90%+
reduction in snagging levels, Phase Two vs Phase One
W1 Place
Challenge
At this 37-apartment prime Marylebone development, elevated snagging levels during delivery risked impacting customer satisfaction at completion. The client required a proactive quality assurance approach to ensure homes were delivered to the standard expected by the brand and by prime central London purchasers.
Response
Conductor CX partnered with the main contractor during construction to embed proactive quality assurance. Through early inspections, customer-eye snagging and collaborative defect management, we implemented a structured zero-defect handover strategy focused on identifying and resolving issues well before completion.
Impact
The programme achieved a 90%+ reduction in snagging levels, significantly improving apartment readiness at completion. Higher build quality and earlier defect resolution enabled smoother move-ins, reduced post-handover issues and strengthened purchaser confidence, leading to an increase in the overall NPS score.
Zero
defect handover programme delivered
NPS
measurably improved