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Our blog
Feedback & review highlights (March 2016)
Written by Dominic Chapman
4th April 2016

The most important step in our feedback process is simply asking the customer (personally and directly whenever possible) if everything was okay for them, checking if they are happy with the service they received and asking if there is anything more that we can do. This is the part that can make a real difference to the customer.

A secondary type of feedback is the sort that is collected via a survey form. We prefer not to directly ask for this type of feedback because it might not be convenient and we wouldn't want to put a customer on the spot but we present the option in various places such as on the website after a payment has been made or within the email that contains the invoice. In March about 14% of customers left us feedback in this incredibly generous way.

The most important function of the secondary feedback survey is that it's another way, sometimes a preferable way, for a customer to let us know that there was a problem. The statistics and comments generated from feedback collected also gives us an idea of how we're doing generally and if there are any areas for improvement.

Through the feedback, as well as reviews left on third party websites, we also get the pleasure of hearing from some of our happy customers who took the time to write something about the service they received. This means a great deal to us. Of course when we get it right, once we've finished congratulating each other on a job well done, the challenge is to figure out how to keep raising the bar.

So without further ado, using the kind words from some of our wonderful customers, I'd now like to shine a light on a few of the fantastic people at PGS who delivered exceptional service in March. Get yourself a nice cup of tea, sit back and watch the show.

Just in case it doesn't suit you to watch the video, below are all the customer comments that feature along with the names of the account managers and tradespeople mentioned, many thanks to all customers that gave feedback or left reviews in March and a massive well done to everyone who helped make it happen.

Steve Taylor and Helen Ruffell
"Prompt, efficient, value for money. The guys who turned up were very well informed courteous polite and efficient."

Jason Reid and Michelle Aston
"one of the most pleasant and therapeutic voices in relations to my query and concerns...Immediately I felt assured that I could trust this company"

Darren Mcguire and Helen Ruffell
"Very easy to deal with in booking and fast response. Well organised company and you know you will get a good job"

Steve Taylor and Siobhan Cluskey
"The workmen who attended were exemplary: punctual, polite, experts in their field, clean, tidy and highly professional. Cannot praise the service highly enough."

Darcy Weafer-Cook and Siobhan Cluskey
"The customer service team are very professional and responsive whilst the tradesmen are also very professional."

Danny Dawson and Laura Smith
"They were professional, understood exactly what I required very quickly and customer service throughout the whole process was amazing."

Richard Piggot and Siobhan Cluskey
"Rapid response and quick solution of my boiler problem"

Alex Melnyk and Rebecca Hughes
"PGS were extremely helpful, speedy, efficient and friendly...this process was incredibly easy and professional. "

David Knight and Michelle Aston
"Service is really good from beginning to the end . Communication is short and clear."

Paul Chalmers and Rebecca Hughes
"...extremely impressed by both their office and their engineers. I will now use them for all future work."

David Knight and Rebecca Hughes
"Service is really good from beginning to the end . Communication is short and clear."

Tony Newman and Siobhan Cluskey
"excellent overall service. confident knowledgeable friendly"

Richard Piggot and Siobhan Cluskey
"Good communication throughout the booking process. Engineer phoned prior to arrival. Engineer was polite and professional."

Darren Mcguire and Rebecca Hughes
"They have friendly customer service, are responsive to my needs and clear and open in their communication."

Richard Jackson and Sara McLean
"Very impressed with the way my call was dealt with by Sara, the prompt response and with Richard's service at my Mum's house"

Lee Denham and Liz Chambers
"So lucky to have chosen your services considering who originally was going to do it!"

Jason Reid and Michelle Aston
"Best experience ever...The communication is fluid and concise and the overall care is beyond excellent"

Lewis Kelly and Liz Chambers
"Firstly I would like to express my deepest and sincerest thanks to you for your advice when I called you...Lewis handled it with the utmost professionalism. I cannot thank him enough for his support!"

Daniel Shine and Michelle Aston
"The speedy response time was great, especially on a Friday afternoon. The same account manager located and sent the nearest plumber in the area who fixed the problem immediately."

Dean Wigmore and Sara McLean
"Dean from PGS Services was excellent! He is also an avid Arsenal fan which gives him extra drive and inspiration throughout the day!! :-)"

Daniel Shine and Liz Chambers
"I really appreciate the personal touches and ongoing communication throughout...Both yourself and Daniel were absolute stars..."

Daniel Shine and Helen Ruffell
"Helen the account manager was very helpful and explained everything...Dan the plumber was very friendly, explained clearly everything he was doing, and did a great job. Absolutely brilliant."

Andrew Rees and Helen Ruffell
"Andy arrived on time and assessed the problem expertly, asking pertinent questions in order to confirm where the problem lay...His work was speedy and without any mess. I would certainly recommend PGS Services"