Customers
Our ability to develop long-term relationships with our customers is a central part of our business model. Day-to-day responsibility for meeting our customers' needs lies with our contract directors. Our approach to working with our customers is set out in our Governing Principles, which aim to empower our contract directors and ensure that we deliver high quality service.
We maintain relationships at all levels with our customers, so they are aware of how we can help them and we can anticipate their changing needs and identify opportunities at an early stage. These relationships lie with our divisional and Group leaders.
Our reputation with our existing customers is also vital in winning new work. Many factors influence our reputation, including:
- the quality of our service
- our values and public-service ethos
- our capacity to innovate, and
- our engagement with our employees and other stakeholders, such as local communities.
We believe that our high rebid and new bid win rates demonstrate the strength of our reputation with new and existing customers.