Modelling client needs and satisfaction in the built environment

Client satisfaction adds value to service organizations, including increased market share and profitability levels. The main criterion for assessing client satisfaction in the construction industry is the extent to which procurement processes fulfil clients' 'stated' and 'latent' needs and objectives. The former are expressed in terms of cost, time, quality and other measurable performance criteria. However, by failing to integrate clients' strategic goals and other non-stated needs in delivering end products, service providers also fail to provide high levels of satisfaction to their clients. It is therefore argued that a clear understanding of client's latent investment objectives as well as the stated preferences and satisfaction criteria at the outset of the procurement process, and subsequent monitoring of the satisfaction levels at distinct stages by using the established criteria, could guide the professionals in delivering satisfactory outcomes. This paper presents a methodological discussion on the development of a theoretical model for this purpose, and demonstrates its application in monitoring client satisfaction levels in the procurement process from a case study scenario. The report is based on the preliminary findings of research into client needs and satisfaction in the built environment.