Focused on the voice of our customers

Each year we check our performance through our customer survey, so that we can keep improving your experience of working with us.   Thanks to all our customers who participated in the survey at the end of last year. Your feedback and advice have given us new insights into how we can better serve and support you.  

What did we hear?  

You acknowledge and appreciate our capacity and expertise, and you can see continued improvements in other aspects of working with us, such as our innovation and commitment to safety.    

Just as important are the areas where you’ve told us we need to focus and improve, and I’d like to share some of these areas and what we’re doing in response.     

Adaptability and flexibility: We know you value flexibility and adaptability when things change, so we’re focused on responding in a collaborative way to the challenges that can arise during project delivery. We’re also investing in developing our project delivery leaders to include adaptability and flexibility as part of how we do business.     

Staff resourcing, management and performance: We pride ourselves on having the right people in place to do the job. We also know that, despite the challenges the industry faces, you expect the highest standards from our people. It’s why we’re working to ensure our projects have the appropriate allocation of the right resources and quality supervision.    

Customer focus:  Unsurprisingly, you want us to remain focused on your needs and solving your problems. Improving customers’ experience is a key priority for our business, and so we have a comprehensive program rolling out across John Holland to make this happen.     

Of course we’ll continue listening to you and taking action based on your feedback. 

If you're interested in participating in this year's research program or have any other questions, please don't hesitate to contact me. I look forward to continuing to work with you and to making your experience with us even better. 

Joe Barr, CEO

 

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ACKNOWLEDGEMENT OF COUNTRY

John Holland pays respect to the Traditional Owners and Custodiams of the land on which we work and live, and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all First Nations peoples today.