Home / Services / Customer Satisfaction Research / Construction
Customer Satisfaction Research for Construction
We measure how architects, contractors, roofers, facade specialists, and wholesalers rate your building products, from adhesives and insulation to roofing, doors, and windows. It targets the professionals who specify, install, and procure your materials on real projects, reached by phone, not online panels.
12+
construction subsectors covered, from adhesives to walls and ceilings
NPS
benchmarking across architects, contractors, and wholesalers in the same study
EAB
longitudinal specification trend context
CATI
with verified construction professionals across 56 countries
What We Measure
A complete view of how the market rates you, from product performance and technical support to logistics, sales, and after-sales. Every audience measured, architects, contractors, specifiers, and wholesalers, with NPS and competitive benchmarking by audience, country, and product line.
Examples
Product satisfaction by audience type
Architects rate specification support, technical documentation, BIM object quality, and design flexibility; contractors rate workability, installation speed, weather tolerance, and system compatibility; wholesalers rate packaging, pallet efficiency, shelf life, and return rates.
Technical support satisfaction
Quality and speed of advisory services, on-site support, specification assistance, calculation tools, and project engineering support, which can determine whether a product gets specified at all.
Logistics and supply chain satisfaction
Delivery reliability to site, lead times, order accuracy, packaging integrity, pallet configurability, and emergency supply. On large projects, logistics failures cause costly delays and lasting damage to brand perception.
Sales and relationship satisfaction
Key account management, frequency and value of rep visits, tender responsiveness, and fairness of commercial terms. Construction buyers value consistency over promotional offers.
Specification and design support satisfaction
BIM and CAD libraries, NBS specification clauses, thermal and acoustic calculation tools, CPD content, and project reference documentation, all critical for architects and specifiers.
After-sales and warranty satisfaction
Claim handling, defect investigation speed, complaint response time, and the credibility of long-term performance guarantees. Construction warranties span decades, so how you handle claims defines your reputation.
NPS and loyalty metrics
Net Promoter Score by architect, contractor, specifier, wholesaler, and facility manager, Customer Effort Score for key interactions, plus share of specification and share of purchases.
Competitive benchmarking
Your scores against named competitors on every attribute, with derived importance identifying which gaps drive specification and purchasing, not just stated preference.
Construction Subsectors Covered
Subsector
Adhesives and Sealants
Satisfaction varies by application. A tiler rates spread and open time, a facade specialist rates weather and UV resistance, a contractor rates packaging and shelf life. Attribute lists are tailored to the application context.
Subsector
Insulation
Thermal, acoustic, and fire products. Architect satisfaction is driven by calculation accuracy and specification support; contractor satisfaction by ease of cutting, compression recovery, and dust generation.
Subsector
Roofing
Drivers include weather tolerance during installation, waterproofing warranty credibility, and system compatibility (membrane, flashing, drainage). Roofers prioritise installation speed and logistics reliability.
Subsector
Doors and Windows
Architects rate design range and thermal documentation, contractors rate installation tolerance and adjustment, building owners rate weatherproofing and warranty handling.
Subsector
Facade
Spans ventilated facades, ETICS, cladding, and curtain walls. Architects prioritise design flexibility and project references; facade specialists prioritise system training and technical support on complex installations.
Subsector
Paint and Coatings
Professional coatings differ from consumer paint. Contractor satisfaction is driven by coverage, drying time in variable conditions, and VOC compliance documentation.
Subsector
Flooring
Commercial and industrial. Satisfaction is driven by subfloor preparation, installation speed, and wear resistance; architects rate design options and acoustic data.
Subsector
Building Materials
Structural products including concrete, steel, timber, and masonry. Satisfaction is driven by delivery reliability, load documentation, and engineering support.
Subsector
Security
Alarm, access control, and fire safety systems. Satisfaction is driven by integration, programming support, and commissioning assistance.
Subsector
Tools
Professional construction tools. Satisfaction is driven by durability, service network, and battery ecosystem.
Subsector
Walls and Ceilings
Drywall, plaster, suspended ceilings. Satisfaction is driven by board weight, joint quality, and acoustic performance
Note: This is a portion of the audiences we cover. We access additional specialised roles depending on your category.
What we Measure
How Customer Satisfaction Works in Construction
Example Project
An insulation manufacturer wants to understand why its specification rate among French architects is declining while product satisfaction among contractors stays high.
We design a multi-audience CATI study: 120 architects and 150 contractors who have specified or used the products in the past 24 months, with audience-specific attributes. Architects rate thermal calculation accuracy, BIM object quality, specification clause clarity, CPD value, and design flexibility. Contractors rate ease of cutting, dust generation, compression recovery, and moisture tolerance during installation.
Both audiences rate NPS, overall satisfaction, and likelihood to specify or purchase again.
Derived importance reveals the root cause: architects rate product performance highly but score specification support responsiveness and BIM availability in Revit low, and these two attributes are the strongest predictors of specification frequency. The product works well on site, so contractors are satisfied, but architects are moving specifications to competitors with better digital support.
The recommendation: invest in BIM library updates and faster specification support, not product reformulation. The product is not the problem; the specifier experience is.
Note: This is an illustrative example. Every study is tailored to your audiences, categories, and markets.
Target Audiences for Customer Satisfaction Research for Construction
Note: Audience mix is tailored to each project.
Architects
Specify products for projects. Reached by phone (CATI). Satisfaction relates to specification support, BIM objects, calculation tools, CPD, and design range. They influence the entire downstream value chain.
General contractors
Procure and install on site. Reached by phone (CATI). Satisfaction is driven by workability, logistics reliability, and commercial terms.
Specialist contractors (roofers, facade installers, tilers)
Trade-specific professionals. Reached by phone (CATI). Satisfaction is product-specific and shaped by system training, technical support, and warranty backing.
Specifiers and building consultants
Advise on material selection without procuring. Reached by phone (CATI). Satisfaction is driven by neutral technical information, test report availability, and calculation accuracy.
Wholesalers and distributors
Stock and supply materials. Reached by phone (CATI). Satisfaction covers margin structure, delivery terms, returns handling, pallet efficiency, and sales support.
Building owners and facility managers
Commission projects and manage buildings long-term. Reached by phone (CATI). Satisfaction is driven by product performance, warranty reliability, and maintenance requirements.
Our Advantage
Why Customer Satisfaction Research for Construction?
Satisfaction research in construction fails when you survey the wrong audience. An architect’s satisfaction with your insulation depends on BIM quality and specification support, a contractor’s on delivery reliability and ease of cutting, a wholesaler’s on margin, returns, and pallet efficiency. We measure all three in one coordinated study, with audience-specific modules and shared KPIs your leadership can compare across the value chain.
Generalist agencies lack the databases to recruit verified construction professionals by phone. We maintain proprietary databases of architects, contractors, roofers, facade specialists, and wholesalers across European markets, built over 30 years of continuous fieldwork. Every respondent is verified for relevance before the interview.
Our European Architectural Barometer and Contractor Monitor provide the context that makes your data meaningful. When architect NPS drops, we can tell you whether confidence is down across the whole market or whether competitors are gaining specification share at your expense.
Project Examples
What Predicts Installer Loyalty
A building materials manufacturer ran satisfaction and NPS benchmarking among installers, wholesalers, and architects across five markets, producing separate profiles per audience with cross-audience NPS comparison.
IT, PL, FR, DE, BE.
Pinpointing Retention Risks
A construction products company measured satisfaction for loyalty and retention across product quality, logistics, and after-sales. It identified market-specific risks: logistics in one market, after-sales response in another.
IT, CZ, MY
Closing the Specification Gap
An architect-facing brand ran tracking with satisfaction metrics for ventilated facade products, covering specification support, BIM availability, and CPD value. Results fed a specification improvement roadmap.
BE, FR, DE
Tracking an NPS Recovery
A roof window manufacturer tracked architect preference, penetration, and NPS across four markets, including design range, installation documentation, and warranty terms. Wave-on-wave data showed NPS recovery after an improved installation guide launched.
PL, FR, DE, UK
Deliverables
What You Receive
Actionable Insights, Not Just Data
Deliverables are always tailored to the needs of our customer. Together we choose the form in which the insights can make the most impact. This can be:
- Executive summary report: multi-audience KPI dashboard, satisfaction priority matrices by audience, competitive benchmarks, and recommendations.
- NPS scorecard by audience: separate NPS for architects, contractors, wholesalers, and other segments, with promoter, passive, and detractor verbatims.
- Value chain satisfaction map: scores at each stage (specification, procurement, installation, long-term use) to show where gaps occur.
- Satisfaction priority matrix by audience: separate importance and satisfaction plots per audience, highlighting audience-specific priorities.
- Competitive benchmark tables: your brand against named competitors on every attribute, split by audience and country.
- Customer Effort Score report: CES by interaction (specification support, ordering, delivery, warranty) with audience-specific analysis.
- Full data tables (Excel): all cross-tabulations by country, audience, product line, and project type, with significance indicators.
- Improvement roadmap: prioritised recommendations mapped to audience-specific gaps, with estimated NPS impact, timeline, and owner.
Multi-Country Capability
We run satisfaction studies across 56 countries with harmonised methodology. Satisfaction drivers are shaped by local building codes, climate, construction practice, and distribution. German architects expect detailed thermal calculation tools, French contractors prioritise on-time delivery to tight urban sites, Nordic markets demand sustainability documentation, Middle Eastern markets need heat and humidity data. We harmonise measurement across these contexts, so you get comparable KPIs and market-specific priorities.
Key European Markets
Americas
Asia-Pacific & Middle East
-
How do you recruit architects for satisfaction research?
We recruit by phone from verified practice databases, filtered by practice size, specialisation, and project activity. We confirm each architect has specified products in the relevant category in the past 12 to 24 months before interviewing.
-
Can you measure satisfaction across multiple audiences in one study?
Yes, this is our standard approach. A modular questionnaire shares a core (NPS, overall satisfaction, recommendation intent) with audience-specific modules, reported per audience and as an integrated value chain view.
-
How do you handle the fact that construction professionals have limited time for surveys?
We keep interviews to 15 to 25 minutes and schedule calls when professionals are available (early morning, end of day, travel time). Interviewers trained in construction terminology keep the conversation flowing without explaining basics.
-
What sample size is needed for reliable NPS tracking among architects?
We recommend 100 to 150 architects per country for brand-level NPS. Segmenting by building type or product category increases that. We model the required sample at proposal stage based on your needs.
-
Can you separate product satisfaction from service satisfaction in the analysis?
Yes. Attributes are grouped by touchpoint, product performance, specification support, logistics, sales, and after-sales, each with its own index and priority matrix, so you can see whether the issue is product, service, or logistics.
-
How long does a multi-audience, multi-country satisfaction study take?
Typically 10 to 16 weeks for three audiences across four countries: 2 to 3 weeks design, 4 to 6 weeks fieldwork (audiences recruited in parallel), 3 to 4 weeks analysis. Repeat waves are faster once the questionnaire is established.
-
We already track NPS internally. Why would we use an external agency?
Internal tracking surveys your own customers from your own lists, which biases the sample: complainers are over-represented and you miss lapsed customers and competitor users. We survey the broader market, including competitor users, for benchmarked NPS that reflects your true position, and we run derived importance to identify what drives it, which internal tracking rarely does.