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.