Customers and the living environment
In 2021, SRV defined a new customer promise based on our updated strategy: “By listening, we build wisely.” The promise is built on two pillars: what we offer through lifecycle-wise construction concepts, and how we work with our clients.
We emphasise listening to our clients and other stakeholders by asking, learning and understanding. We believe that sustainable and carefully considered construction can improve both people’s lives and the environment.
Our aim is to offer the best customer experience in the industry
A strong customer experience is one of our key objectives. We want to earn our customers’ trust by working openly and delivering projects that are safe and of high quality. Customer experience also includes how responsible a product or service is perceived to be. It is the sum of all interactions a customer has with SRV. Our goal is to provide the best customer experience in the industry, which means that every encounter must run smoothly and leave the customer confident enough to recommend SRV to others.
A sign of good quality is a satisfied customer whose needs have been understood and fulfilled. We collect feedback from our projects so that we can work towards the excellent customer experience set out in our strategy. We are genuinely interested in our customers’ experiences and we listen to them carefully. In this way, we aim to differentiate ourselves from our competitors.
Environmental certifications and property performance assessment are increasing
Various environmental certifications, such as the international LEED and BREEAM systems and the Finnish Rakennustieto environmental classification (YL Classification, formerly known as the RTS Classification), have long served as environmental management tools for developers and property owners. During 2022, these three commonly used certification systems were also applied in SRV’s business premises projects. In 2021, SRV introduced the RTS Environmental Classification to guide the management of all its own-developed housing projects.
In addition to property owners and users, the environmental performance of buildings is increasingly important to authorities, investors and the international community. The impacts of different choices on a building’s life cycle have long been assessed using life-cycle assessments (LCA) and their components. Alongside the EU’s Level(s) framework, Finland’s national carbon footprint calculation method has also been piloted at SRV. Life-cycle impact assessment is carried out not only in lifecycle projects and certified developments, but also in our own-developed housing projects and, going forward, in lifecycle-wise projects.
