FM Conway - Customer Experience Vision

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