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Customer Questionnaire Results 2007
Feedback 2007
A total of 900 surveys were sent out to all customers with their Completion or Regularisation Certificate in Oct 2006 - September 2007. We received 149 returns. No questionnaires were completed online even though they were available for the whole year.
To view the statiscal results of our latest customer survey, please see 
Customer Questionnaire Results 2007 (33.5KB)
What do our customers say about us?
The following comments were made by our customers participating in the Customer Questionnaire 2007.
General Impressions
- "You rarely find the kind of truly outstanding service the team provided to us anywhere today (public or private)"
- "A superb service from start to finish - a very rare achievement in this day and age. Congratuations on your service is in order!"
- "An all round excellent service"
- "Informative, friendly, co-operative, fast!"
- "Well above my expectations"
- "Thank you for a top quality service"
- "It will be a pleasure when I need to contact you again"
What aspects people found especially good
- "Friendly, well organised and efficient"
- "Good customer focus and keen for feedback - and excellent way of working"
- "Friendly, clear advice given in layman's terms"
- "Helpfulness and understanding given and shown to us throughout"
- "The entire staff were exceptionally helpful and responsive. They went out of their way to assist us"
- "You try to help rather than raise obstacles"
What people disliked
- "Your reception and surveyors are in different offices"
- "Surveyors are too remote from the public - I was always at work when you came and I never got to hear if you were happy or not with my builder"
- "Different Surveyors turning up each time and disagreeing with each other's decisions"
- "The cost for only one visit"
- "You cancelled a visit because you said you were too busy and I'd taken the day off work for you"
- "We spent most of our day waiting for the inspector to turn up to visit. You should be able to give some sort of indication when you are going to arrive"
What people thought we could do to improve our service
- "Keep up the excellent level you are at now and don't relax!"
- "Face to face communication of inspections/results"
- "A report by the Building Regs inspector after each visit giving a summary and telling us he's been"
- "Use the same surveyor throughout the work please"
- "A technical services help-line would prevent extra visits if 'standard' answers are available"
- "A visit before we start to point out potential problems and things to watch out for"
- "Web access to what's going on with our application"
- "More customer contact direct - after all I'm the one paying for it!"
- "Articles in the local paper on doing extensions or alterations and tips for the man in the street"
- "Make sure your surveyors have practical experience of what they ask us to do so its feasible"
Complaints and Comments: Action we have taken
Please be assured we take complaints and negative comments seriously.
We have been a BSI registered business since 1995, and have Quality Controls in place which ensure that we recetify any problems and also seek to prevent such occurrences in the future.
We are constantly seeking to improve our service and learn from our customer's opinions and preferences. The document below details action we have taken in response to complaints we have received.
Complaints and comments and what we did to respond to them (24KB)
