Customer feedback and contractor appraisal in construction

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.