06 June 2018
Outstanding Customer Satisfaction
Number of staff: 130
Phelan’s ratings from its London and South East customers for satisfaction have increased from 74% to 89% since they launched their ‘Perfect Delivery’ initiative just two years ago. The most challenging aspects of implementing their vision was defining the perfect project and convincing customers that they were serious about striving for 100% satisfaction.
They have established four cornerstones to success: time, cost, quality and safety and have defined processes to ensure the highest quality delivery. Customers’ needs are established at the tender stage and a dedicated team of customer account managers work tirelessly to engage and communicate – the goal is to not only meet all the customers’ requirements but to exceed expectations and add value to their project.
Phelan have learned that putting the customer at the heart of everything they do is good for business. Their success clearly demonstrates that it is possible for SME’s to implement and benefit from exemplary client focused strategies and that customer satisfaction can go hand-in-hand with profit.
The winners will be announced at the awards ceremony and gala dinner on the 28th of June at the Royal Lancaster London. For more information on the event or to book tickets click here.