FM Conway - Customer Experience Vision

All Great People

CUSTOMER EXPERIENCE

INTRODUCTION

A customer experience vision is an aspirational statement on how a business has chosen to service its customers. It is a standard that employees and subcontractors should be able to strive for, and a banner that the business can look to when making decisions that will affect customers. A well established and clearly communicated vision will inspire action at every level within the business.

OUR VISION

To be the leading family infrastructure business delivering a better society through collaboration, protection of resources and continued investment in self-delivery

OUR MISSION

To transform the built environment using sustainable, innovative, self-delivered, quality services; working together as a family with our people, our customers and our communities

OUR VALUES

Care Innovation Excellence Integrity

CLIENT AND CUSTOMER

Our clients and customers are different stakeholders that can be identified as:

Clients are businesses that buy our services. We work for them and are paid by them to deliver their improvement works.

Customers are businesses that purchase goods from us, such as asphalt.

We also recognise that whilst we are providing a service for our clients, it is ultimately to their customer who can be described as the local community. We must demonstrate to our clients that everything that we do is for the benefit of the local community and must be delivered in a way that is acceptable to them. What is important to our clients and customer? Cost; quality; trust and transparency; integrity; low carbon; technology; minimum disruption; on time; positive customer feedback; collaboration; key contacts; metrics; value; reputation for innovation/pioneers (v important to be recognised for this), that we add social value What is important to their customers? Minimal disruption (almost better not to be seen); advance notice; information; access to information; polite workforce; visible progress; consideration; feedback, clean sites, green initiatives, support for queries/concerns

CUSTOMER EXPERIENCE VISION

Ensuring every interaction is a step towards an improved society

OUR CUSTOMER PRINCIPLES

1. Best solution – we will always look to deliver the best solution for our customers. This involves early engagement with clients with a clear agreement of what the vision is to ensure the best possible outcome, with best value and minimal disruption for customers 2. Innovation – we understand that the best solutions will come through continual improvement and with ‘innovation’ as one of our core values it is embedded in all that we do 3. Communication and collaboration – we recognise that early engagement, clear and consistent communication and access to the right information is key in the successful delivery of works 4. Customer Service – ‘great people : great work’ underpins our daily activities and approach to every project/task. Our trained people will endeavour to deliver the best customer service and where identified through feedback and review we will implement improvements 5. Environment – the protection of natural resources will always be our priority. Our continued commitment to best environmental practice from carbon reduction through to the use of recycled materials will always be at the forefront of our activities 6. People – we believe that people make the difference. Our people/key workers will treat all people with care whilst acting safely with integrity and excellence to deliver vital infrastructure improvements 7. Communities – we will strive to ensure that every action we take helps to deliver an improved society. We remain committed to measuring our social impact so that we can understand, improve and demonstrate how we are making a difference

CUSTOMER EXPERIENCE

EXCELLENCE Great people delivering great work, always

CARE As a family business we act with care and compassion

INNOVATION Our passion is to always find a better way

INTEGRITY A business committed to doing the right thing