Isn’t customer satisfaction an indicator of good quality?
We have the most loyal customers in the construction industry who are also willing to recommend YIT to others.
The results are from the Uudisasuntorakentaminen (Construction of new residential units) 2020 survey* conducted by EPSI Rating for the largest member companies of the Confederation of Finnish Construction Industries RT. The survey measures how satisfied home buyers are with construction companies. The results are recorded on an index of 0–100, 75 representing a very good level.
Our customer loyalty score in the survey is 83.2. The score has been calculated as a weighted average of the following three questions: a) If you were choosing a construction company today, how likely would you choose “the construction company”? (YIT: 81.4/segment: 77.6), b) What kind of tone of voice are you normally using when talking about “the construction company”? (YIT: 82.8/segment: 79.2) and c) How likely would it be for you to recommend “the construction company” to others? (YIT: 85.3/segment: 81.3).
Our customer satisfaction received a score of 80.2 in the survey, whereas in the last survey it was 79.4 and in the survey before that it was 77.8. The segment’s customer satisfaction in the survey received a score of 77.7.
We have the strongest image among the customers. Furthermore, we receive most praise for its product quality. Our customer satisfaction results are above the industry average also in the areas of service quality and value for money. Only in the area of expectations, our result (84.1) remains slightly below the industry average (84.4).
For individual questions, those highest above the industry average were a) “The construction company” stayed on schedule 92.0 (segment: 86.0), c) How likely would it be for you to recommend “the construction company” to others? 85.3 (81.3) and c) If you were choosing a construction company today, how likely would you choose “the construction company”? 81.4 (77.6).
*The target group of the survey comprised of Finnish private customers who purchased a newly built home that was handed over in 2019. The interviewees were picked from a random sampling from the companies’ customer registers and, for the Others group, with the help of the adverts for apartments. The survey was implemented as a telephone interview for home buyers between January 15 and February 12, 2020. A total of 891 home buyers living in Finland participated in the survey. In addition, 612 people living in Finland, 18 years or older, were chosen for the trust and awareness survey concerning the general public from a national random sampling. The survey was done for the first time in 2017, when the survey concerned apartments handed over in 2016.