The Australian Institute of Architects (AIA) has launched a new report that gives its members new insights into what their clients really think.
The Stronger Insights for Stronger Practices – 2021 Client Feedback Report, a collaboration with the Royal Institute of British Architects and Lysaght, gives Australian architects evidence-based data to better shape their value proposition.
It provides architects with a valuable resource especially at a time when the COVID-19 pandemic continues to negatively impact practice.
AIA CEO, Julia Cambage, said the insights directly from clients contained in the report would have otherwise been hard to obtain.
“In the Stronger Insights for Stronger Practices – 2021 Client Feedback Report we’ve asked real clients about their experiences of working with architects on projects,” Ms Cambage said.
“Growth comes from the ability to foster a culture of continual improvement; however, practice is reporting hesitancy from clients in providing robust feedback within a one-on-one setting. By facilitating this body of work on behalf of the profession we are able to bypass this concern.”
The report provides data that demonstrates the client’s perspective on topics such as selection criteria and service expectations, value proposition, performance, and design review.
This data is critical in supporting the executive leadership of architectural practices to make decisions around the practice’s investment in skills, resourcing, and business strategy.
Key findings include:
- Effective communication was the factor clients ranked number #1 in importance in their relationship with an architect;
- Over 61 per cent of clients believed that a fixed price agreement was the preferred form of fee structure;
- 9 per cent of clients indicated they would consider using a dedicated engineering service provided by an architectural firm;
- 60 per cent of survey respondents said that they expect, and value architects that act ethically and challenge them if a project’s objectives are not maintained;
- Clients want to learn more about modern methods of construction; and
- 3/4 respondents believe using the service of an architectural practice represents good value.
“While we know every architectural practice values its clients and aims for collaborative and productive working relationships, the survey results deliver a level of practical insight that is rarely directly provided – and therefore is an invaluable opportunity for further education, training, and process improvement in the architect/client relationship,” said Matt Lloyde, National Manager Sales, Marketing and Innovation at Lysaght.
The full report can be found here.
