CX Checkpoints

01. Everyday Reputation

SHAPE’s Customer Experience starts as soon as anyone sees our logo, meets one of our people or hears our name mentioned.

02. Tender

Our submissions can be the first impression we make on our clients and the entire client team.

03. Tender Interview

Presenting comes easily to some and more difficult to others but this is your turn to shine.

04. Pre-Construction

We must have done our homework to ensure that we come across confident and knowledgeable.

05. Site Establishment

Visitors to site need to know where they are going so ensure that you have the correct wayfinding signage from the site entrance and a safe walkway.

06. On Site

You can get the call for a site visit at any time from the Client, Architects or our people so it is best to prepared for them.

07. Project Management

We need to administer the contract, but we do not want to damage our relationships. 

08. Communication

How we communicate everything happening on the projects makes the difference to a great Customer Experience.

09. Subcontractors

Our Subbies are people too so show them the courtesy they deserve and have the Subbie meetings in a desirable location that is comfortable and welcoming.

10. Quality

We adhere to quality management processes throughout the project to ensure the safety and quality of the final product.

11. Handover

To ensure the WOW factor a handover event can be a celebration of what the entire team has produced and helps to build the emotional connection to the project.

12. After Handover

Make sure you communicate with the Client and the Client Team as much as you did when the project was live.