SHAPE CX Timeline
Start of Project
01.
Once a PM is assigned to a project we will ask when the project starts on site and who is part of the PCG Team, The Client, Architect, Client PM, and any consultants.
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These individuals will be who the surveys are sent to.
02.
The Project Start Up Meeting is your first opportunity to get to know the PCG Team. Get curious, ask questions and pay attention to what they really value for the success of the project. Be sure to introduce CX & PD and why we focus on these initiatives.
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Remember to invite SLT Member and ask them what they know about those attending.
03.
Get the SHAPE team together and discuss what you are going to do to ensure the PCG Team have an exceptional experience on this project. Be sure to take their values into consideration.
During the Project
05.
Book in a meeting that specifically focuses on understanding the PCG Team experience. Ask how they're feeling, what's working or not, if expectations are being met, and how improvements can be made moving forward.
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Consider making it an event: have a BBQ or invite them to a fun activity. Investing in this feedback during the project ensures we can improve the client experience before PC, when it's likely too late.​
06.
Any great CX ideas, share them with your SLT, your CX/PD Champions or the CX Coordinator.
07.
Keep talking about Perfect Delivery and the customer experience throughout the project. Reinforcing these initiatives communicates their importance to your Client and Stakeholders.
08.
Consider your key milestones and look out for opportunities to create Wow moments throughout the project and especially at handover!
Closing out the Project
09.
Start preparing your PCG Team for the CES & PD survey. Let them know an email will be sent after the project from your General Manager, what questions they can expect and why it’s important for us if they would take 5 mins to complete it.
10.
Once you’ve achieved Practical Completion (PC), actively manage any lagging items and then send the CES & PD survey from the Project Dashboard.
11.
Touchbase with your Clients regularly through out the DLP period.
12.
11-month DLP check-in is sent 11 months after PC to the Client.
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The PM will receive a notification that it is being sent a month beforehand You have a month to check-in with your Client before they get the survey!