by shared behaviours, values and commitments to benefit Centrica and British Gas.

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Client–contractor awards

Carillion Alawi was named Contractor of the Year at the Construction Week Oman Awards 2014 in the Grand Hyatt Muscat. The award recognised Carillion’s ability to deliver projects within tight timescales, while maintaining a zero tolerance approach to accidents. It has also managed to maintain a steady growth despite challenging markets in recent years.

In the UK, the Library of Birmingham was named Construction News Project of the Year (over £50 million). Judges praised client–contractor collaboration through the six-year project. The library was also shortlisted by RIBA Chartered Architects for the prestigious RIBA Sterling Prize for the best building in the UK.

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Highways Agency unveils top suppliers

The Highways Agency announced Carillion as winners of the Customer Experience Award as part of its Supplier Recognition Scheme. The award recognised our work to involve the local community during the A23 Handcross to Warninglid scheme.

We also received the Supply Chain Management Award as part of a Collaborative Procurement Working Group by implementing effective strategies through the supply chain to avoid road-user delays.

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+37 Net Promoter Score
(2013: +33)

1m calls, emails, SMS and social media contacts taken by our Customer Experience Centre each year

The improved results have been achieved through hard work by both the Trust and ourselves providing the facilities management services. We are extremely happy with these results and this is testament to the partnership approach that we have with Carillion.”

Chris Forster, Director of Estates and Facilities, Darent Valley Hospital

£11.6m/95,000t of CO2 saved for our customer the Ministry of Defence, over the last three years

Bouchier Carillion has the right attitude to take risks and make it win-win. We have work that needs to be done and they have a workforce that can do it. They understand what the client wants and they try to execute it to the best of their abilities to make sure we’re happy. It’s mutual – they do work, we pay them fair value. But it’s an open relationship and very transparent. We only succeed with both of us.”

Chad Beaton, Manager, Facilities and Services, Canadian Natural Resources Limited

Carillion plc, Company No. 3782379. Registered Office: Carillion House, 84 Salop Street, Wolverhampton WV3 0SR. Place of Registration: England and Wales

Copyright 2015 Carillion plc

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