**Creating exceptional customer experiences**
The reason you employ a contractor, is to make the complexities of building projects a simple, enjoyable and exciting experience.
That’s why our focus on delivery is underpinned by a Customer Experience (CX) strategy that’s been honed since 2005.
It stems from the roots of our DNA and drives a culture that means no matter which team you get on your project, they’ll walk every step of the way with you, delivering an exceptional customer experience.
Under Perfect Delivery, there are five customer commitments; On Time, 100% Safe, Quality, Delighted Customer and Recommended.
Perfect Delivery is our customer experience philosophy - it’s about the way we deliver, and the way we make you feel.
The first three are derived from key contractual requirements, with the last two elements evolved from a commitment to provide the very best experience.
Average Perfect Delivery scores (out of 10) of completed SCAPE projects
On every project we jointly create a customer charter with you as a key part of our ‘Delighted Customer’ strategy. It often contains social value, community investment or school engagement targets outside of the contract.
We undertake Customer Experience Questionnaires (CEQ) at each key stage - a survey - as brief or detailed as you prefer - to capture how we perform.
Cost
Time
Collaboration / Trust
Social value
Customer satisfaction
Local spend
Quality
Carbon reduction
Health and Safety
This helps us understand how you feel, whilst also being able to measure ourselves against leading organisations globally. We want you to be delighted, every time; and we can only do that by listening.
SCAPE Framework Director
We want you to be delighted, every time; and we can only do that by listening.
In 2018, Lungfish Architects and SCAPE undertook a R&D study of exemplar school design to develop a standardised ‘kit of parts’ which could be applied to any site.
Lungfish further developed this research with Derby City Council, Derbyshire County Council and Morgan Sindall Construction, who used its findings to shape the design of five primary schools. Using the same kit of parts, Hackwood, Highfields and Ravensdale were designed using a modular approach, while Castleward and Oak Grange were constructed traditionally.
The adoption of this standardised blueprint provided both councils with vital time and cost savings during the design and pre-construction stages as well as the confidence they would be fit for purpose.
In total, all five schools handed over on time, within budget with an average client satisfaction score of 9.6/10.
In January 2020, Morgan Sindall was appointed to deliver Rosecliffe Spencer Academy by Arc Partnership - a joint venture between Nottinghamshire County Council and SCAPE - after successfully working together on SCAPE's earlier EMPA framework.
Designed and project managed by Arc Partnership, the £7.9m school would provide 315 primary and 26 nursery places for the surrounding Sharphill housing development.
Delivered seven weeks early, within budget and scoring 10/10 customer satisfaction, the project exemplified the importance of early engagement and stakeholder involvement. Morgan Sindall and Arc Partnership also delivered Bingham Primary School through the RCf framework - with equally impressive outcomes - and have since gone on to forge an incredible working partnership following our appointment on the National Construction framework.
"I am proud to have Morgan Sindall Construction delivering this project on behalf of Arc Partnership. Through early and continuing contractor engagement we have created a truly collaborative working partnership.” – Daniel Maher, Arc Partnership Managing Director
Such was the calibre of projects we delivered through the SCAPE framework that a large number of them were shortlisted and celebrated at leading industry awards. As well as Ravensdale Junior & Infant School being crowned ‘Project of the Year’, other projects were recognised for demonstrating their excellence in ‘Integration & Collaborative Working’, ‘Offsite Construction’ and ‘Modern Methods of Construction’.
Award Winning Projects:Ravensdale - Project of the Year, Constructing ExcellenceHighfields - Collaboration, Constructing Excellence Highly Commended Projects: Ravensdale - MMC, Constructing ExcellenceHighfields - Offsite Construction, Constructing ExcellenceCastleward - Education Awards, SPACES Awards Hackwood - Project of the Year, Education Estates
