Customer care

Developing and maintaining long term relationships with our clients is fundamental to the continued success of VolkerFitzpatrick. Our customer focused culture empowers our experienced employees to find project solutions which exceed the expectations of all stakeholders.

"We recognise the importance of providing excellent customer care; working together as a team to meet and exceed your expectations and those of your stakeholders in a transparent environment. Continually improving the service we provide and the way it is delivered is of paramount importance to the success of our business." - Richard Offord, Managing Director

Our Customer Care process enables VolkerFitzpatrick to achieve a closer understanding of the needs and expectations of our Clients, and to incorporate valuable feedback and learning to improve product and service to benefit current and future projects.

Through implementation of our Customer Care Plan we establish a mechanism through which to incorporate client needs, and expectations within our project planning and management processes. The objective is to ensure the highest levels of customer satisfaction, and to provide a product and service that delivers and exceeds client expectations throughout the life of the project.

At contract award we invite the client's representative to meet with VolkerFitzpatrick's Customer Care Manager to develop our understanding of the client's expectations and these are recorded as part of the Plan and are reviewed at set intervals based on the project programme or at the request of the client.

Our aim is to encourage true collaborative working to maximise performance potential, promote right first time delivery, add value to the project and drive continuous improvement.