YIT was by far the most popular construction company among home buyers when asked from which company they could consider buying an apartment. 36 per cent of the respondents chose YIT, while the second most popular construction company received 16 per cent of the votes.
The results are from the Uudisasuntorakentaminen (Construction of new residential units) 2018 survey* conducted by EPSI Rating for the largest member companies of the Confederation of Finnish Construction Industries RT. The survey measures how satisfied home buyers are with construction companies. The results are recorded on an index of 0–100, 75 representing a very good level. YIT’s customer satisfaction received a score of 79.4 in the survey, whereas in the last survey it was 77.8.
YIT’s customer satisfaction results are above the industry average in the areas of image, expectations, product quality, service quality and value for money.
For individual questions, those highest above the industry average were the flawlessness of the apartment 77.8 (industry result: 76.6) and staying on schedule 89.3 (88.3).
“Since the merger, we have focused on identifying our best possible operating methods as well as on unifying the practices that best serve our customers. I believe that our customers have also noticed this and that in the future, they will benefit from our versatile know-how, constantly developing products and services even more,” says Pekka Helin, YIT’s Living Services manager.
YIT and Lemminkäinen merged on February 1, 2018 and this was the first time they participated in the survey as one corporation. For the first time the survey looked at how familiar Finns are with the different construction companies. The replies were YIT, Skanska and Lemminkäinen—which is now part of YIT.
Customer satisfaction within the construction sector has risen significantly in a year
The construction industry’s customer satisfaction (78.8) has risen as much as four index points in a year, which is a significant increase in one year.
“We have never seen such a large improvement in customer satisfaction in just one year in our previous business segment surveys. The companies must have made notable investments into customer satisfaction in 2018,” comments Heidi Laitinen, Country Manager at EPSI Rating Finland.
Service quality was the customer satisfaction segment that increased the most. Answers to all service quality questions (reachability and initiative of the construction company, keeping customers up-to-date and help received by the customers) rose by more than 4.5 index points. In the area of product quality, the flawlessness of apartments especially improved, on average 4.6 index points from the previous year.
Construction companies’ customers clearly trust the construction industry more than the general public. Customers’ trust in the construction industry was 8.5 index points higher than that of the general public.
*EPSI Rating carried out a survey for the member companies of the Confederation of Finnish Construction Industries RT. The target group of the survey was comprised of Finnish private customers who purchased a newly built home that was handed over in 2018. The interviewees were picked from a random sampling from the companies’ customer registers. The survey was implemented as a telephone interview for home buyers between January 28 and February 24, 2019. A total of 818 home buyers participated in the survey. In addition, 262 people living in Finland, 18 years or older, were chosen for the awareness survey from a national random sampling. The survey was done for the first time in 2017, when the survey concerned apartments handed over in 2016.
YIT’s living services
For further information, please contact:
Pekka Helin, Senior Vice President, Living Services, YIT Corporation, tel. +358 (0)40 588 8135, email@example.com
Hanna Malmivaara, Senior Vice President, Group Communications, YIT Corporation, tel. +358 (0)40 561 6568, firstname.lastname@example.org
YIT is the largest Finnish and significant North European construction company. We develop and build apartments and living services, business premises and entire areas. We are also specialised in demanding infrastructure construction and paving. Together with our customers, our nearly 10,000 professionals are creating more functional, more attractive and more sustainable cities and environments. We work in 11 countries: Finland, Russia, Scandinavia, the Baltic States, the Czech Republic, Slovakia and Poland. The new YIT was born when over 100-year-old YIT Corporation and Lemminkäinen Corporation merged on February 1, 2018. Our pro forma revenue for 2018 was approximately EUR 3.8 billion. YIT Corporation's share is listed on Nasdaq Helsinki Oy. www.yitgroup.com