Client satisfaction in projects

Our clients’ overall satisfaction and Net Promoter Score (NPS) are two vitally important indicators of our performance as a company and are measured through client satisfaction surveys. Clients are invited to provide feedback via these surveys on or near the completion of a project. Our NPS in 2019 was +37% (2018 +38%). The average overall client satisfaction score during 2019 was 8.27 (8.23 in 2018) on a scale from 1-10 and based on a response rate of 60%. Comments from clients who scored us 10 on overall project satisfaction include:

  • Sasol, engineering, procurement & construction management (EPCM) for a housing project to provide accommodation, supporting infrastructure and amenities for employees (Mozambique): “Royal HaskoningDHV was instrumental in providing technical solutions to problems that could not have been foreseen during the design phase. We were assigned a team of Royal HaskoningDHV professionals, all highly skilled in their areas of expertise. They are solutions driven, they know the local environment and they know how to excel under local conditions – with the appointment of Royal HaskoningDHV the project gained a definite advantage.”

  • North Holland Environmental Federation, study into the opportunities for trains to substitute short distance flights (Netherlands): “The end result was an excellent combination of technical research with practical recommendations. An enthusiastic and expert research team that thinks along with you and delivers on time!”

  • Balfour Beatty, expert review of overall design, drainage detail and construction workmanship of Anchorsholme Sea Defence Scheme (United Kingdom): “The team's expert support has been technically excellent, getting to the root of and explaining the problem, which has helped to inform and progress the final solution.”

  • Weavind & Weavind, NACO acted as expert witness in an arbitration for an airport design project (South Africa): “Excelled in every possible aspect and went above and beyond what was requested and/or expected.”

  • SM Prime Holdings, Pasay Paranaque development project to design the reclamation and the horizontal development works (Philippines): “Royal HaskoningDHV was able to deliver the expertise; the report produced was excellent and considered all environmental aspects of the site.”

  • AVIC International Holding Corporation, design of iconic air traffic control tower, new third runway and taxiways, and renovation of existing runway (Kuwait): “Based on the experience of Kuwait runway project, we believe NACO is one of the best designers of airports in the world.”

  • NS Fiets BV, improvement of self-service bicycle parking entrances, (Netherlands): “Royal HaskoningDHV has succeeded in delivering the product on time and within budget in a complex environment with many and demanding stakeholders. A unique achievement within this domain.”