12th July 2013

Customer Survey

HFL Building Solutions undertook a customer survey – the objective being to see exactly what our customers think of us and how we can improve our standards of service delivery. 

We sent the survey out to more than 100 of our customers with questions relating to:-

• Ÿ  the level of service provided 
• Ÿ  satisfaction levels
• Ÿ  frequency of contact
• Ÿ  information provision
• Ÿ  why they chose to work with HFL Building Solutions

Over 30% responded:-

• Ÿ  The majority of those who responded had been a customer for between 1 and 5 years
• Ÿ  98% of all the respondents are very satisfied with the service they are currently receiving
• Ÿ  The key reasons for choosing HFL Building Solutions were the expertise of the engineers, our service delivery followed by response times and    management support
• Ÿ  Overall the real time information is seen as important by more individuals, but energy management being the most important
• Ÿ  The majority of respondents are currently seen at least once a quarter and around 90% are satisfied with this current frequency.
• Ÿ  85% believe information is provided on a sufficiently regular basis, 15% do not.

Even though a high percentage of customers are very satisfied, we took their negative points very seriously. The major area was information to be provided on a more regular basis. This has been addressed through our computerised systems, JobLogic and Data Station where more information can be provided covering a wider range of  subjects dependant on the Customers' requirements.