We meet our customers’ needs by ensuring that our service is always of a high quality. Customer satisfaction forms the starting point for our operations. Our professional skills and competence, local presence, the high quality of our work, our efficient operations and service attitude are the leading principles with which we strive to keep our customers satisfied.
Our customers represent all sectors, including the public sector, industry, real estate investors and developers, real estate users, and general contractors.
Added value for customers
We offer our customers services and solutions due to which their buildings, industrial plants and processes are not only energy-efficient and cost-effective, but also functional, safe and sustainable. We always aim to provide our customers with the best possible solutions, tailored to their needs.
We create added value for our customers by offering our competence in the integration of technical systems: our comprehensive competence covering all technical disciplines enables us to guarantee that that the final result is always an efficient assembly of compatible systems. Our own design and engineering as well as in-house product development ensure that solutions work as planned at the implementation phase and that the needs of the maintenance phase have also been taken into account.
High quality and familiarity with our customers’ needs are the key reasons due to which our customers have continued long-term cooperation with us. Long-term service agreements, customer relationships and cooperation reflect that the quality of our operations is trusted. We engage in long-term cooperation with our customers in, for example, occupational safety matters.
Good service demands a committed personnel
Each Caverion employee is responsible for the quality of our operations: Caverion is precisely as professional, reliable and good a partner as the customer perceives our work to be. Quality operations require committed personnel. The Employee engagement index 70 (%) remained on target level in 2017. Previous index from 2015 was also 70 (%).
Feedback collected systematically
We collect customer feedback and use it for the development of our operations to match our customers’ needs. Customer feedback is collected systematically, project- and agreement-specifically. We measure customer satisfaction throughout the company, but the methods and extent vary depending on the country and unit. In some countries, we carry out small-scale surveys on a weekly basis, concerning specific deliveries, and annually more comprehensive surveys on general customer satisfaction. In some countries, surveys are carried out each quarter or twice a year. Customer satisfaction surveys are often included in the terms and conditions of a service agreement.