URD team kicking goals

Our URD team of designers, project managers and auditors continue to go from strength to strength, currently delivering work for 90+ developments across Victoria. In the past three months alone the team, supported by our Project Management Office (PMO), has achieved an impressive 75 Statements of Compliance for our customers.

The group of 25 includes five network-accredited PMs, four project engineers and six accredited auditors, with extensive experience in the URD space and a focus on continuing to improve our level of service with efficiencies and innovation. We are constantly developing engineering and PM talent within the team through our unique graduate program, and currently have 10 graduates working across POWERPLANT.

We are proud to be playing a key role in some big projects in the URD space, with particular mention to Lendlease’s Atherstone development, where we have attained 15 SoCs over the last 12 months. Results like this are achieved through the combination of our well-resourced and talented team and excellent relationships with network operators and our customers. Well done team!

Our latest customer satisfaction survey results

The results of our annual customer satisfaction survey are in – thank you to all those who took part. We are very happy to see an overall increase in how well our customers feel we are meeting their needs, and also appreciative of the feedback on how we can make our offerings work even better for our customers.

Some highlights

– We achieved a Net Promoter score of 25 (net promoter is a tool used to gauge the loyalty of a company’s customer relationships – a score above 0 is considered ‘good’)
– 83% of respondents felt that our service met their needs either very well or extremely well (up from 72% last year).
– 88% reported being somewhat satisfied, satisfied or very satisfied with Powerplant overall (up from 86% in 2018)
– 80% of respondents rated us as very responsive to questions or concerns about our service.

Areas we are working to develop on in the new financial year include building on our current e-communication, offering customers real-time reporting on projects via our online works management system and maximising the value of our detailing and auditing functions by using iAuditor and GPS units to full potential.

Our focus on improving project delivery and increasing customer satisfaction will continue, with QA processes for all our work and consistency in offering the best and most complete solutions for the projects we work on.

We are proud of our focus on continuous improvement, and feedback from our customers is one of the best ways we can get better.