Customer Satisfaction Top Concern

According to a published survey, construction companies ranked customer satisfaction as their primary indicator of business success.

June 30, 2001

According to the 2000 Insights in Construction survey by the Associated General Contractors of America and Deloitte & Touche, construction companies ranked customer satisfaction as their primary indicator of business success. For the first time since 1992, customer satisfaction exceeds net income and gross profits in importance.

Other results include the following:

  • Construction companies are enjoying healthy profitability and increased work availability.
  • Negotiated contracts continue to increase in popularity with companies of all sizes.
  • Benchmarking is gaining favor, especially among larger contractors who strive to improve efficiency.
  • While respondents expect cost driver to increase faster than contract pricing, reducing costs and improving business processes are not priorities.
  • Labor shortages are still the most important problem facing the construction industry.

To see the 2000 Insights in Construction survey, go to the AGC’s Web site at www.agc.org.

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