YIT has the most loyal customers in the construction industry

YIT has the most loyal customers in the construction industry who are also willing to recommend YIT to others.

The results are from the Uudisasuntorakentaminen (Construction of new residential units) 2020 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 loyalty score in the survey is 83.2. The score has been calculated as a weighted average of the following three questions: a) If you were choosing a construction company today, how likely would you choose “the construction company”? (YIT: 81.4/segment: 77.6), b) What kind of tone of voice are you normally using when talking about “the construction company”? (YIT: 82.8/segment: 79.2) and c) How likely would it be for you to recommend “the construction company” to others? (YIT: 85.3/segment: 81.3).

YIT’s customer satisfaction received a score of 80.2 in the survey, whereas in the last survey it was 79.4 and in the survey before that it was 77.8. The segment’s customer satisfaction in the survey received a score of 77.7.

YIT has the strongest image among the customers. Furthermore, YIT receives most praise for its product quality. YIT’s customer satisfaction results are above the industry average also in the areas of service quality and value for money. Only in the area of expectations, YIT’s result (84.1) remains slightly below the industry average (84.4).

For individual questions, those highest above the industry average were a) “The construction company” stayed on schedule 92.0 (segment: 86.0), c) How likely would it be for you to recommend “the construction company” to others? 85.3 (81.3) and c) If you were choosing a construction company today, how likely would you choose “the construction company”? 81.4 (77.6).

“The accuracy of schedules and communications are emphasised in the results. Customer satisfaction will decline if the completed apartment is not handed over to the customer within the deadline. And, even if the deadline is slightly missed, sufficient communications can remedy the situation,” says Heidi Laitinen, Country Manager at EPSI Rating Finland.

“We have determinately continued our work to improve the customer experience in all our operations, also at construction sites and in living services. The results of the survey clearly show that our customers can see the results of this work. We will continue this long-term work and I believe that in the future, our customers will benefit from our versatile know-how, constantly developing products and services even more,” says Vice President Pekka Helin, Head of Customerships and Living Services at YIT.

*The target group of the survey comprised of Finnish private customers who purchased a newly built home that was handed over in 2019. The interviewees were picked from a random sampling from the companies’ customer registers and, for the Others group, with the help of the adverts for apartments. The survey was implemented as a telephone interview for home buyers between January 15 and February 12, 2020. A total of 891 home buyers living in Finland participated in the survey. In addition, 612 people living in Finland, 18 years or older, were chosen for the trust and awareness survey concerning the general public from a national random sampling. The survey was done for the first time in 2017, when the survey concerned apartments handed over in 2016.

For further information, please contact:
Pekka Helin, Vice President, Head of Customerships and Living Services, YIT Finland Ltd, tel. +358 40 588 8135, pekka.helin@yit.fi
Johanna Savolainen, Communications Manager, YIT Corporation, tel. +358 44 305 4594, johanna.savolainen@yit.fi
 

YIT is the largest Finnish and significant North European construction company and urban developer. We develop and build apartments and living services, business premises and entire areas. We are also specialised in demanding infrastructure construction. Together with our customers, our nearly 8,000 professionals are creating more functional, attractive and sustainable cities and environments. We operate in 10 countries: Finland, Russia, Sweden, Norway, the Baltic countries, the Czech Republic, Slovakia and Poland. Our revenue in 2019 was approximately EUR 3.4 billion. YIT Corporation's share is listed on Nasdaq Helsinki Oy. www.yitgroup.com