Quality of service. This could be an important driver for the project. The settling of claims ought to be speeded up and the possible inconvenience of having to deal with tradespeople would be reduced for customers. In business terms customer value would be enhanced. The customers’ perception of quality of service could be measured by feedback questionnaires. Note that comparisons with past customer perceptions may not be valid as some dissatisfaction previously directed at builders may now be transferred to the insurance company.