Customer centricity in action

05/02/2026

Quality means doing things right and building trust through every interaction. Our Quality Framework puts Customer Focus at the centre. Through our Voice of Customer (VoC) program, customers share honest, timely feedback that helps us improve performance, prevent issues early, and strengthen long-term partnerships.

Overview

Customer Focus is Principle #1 of the 10 Quality Principles, and our Voice of Customer (VoC) program brings this principle to life. VoC provides a structured, independent way for customers to share what’s working and where improvement is needed. By aligning insights to the Plan–Do–Check–Act (PDCA) cycle, we turn feedback into practical, trackable action. 

Regular checkpoints ensure progress stays on course, while independent interviews support open conversations based on facts, not assumptions. Leadership at all levels—local, operational, and executive—plays a key role in translating insight into action and building strong, trusted relationships. 

Across Downer, this approach helps prevent surprises, strengthens delivery, and ensures we stay closely aligned with customer expectations. These examples show how early insight, persistence, and meaningful engagement can transform relationships and improve performance.

The challenge

Across complex contracts and longterm partnerships, challenges often arise not from a lack of effort, but from gaps in alignment, communication, or visibility. Without structured feedback, early warning signs can be missed—or raised too late. 

In some cases, dissatisfaction may develop quietly, even when daytoday operations appear stable. In others, performance concerns can escalate quickly if not identified early. When this happens, trust can erode, and the risk of losing key contracts increases. 

Understanding the real issues—beyond surfacelevel conversations—is essential to safeguarding relationships and delivering consistently high performance. This is where VoC plays a crucial role. 

Our solution

Downer’s VoC program gives customers a clear voice through independent interviews and structured surveys at critical points. Insights are reviewed with leadership teams, who prioritise and act on opportunities using the PDCA approach. 

In one case, VoC supported a leadership reset that turned a challenging relationship into a highperforming partnership. In another, early detection of misalignment prompted swift executive engagement, rebuilding trust more than two years ahead of a contract renewal. 

By combining early insight, transparent communication, and strong leadership accountability, we apply our Quality Framework in practical, measurable ways that support better outcomes for customers and Downer. 

“When customers tell us what matters to them, it shapes how we show up. Independent insight drives better actions, better conversations, and ultimately, better outcomes for the communities we serve.” - Scott Wilson, Downer Group CX Manager.