Holder, L and Coffey, M (1997) Customer feedback and contractor appraisal in construction. In: Stephenson, P (ed.) Proceedings of 13th Annual ARCOM Conference, 15-17 September 1997, Cambridge, UK.
Abstract
Customer feedback is widely used by organisations in most industries and in some, particularly organisations in the retailing and service sectors, is regarded as essential, yet in the construction industry its use is seen to be minimal. This paper reports on the findings of a study of construction clients in the United Kingdom, their experiences of and attitudes towards customer feedback, and their performance appraisal of contractors. The receptiveness of construction clients to feedback questionnaires is tested and found to be high, as is their desire to see feedback implemented more widely. The criterions upon which contractors are appraised are evaluated and the contrast between the clients perceived and actual priorities explored. The study identifies the extent to which construction clients actually appraise contractors, it also shows the extent to which clients produce and maintain performance records of contractors. The results indicate that clients are willing to provide such performance information to the contractors they employ.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | customers; feedback; appraisal; performance; contractors |
| Index terms: | construction client, United Kingdom, questionnaire, appraisal, construction industry |
| Subjects: | data collection methods, practitioner, industry analysis, factor and component analysis, Geography |
| Topics: | Roles and Professions, Research Practice, Geographical Context |
| Descriptive scope: | 3 PTA |
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