More Than 80% of Clients Recommend HanmiGlobal’s PM Services
Achieves ‘World-Class’ NPS Score, Doubling the Global Average
Clients Praise Technical Expertise and Transparent Project Management
HanmiGlobal, the leading construction project management (PM) company in South Korea, announced on August 18 that it recorded a Net Promoter Score (NPS) of 83.5 points in its customer satisfaction survey for the first half of this year. This is the highest score since the company first introduced the system to the construction industry in 2007-marking a 17-year high-and is more than double the global corporate average.
NPS is an index that quantifies actual customers’ willingness to recommend a company, thereby measuring their loyalty. Scores range from -100 to +100. A score above 20 is considered ‘good,’ above 50 is ‘excellent,’ and above 80 is ‘world-class.’ According to global research agencies, the average NPS in the business-to-business market is only 25 to 33 points. Only a handful of companies, such as Amazon, Apple, and Costco, achieve scores in the 50 to 80 range.
This survey was conducted by Gallup Korea, which collected responses from 193 individuals at 133 client companies that had worked on projects with HanmiGlobal over the past six months. HanmiGlobal started with a score in the 20s in 2007, surpassed the 50-point mark in 2009, and has steadily increased its score, exceeding 80 points for the first time this year. The company has used NPS as a key management indicator for objectively measuring customer feedback, and has continuously worked to eliminate inconveniences at each stage of its projects and improve its services through ongoing client consultations.
Clients cited technical expertise, strong headquarters support systems, and the project management capabilities of HanmiGlobal’s highly skilled personnel as major strengths. The company’s proactive approach to identifying and addressing issues from the client’s perspective, its engineering support for managing construction schedules and improving quality, and its transparent business systems all received high marks.
Project management (PM) involves overseeing the entire construction process on behalf of the client, from planning and design to procurement, construction, and maintenance. PM’s role is to identify risks in advance and enhance the overall efficiency of the project.
HanmiGlobal has consistently incorporated customer feedback into its service improvements, achieving record results year after year. In addition to its traditional strengths in high-rise office buildings, logistics centers, and high-tech manufacturing facilities, the company has diversified into areas such as AI data centers, urban renewal, energy infrastructure, and nuclear power plants. HanmiGlobal is also expanding its customer-centric services in overseas markets, leveraging its subsidiaries and project experience in the United States, Europe, and the Middle East.
Park Seoyoung, Head of Business Support at HanmiGlobal, stated, “For HanmiGlobal, which acts as the client’s representative in construction projects, ‘customer success’ is both our mission and core value. All of our employees will continue to prioritize customer success above all else, and we will create customer value through quality and trust.”
© The Asia Business Daily(www.asiae.co.kr). All rights reserved.
