The satisfaction levels of UK construction clients based on the performance of consultants: Results of a case study

Abstract

Purpose

Client satisfaction is one of the major determinants of project success and therefore is a fundamental issue for construction participants who must constantly seek to improve their performance if they are to survive in the marketplace. However, client satisfaction has remained an elusive issue for a majority of construction professionals. This research aims to investigate the performance of construction consultants to determine those key performance attributes which have a crucial impact on client satisfaction, and from that to identify ways of improving the services provided by such consultants.

Design/methodology/approach

This research presents the results of a UK‐wide client satisfaction survey based on the performance of a large engineering and management consultancy organisation whom they employed.

Findings

Results indicate that key performance attributes for consultants including technical accuracy; overall quality of services and people, have been identified as the main client satisfaction criteria. Clients consider effective communications and their service providers as being most important in determining their satisfaction levels. Furthermore, it is revealed that clients' strategic decisions and the overall performance of consultants in those key areas make a significant contribution towards client satisfaction.

Originality/value

The outcome of this research will improve the understanding of the client satisfaction phenomenon and benefit clients and construction consultants.

Citation

Cheng, J., Proverbs, D.G. and Oduoza, C.F. (2006), "The satisfaction levels of UK construction clients based on the performance of consultants: Results of a case study", Engineering, Construction and Architectural Management, Vol. 13 No. 6, pp. 567-583. https://doi.org/10.1108/09699980610712373