Our company philosophy and customer commitments

Our company philosophy of Perfect Delivery underpins Morgan Sindall’s vision ‘to be the best and most sustainable business in the industry through delivering exceptional customer service’. It’s about the way we behave as a business, and provides a common set of principles that apply to everyone and to everything we do.

Our philosophy

We strive to be the best - a company that goes the extra mile for our customers and the local communities within which we work. That means we take pride in seeking new ways to improve what we do, acting with professionalism, honesty and transparency to deliver each and every project ahead of our customers’ expectations.

Our customer commitments

To provide focus to our philosophy, we have identified five tangible measures which we call our Customer Commitments. These commitments are applicable to all our customers, both internally and externally. Our commitments identify five clear goals: to deliver Safe, On Time, Snag Free and ultimately to have a Delighted Customer that would Recommend us, based on the overall customer experience. For a project to achieve Perfect Delivery, all five of the above commitments must be achieved and signed off by the customer.

Customer feedback

Part of what makes Morgan Sindall different is the extent to which we use customer feedback to shape the experience we offer on our subsequent projects. We’re not afraid to question the norm and will always value input from our customers. We use a ‘Net Promoter’ score as a benchmark for measuring our performance, but it’s the ‘wow’ moments that we create for our customers that make our service unique.