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Australian Construction Project Management and Delivery—Voice of the Customer Study

Australian Construction Project Management and Delivery—Voice of the Customer Study

Research Objectives

Typically, the construction industry tracks metrics related to construction activity, spending, growth, and competitive factors.

However, a significant challenge for the industry is to understand customer perspective on project delivery. Some of the aspects the industry considers are as follows: What are the factors customers consider when choosing a contractor? What are the major points of dissatisfaction? How are they leveraging technology in their management of projects?

This study aims to help address this challenge by understanding the priorities and the pain points of client-side construction project managers.

About this report

The construction industry is highly fragmented. It is focused on providing a wide range of professional services, including residential, non-residential, and engineering construction. While the industry typically tracks metrics related to construction activity, spend, growth, and competition, a significant challenge is to comprehend customer perspective on project delivery. This study tries to understand the priorities and the pain points of client-side construction project managers. Key insights were obtained from primary data collection, through telephonic interviews with 30 client-side Project Managers in Australia, using a structured discussion guide over the period Aug to Oct 2014.


  • Introduction
    • Research Objectives
    • Key Questions this Study will Answer
    • Methodology
    • The Construction Industry-Definitions
    • Executive Summary
    • CEO's Perspective
  • Overview of the Global Construction Industry
    • Global Construction Outlook
    • ICT Spending in the Global Construction Industry
      • Table Construction Industry: ICT Spending, Global, 2013 and 2018
    • ICT Trends in the Construction Industry
    • Construction Collaboration Technology Trends
  • Overview of the Australian Construction Industry
    • Australian Construction Industry-Macro Environment
    • Breakdown of the Australian Construction Industry
    • Forecast for the Australian Construction Industry
    • Structure of the Construction Industry
    • Construction Project Delivery-Models in Use
    • Australian Construction Activity Drivers, Restraints, and Challenges
    • Regulators in the Australian Construction Industry
    • Regulations Needed to Combat Safety Concerns
      • Table Construction Industry: Serious Claims - Incidence Rate by Year, Australia, 2000-01 to 2011-12
  • VoC Study Findings
    • Challenges in Delivering Projects
    • Macro Changes in Construction Projects
    • Macro Changes Impacting Construction Projects
    • Technology Changes Impacting Construction Projects
    • Technologies-Key Focus Areas
    • Technology Changes in Australia
    • Contractor Selection Factors
    • Key Factors in Contractor Selection
    • Satisfaction Rating with Contractors
    • Construction Engineering Firms Used
    • Project Manager Views on Construction Firm Size
    • Changes in Contractor Appointment
    • Unfulfilled Project Expectations
    • Causes for Unsatisfactory Project Outcomes
    • Safety Concerns-The Need to Remain in Focus
  • Implications for the Construction Industry
  • Mega Trends
    • Mega Trends-Implications for the Construction Industry
    • Relevant Research Services

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