Customer benefits and quality – our North Star

A broad customer base

Peab has a diversified customer base that stretches over our four business areas. Sometimes all four business areas deliver to a customer, sometimes only one business area has a relationship with the customer. The total number of customers is around 18,000.

Revenue in business areas Construction and Civil Engineering comes from construction contract work. Business area Construction delivers construction-related services in the form of everything from homes to schools, hospitals, offices and swimming pool facilities to both private and public customers. Business area Civil Engineering delivers everything from street work and landscaping, operation and maintenance to building roads and other infrastructure primarily to the public sector such as Nordic authorities that oversee roads, railroads and waterways as well as municipalities and local business.

Business area Industry, in turn, generates a large part of its revenue from selling products and transportation services along with machine rentals to construction and civil engineering projects. Customers are Nordic construction and civil engineering companies.

Business area Project Development develops homes, commercial property and public buildings. While customers in housing development projects are private persons that choose to live in the buildings the business area develops, customers in the latter two categories are private respectively public actors.

The Peab Group’s revenue allotment between the Nordic countries gives an idea of what our customer base looks like. The corresponding division of public and private customers is presented in the adjacent pie chart.

From housing to park maintenance

The character of our work varies wildly. Peab is a complete community builder that offers its customers comprehensive solutions, or partial solutions if they prefer. We build everything from housing in various ownership forms and public buildings to maintaining parks and delivering concrete and other input goods to our customers. Our construction contract work during 2022 included a number of projects based on our NärBo concept for nearly ready-made solutions for apartment buildings, preschools, schools and swimming pool facilities for municipalities, operation contracts for road maintenance, and groundwork for both new housing tracts and treatment plants.

Local roots close to customers

It is imperative for a long-​term, sustainable relationship that Peab deliver on its obligations to customers. A satisfied customer is a customer that comes back and is vital to our company. When we, for example, build homes, schools, hospitals, roads and other infrastructure we do it based on the needs of the local community. A prerequisite for this is our expert and engaged employees, along with good channels to a local supply of input goods, employees and local subcontractors.

Customers are making higher and higher demands on the projects they order. They want the process from planning to production to become more digitalized and that the construction project is permeated by focus on the climate and environment (for example climate calculations and certifications). Above all we see a greater emphasis on how we work to achieve project and sustainability targets.

From Peab’s perspective it is essential to have a dialogue with our customers throughout the entire project, particularly in the early stages. Naturally our engaged employees are a vital part of close partnerships from the very beginning. To ensure this work method early on we have created a new function responsible for partnering and collaboration in business area Construction. Its purpose is to sell in Peab’s expertise right from the start of a project and create the prerequisites for structured partnership forms where the general contractor, consultants, subcontractors and other key actors ensure the project’s success together. Collaboration is often the catalyst to new solutions and innovation in construction and civil engineering operations.

Before we begin working with a customer we do meticulous studies and investigations into all their requirements and our ability to meet them both in material and staffing as well as process all the relevant sustainable aspects. For example, we have a Procurement Council that is tasked with producing a fair offer that has been thoroughly vetted and which reduces the level of risk for Peab and our customer.

From Peab’s perspective it is essential to have a dialogue with our customers throughout the entire project, particularly in the early stages.

In order to ensure the quality of our delivery we continually measure customer satisfaction through our Customer Satisfaction Index, which is also one of our nine external targets. Find more about the result for 2022 below. In addition, we also monitor a variety of checkpoints such as guarantee and complaint costs.