Recent research from contractors BW has revealed the critical gaps between clients’ expectations and reality, in terms of the service they receive from the construction industry.

The independent study highlighted that for over 80 per cent of respondees the most important aspects of the construction phase are quality of work, delivering on schedule and communicating honestly.

When evaluating a company for an appointment, respondents cared most about the project being completed by a high quality team (62%) and ease of handover and defect resolution (64%). However, disturbingly for the industry it is in these areas where the biggest gap between expectation and performance achieved are present.

The study also revealed that ‘price’ was the most important factor for less than a third of respondees, which reassuringly suggests that clients are prepared to pay for quality and expertise.

Stephen Elliot, CEO of BW comments:

“Clients are undoubtedly valuing their working environments and value the impact they can have on productivity, as well as a tool for recruitment and retention of the best employees. This is very positive for our industry as we all strive to produce conducive places for people to work. BUT great designs need to be matched by great delivery and I fear that we as an industry are failing. BW is boldly addressing this and is openly stating its aim to be ‘Defect Free’ on every single project at Practical Completion.”


For further information contact:

Anna King

[email protected]


About BW: Driven by innovation and characterised by transparency, personality and fit out expertise, London-based BW brings a commitment to delivering defect-free fit out and refurbishment projects to London and the South of England. Visit to view some recently completed projects, our externally facing team, or some recent company news.