Client Satisfaction
Annual Report
2021

Foreword

At Elland Steel we pride ourselves on our professional capabilities and personal approach and always try to translate our deep knowledge of the industry, into what matters most to our clients.

I’m proud to share the results of our first Client Satisfaction Report, which reflects the hard work and dedication from everyone in the team and emphasises our approach and values.  It really is our people that make us who we are, and I am proud to have some of the most experienced, knowledgeable, passionate and dedicated individuals within our industry, at every level and department of the business.

The headline of this report is a market leading Net Promoter (NPS) score of 75 which clearly demonstrates the high regard and trust our clients place on working with us. Alongside our many accreditations, this score further strengthens our position as one of the UK’s leading structural steelwork contractors.

The feedback gathered in this report allows us to recognise and reward good practice, ensuring this is delivered consistently across all functions, as well as allowing us to understand where and how we can further improve our offering.

I’d like to extend my thanks to all those who took the time to share their feedback and we look forward to working with you further.  Most of all I wish to express my gratitude to every one of my colleagues at Elland Steel as they are the reason behind these impressive results.

team-6

Mark Denham BSc, MSc, DIC, CEng, FIStructE, MBCS, IWE, MWeldI

Chairman & Managing Director of Elland Steel

What is 'NPS'®

A Net Promoter Score® provides a measure of how a business is performing according to its customers. Scored between -100 and +100, it indicates customers’ likelihood of recommending a business or brand’s product or services. The score offers an insight into satisfaction, trust and loyalty in a business.

Globally the wider construction industry tends to perform poorly with recent data suggesting the industry has an average NPS of somewhere between 40 and 50.

Headline Results

75 – Net Promoter Score

This is recognised as an “Excellent” score, indicating that the vast majority of our clients are promoters and would have no hesitation in reusing or recommending our services.

How likely are you to recommend Elland Steel for future work?

Our NPS = 75

Breakdown

Commercial Performance

When asked a series of questions about our Commercial and Estimating Performance, on a scale of 1-5, 100% of respondents awarded us a 4 or above, with an average score of 4.2.

Technical Performance

When asked a series of questions about our Technical Performance, on a scale of 1-5, 76% of respondents awarded us a 5, with an average score of 4.8.

Project
Delivery

When asked a series of questions about our Project Delivery, on a scale of 1-5, 100% of respondents awarded us a 4 or above, with an average score of 4.4.

Response Rate

We approached clients that we have recently worked on projects with for feedback, receiving 80 individual responses from professionals working across a number of key projects. The response rate (35%) is in line with the average response rates for email surveys and surveys in general (30-33%), indicating a satisfactory level of client engagement.

Comments from respondents

What you said:

“[The team] impressed me with their expertise, attention to detail and communication.”

Structural Engineer, Engenuiti

“[The team were] diligent and helpful throughout the design process, being very clear when information was required by, which helps focus the mind. There was a very good working relationship between Elland and BAM.”

Regional Design Manager, BAM

 

Working with BAM Construction and Engenuiti, we delivered 900 tonnes of steelwork for Chiltern Lifestyle Centre. This state-of-the-art facility spans 120m, housing vast, open-plan sports facilities.

Chiltern Lifestyle Centre

Amersham

“We enjoyed working with the team. [The team’s] technical skills were very useful, and raised some technically challenging, but necessary, queries. The sketches produced were insightful and clear. We appreciated the different proposals put forward.”

Structural Engineer, AECOM

“Elland’s team have been really proactive and collaborative in developing a workable and finished technical design. They have gone above what I would expect from our supply chain in driving out coordination issues.”

Assistant Design Manager, Kier

 

Working with Kier and AECOM, we delivered structural steelwork on an infrastructure project for the Ministry of Defence. The project included constructing office buildings, storage facilities and a jet hangar for the RAF.

Uni of Salford, SEE

Salford

“Great attitude and approach – nothing was too much trouble. All requests were actioned quickly and effectively. In addition, the Elland designers were instrumental in [meeting] the construction programme.”

Senior Project Manager, Morgan Sindall Construction

“The can-do attitude and willingness to work alongside other trades ensured that the erection of the steel frame and metal decking was a success. All works were carried out to a high standard both from a quality and safety point of view.”

Site Manager, Morgan Sindall Construction

 

Working with Morgan Sindall Construction, we delivered the structural package for the University of Salford’s Science, Engineering and Environmental Building. The four-storey building is fully electric powered and features roof-mounted solar panels.

How We Achieved this

We believe this high Net Promoter Score® has been achieved thanks to our combination of both professional capabilities and a personal approach.

The feedback we gathered came from professionals working in a range of disciplines, that included Quantity Surveyors, Commercial Managers, Engineers, Design Managers, Site and Project Managers. The uniformly high scores indicate consistently high standards across our commercial, technical and project teams.

Professional capabilities

We bring technical skill, expertise and experience to every job. We work proactively with clients, offering ideas and insights to support all elements of project, and are open to input from peers across the supply chain and sub-trades. In all processes we are thorough and transparent.

Personal approach

We develop trusted relationships with our clients, valuing person-to-person interaction – even if it’s been difficult sometimes due to COVID restrictions. We pride ourselves on being approachable and working closely with all suppliers and sub-trades. Clear, timely communication and collaboration are central to our working practices.

Where/What next

How we’ll sustain this and improve further:

As well as identifying patterns of good practice across our business, the scores and feedback from our ‘Client Satisfaction Report’ allows us to further improve our operations and offering.

Communication will continue to be a core priority – sharing the right information at the right time to support accurate reporting across projects. Reviewing and, where appropriate, streamlining processes, from technical processes to final handover, will help us to support programme timings on every job. By conducting departmental autopsies, we will review what works and what can be improved and take action accordingly.