We are committed to better understanding customers’ needs and improving their experience with Lendlease. To support this goal, in FY18 we started measuring customer satisfaction (CSAT) and advocacy (NPS) across Lendlease globally.
This involved each region incorporating standardised CSAT and NPS questions in all local customer experience research conducted throughout the year.
More than 21,000 government, business and consumer customers were surveyed throughout the year. There were some consistent themes, with the main drivers of satisfaction strongly dependent on the quality of key relationships and the customer service touchpoint experience.
These are the customers that we engage with every day, so that we can continue to create the better places.
Approximate number of residents across Apartments and Communities (An estimate of current and future residents based on our projects to date and existing pipeline)
Health & Safety
Everyone has the right to go home safely to their families, friends and loved ones, every day. We remain committed to the health and safety of our people, our subcontractors, and all of those who interact with a Lendlease place.
Lendlease has a proud history of giving emphasis to environmental, social and economic outcomes. It is essential we continue to evolve our approach, to keep pace with global trends and integrate this thinking into our business strategy.