Our approach

A Commitment to Customer Satisfaction

Two Performance Services team members showing a customer a project update at Noblesville Schools

Performance Services has built a reputation on an unwavering commitment to serving our customers. Our team strives for 100% customer satisfaction on a daily basis. From the first owner meeting to the completion of a project and throughout the guarantee, Performance Services stands behind our work and with our customers. 

The Customer Experience

We are always looking to improve our processes by actively listening to our customers. This is why we partnered with Walker Information, a customer intelligence consulting firm with over 75 years of experience. We invite and encourage owner representatives to provide us with feedback at critical stages during their active design and construction projects with us.

Performance Services has adopted five essentials of the customer experience. These five pillars enable us to adapt our active project process to provide a simple and effective way to ask and receive customer feedback.



Continual communication is important to ensure that the customer is well aware of how their feedback is being used to improve our processes and how our active listening helps resolve any project challenges. 



Customer experience driven processes lead to actions that impact the customer's project and affect change throughout our company. This action also encourages process improvements for all members of our team. 



Understanding customer needs and challenges are at the core of a successful customer experience program. Our team uses customer feedback to build intelligence about customer needs by assembling and analyzing the data and communicating it to the appropriate team members. 



Clear objectives and a well-defined roadmap are an essential part of every customer project. Aligning these objectives with our Mission, Vision, and Guiding Principles is essential to our entire team. 



Employee ownership of the Customer Experience starts and ends with strong leadership at every level of the organization and project team. Our project teams drive accountability throughout each customer project. 

The five essentials help us measure our progress and success. This foundation allows us to listen and respond to each customer's need and more efficiently address any outstanding issues. We truly care for our customers, and it's our responsibility to fulfill all promises made and exceed expectations on every project and throughout the performance guarantee.

Featured Podcast:

Tim Thoman was invited to speak on the CX Leader Podcast about the importance of monitoring customer experience data and acting on the insights it provides. Listen below or review the podcast highlights here

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