Leveraging Customer Satisfaction Using BIM: House Builders' Perspective

Thurairajah, Niraj and Eversham, Luke (2016) Leveraging Customer Satisfaction Using BIM: House Builders' Perspective. In: Proceedings of the CIB World Building Congress 2016. CIB. ISBN 978-952-15-3740-0

[img]
Preview
Text
leveraging customer satisfaction.pdf

Download (240kB)

Abstract

The UK housing industry is growing from the recent recovery of global and the UK economy. More homes are currently required to be built putting a strain on resources. Over the last fourteen years customer satisfaction has been a key performance indicator for the UK government and industry bodies to determine the quality and service that is being provided by house builders. As a result, house builders and professional bodies over these years have strived to improve the level of after sales customer satisfaction. This has led to increased customer satisfaction during the recession. However recent drive for increased productivity levels have reduced customer satisfaction levels; suggesting that the industry needs to use innovation to provide higher levels of customer satisfaction while maintaining productivity. BIM is a new way of working that enables digital representations of the physical and functional characteristics of a facility. BIM intends to supply usable information throughout the lifecycle of a project. The housing industry is beginning to utilise BIM in certain aspects within the business. The implementation of BIM into customer care departments could be the innovation the industry so desperately needs to enhance customer satisfaction. This paper explores how after sale customer satisfaction is evaluated by the UK house builders and their opinion on how BIM can be used to enhance customer satisfaction.

Item Type: Book Section
Subjects: K200 Building
Divisions: Faculty of Computing, Engineering and the Built Environment
Faculty of Computing, Engineering and the Built Environment > School of Engineering and the Built Environment
Faculty of Computing, Engineering and the Built Environment > School of Engineering and the Built Environment > Integrated Design Construction
Depositing User: $ Ian McDonald
Date Deposited: 30 Jun 2017 08:36
Last Modified: 30 Jun 2017 08:36
URI: http://www.open-access.bcu.ac.uk/id/eprint/4768

Actions (login required)

View Item View Item

Research

In this section...