Built Without: Defects
39Net Promoter Score
Our aim is to deliver every project defect free at practical completion. It isn’t an airy target, but a combination of hundreds of micro-changes happening at BW to adopt and share best practice.
Aiming for defect free completion shapes the people we hire, the way we train, develop and reward them. It encourages us to innovate how we select and motivate subcontractors and suppliers, and the way we work with design teams and occupiers.
To monitor our success and make sure we iron out any niggles quickly, we survey every party on every project to collect feedback.
We’re not quite defect free yet, but we’re getting close. Our net promoter score is a positive 39 and client satisfaction stands at an average of 8.3.