Customer Satisfaction Survey Highlights 2015

We take customer satisfaction very seriously at Granit.

Along with ongoing checks during every project, we also conduct an annual survey of our clients. This allows us to understand what we are good at and identify areas we need to improve upon.

The following shows the highlights from 2015’s annual survey.

90% of clients felt Granit provided what they expected from an architect.

90% of clients felt Granit clearly explained their fee structure and terms of appointment.

91% of our clients rated us 4 or 5 out of 5 for our level of professional knowledge.

80% ranked us 4 or 5 out of 5 for creativity, a number we will certainly look to work on this year.

On average our clients consider Granit’s communications to be “extremely clear”.

On average our clients gave us an average satisfaction rating of 4.1 out of 5.

86% of our clients would re-employ Granit for their next building project.

71% of our clients said they are likely or extremely likely to refer us to family friends or others.

How did we compare to last year?We saw a small improvement in overall customer satisfaction. However one of the key metrics we look at is Net Promoter Score. This show how likely a customer is to refer us to friends, family or others.

Over the course of the year our Net Promoter Score has improved from 50 to 70 out of 100, a very positive 20% improvement.

Thanks for reading. You can find out more about our customers’ experiences of working with Granit on our website here.