MOST SATISFIED CUSTOMERS

Quality in every aspect

Our customers can be found throughout the Nordic region – from a small village in the north to a coastal town in west to a big city in the south. Each customer project aims to improve everyday life where it’s lived. At the same time every project is unique, since customer needs and demands are different. Our job is to make sure quality always comes first, in both project execution and the final result.

Target: Most satisfied customers

We are close to our customers and meet their needs with sustainable offers. Quality permeates our work methods and end results. The right expertise in the right place is key to success.

Highly rated among customers

In order to monitor our work and customers’ perception of us we carry out annual customer surveys that also indicate improvement potential. We also monitor a variety of checkpoints such as guarantee and complaint costs.

As of 2024 we are using a different measurement in the Customer Satisfaction Index (CSI) where each business area corresponds to 25 percent of the rating for the Group’s compiled CSI result. In 2024 CSI amounted to 78, which continues to be a good result and bit over our target of 75. New in 2024 is also that we report our CSI rating from businesses (B2B) and private customers (B2C) separately. Our CSI rating from B2B customers was 80 and from B2C customers 71.

CSI is a weighted assessment of three questions about 1) expectations, 2) total satisfaction and 3) ideal. The answers are ranged on a ten degree scale which is calculated into an index between 0 and 100, where ratings between 65 and 75 entail average customer satisfaction. Ratings under 65 percent entail insufficient customer satisfaction and ratings over 75 entail very good customer satisfaction.

In connection with our annual CSI survey we also ask customers how they perceive Peab through a number of different factors. In terms of what our B2B customers appreciate most, their highest rating continues to go to Peab’s employees while reliability increased the most. Private customers also appreciate our employees the most, closely followed by communication and reliability.

Going forward we will continue to work together with our customers – and strive for early and close dialogues – to achieve the highest possible value for customers and highest level of satisfaction with Peab.

Almost 2,400 customers participated in the autumn survey.

CSI

Stands for Customer Satisfaction Index and measures how satisfied Peab’s customers are.

Target: >75
Outcome 2024: 78

Peab has a diversified customer base that stretches over 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.

Business areas Construction and Civil Engineering mainly conduct their operations in the form of construction contract work for both private and public customers. Business area Industry has both construction contract work and sells its products and services to the Nordic construction and civil engineering companies. The Project Development business area sells housing to private individuals and commercial properties and community properties to public and private clients.

How the Peab Group’s revenue is allotted among the Nordic countries gives an idea of where our customers are. The corresponding division of public and private customers is presented in the adjacent pie chart.

Well spread throughout the Nordic region

Net sales segment reporting, 2024

Increasing share of public sector customers

Net sales segment reporting, 2024

From Peab’s perspective collaboration throughout the entire project is essential to our approach to our customers, particularly in the early stages. We see a growing degree of planning contracts, so-called phase 1 contracts, in business areas Construction and Civil Engineering. The planning contracts entail that Peab, together with the customer, maps out an optimized product with the right quality as well as handles risks and uncertainties. The intention is that under the planning contract period a final construction contract will be signed. At the end of 2024 the potential value of the final construction contracts stemming from planning contracts was around SEK 13 billion over the next two years.

From housing to park maintenance

The character of our work varies greatly. 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 2024 included construction of hospitals and nursing homes, schools, prisons and swimming pool facilities, different kinds of infrastructure projects, operation contracts for road maintenance and groundwork for both new housing tracts and treatment plants. The year 2024 was characterized by the many prison construction projects and other security classed building commissions we received. This is obviously a segment that is growing in the countries where we operate due to security threats and criminality. During the year we received a number of major commissions such as developing the New Bodø Airport and building roads and a railroad in Boden as well as a new dock in Skellefteå to support the industrial transition in Norrland. In western Sweden we are building part of the West Link’s stage Haga-Rosenlund in Gothenburg, Gothenburg’s new station building as well as a new swimming pool block in Partille Municipality. Regarding road maintenance we received five operation contracts from the Swedish Transport Administration for a total of over 6,000 km federal roads. Other commissions include building homes in a number of projects in Helsinki, a water and wastewater project in Norwegian Bærum and in Nittedal building a completely new sewage pipeline and upgrading the mainline as part of an ongoing infrastructure project in the region.

Local roots close to customers

It is imperative for a long-​term, sustainable relationship that Peab delivers on its obligations to customers. A satisfied customer is a customer that comes back. 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. The latter entails everything from demands for climate calculations and certifications to practical requirements for reduced emissions and material choices. Above all we see a greater emphasis on how we work to achieve project and sustainability targets and often success requires close collaboration with our customer at an early stage. This is also what guarantees satisfied customers.

Naturally our engaged employees are key as is well-defined processes. For instance, we have a function in business area Construction that is responsible for partnering and collaboration. 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 and promote climate and environmental work.

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. We have a Procurement Council that is tasked with producing a correct offer that has been thoroughly vetted, which reduces the level of risk for Peab and our customer.

Operations 2024

Critical highway quickly rebuilt

In the autumn of 2023 a landslide suddenly hit highway E6 at Stenungsund and caused significant damage to the infrastructure and environment in the area. A mere nine months after Peab received the commission to rebuild the damaged highway it was reopened, just in time for vacation traffic. The successful project was a result of the close collaboration with the Swedish Transport Administration, technical consultant COWI and Stenungsund Municipality.

Peab’s job included landside protection, groundwork, excavation, ground reinforcement and finally rebuilding 400 meters of roadway. A number of geotechnical investigations and continuous checks on soil movements were executed to achieve a safe and sustainable infrastructure. In order to ensure the stability of the road it was reinforced with a quarter of a million meters of lime-cement piles and foam glass.

“West Sweden stood still after the landslide hit E6 in Stenungsund. In order to solve this we had to start rebuilding immediately. With a clear common goal and focused on close collaboration, the Swedish Transport Administration together with Peab and Cowi were able to rebuild the road in record time,” says Daniel Svensson, Project Manager at the Swedish Transport Administration and continues,

“This is a project where everyone involved should be proud of their participation and I’m sure that we will remember this for a long time. Engagement, and focus on the goal – opening E6 was our top priority.”

After the summer 2024 the work continued to return the area around the road to its previous state, including waterways affected by the landslide. Peab was also commissioned by Stenungsund Municipality to restore the municipal sections. Today the restored area is a safe and pleasant part of highway E6.

Customer Satisfaction Index (CSI)

Target: > 75 (reported annually)

CSI stands for Customer Satisfaction Index and measures how satisfied Peab’s customers are. CSI is a weighted measurement between 0 and 100.