Customers

Our annual Chairman's Award rewards staff who achieve excellence in customer care through exceptional personal efforts and dedication. The 2008 winner is You Fook Hin (right), who manages our Singapore business and has doubled work in the region over the last two years

Mott MacDonald is committed to developing, sustaining and enhancing a strong culture of customer care throughout the Group. Our culture aims to develop a team spirit with customers and establish their confidence and trust in us so that Mott MacDonald becomes their consultant of first choice.

Customer care is our way to attain a real and sustained improvement in our relations with existing and potential customers and in our response to customers’ needs before, during and after assignments. It is our aim that customers are not only satisfied with what we deliver but also with our performance during the entire delivery cycle. By listening to our customers and understanding their business, their drivers and their own customers’ needs, we seek innovative approaches to help meet those needs and improve the project delivery process. We strive to make the excellence of our customer care one of the major factors that distinguishes us.

Around the world we serve customers ranging from national and local governments, health and education authorities, transport operators, industry, utilities, developers, contractors, commercial companies, bankers, funding agencies and non-government organisations. However large or small their business, we’re committed to developing individual relationships with energy, enthusiasm and an open mind, backed by the desire to work closely and flexibly within that relationship to develop the best solution. We stay closely attuned to all our customers’ varying needs and aspirations, working in partnership to turn their ideas into reality through innovative, inclusive and sustainable solutions.

Our approach to promoting customer care endeavours to be creative and proactive, striving to identify and implement improvements to our customer relations through being person-oriented and flexible. We encourage co-locating teams for our customers and devote time to help submit projects for consideration for awards.

Our success is due to our staff’s awareness of and contribution to Mott MacDonald’s commitment to promoting excellence in customer care. Demonstrating how important this is to us, we hold the Chairman's Award each year to recognise excellence in developing customer relationships. The annual award acknowledges individuals who achieve excellence in customer care and business development through their exceptional personal efforts and dedication.

Customer satisfaction

It is fundamental that we know our customers’ views on the level of service we're providing for them. We obtain knowledge of customer satisfaction through our forum, face to face discussion or by use of a questionnaire either at the end of projects or during their development (to enable any matters to be taken in hand before delivery). Whichever method is adopted, continual dialogue with our customers is always our goal.

Our Customer Care Forum is another vehicle for promoting excellence in customer care. The forum – represented by directors – does this by facilitating customer care ideas throughout the Group, ensuring customer care is always taken into account in all decisions at management and project level. We also co-ordinate, assist and monitor customer care programmes through our Customer Care Management System.

Seeking customer feedback is an integral component of our Quality, Environment and Safety Management System (QES), aiming for continual improvement. Through QES we have been certified as achieving the ISO 9001: 200 quality management standard. Formal customer satisfaction questionnaires are completed at the end of every project and are utilised in each Customer Care Forum, thus activating processes to respond to feedback.

On top of our systematic practice, we perform selected interviews with key customers on a regular basis and maintain customer care programmes such as workshops to develop, sustain and enhance a strong culture of customer care. These are all long-standing programmes as we seek continuous improvement.

Feedback, measurement and benchmarking are the key to strong performance. Winning numerous awards on a regular basis – plus attaining the Queen’s Award for international performance three times in nine years – proves our ability to listen and deliver to customers. Along with our detailed customer care methods we consistently retain a high level of repeat business.