Customer satisfaction is at the forefront of our business

Customer Satisfaction

Customer satisfaction is at the forefront of our business and is incorporated into every aspect of our company through our policies and procedures. We aim to provide customers with the very best level of service and believe we achieve this goal by valuing our customer feedback and using it to shape our ongoing service delivery. Our professional and experienced workforce encourages all customers to provide feedback through one of our customer feedback forms. The senior management team regularly review this feedback and implement any changes and update all staff on the improvements to ensure we maintain exceptional delivery against our key performance indicators. These feedback forms are supplemented by having a highly visible presence of management and supervisors conducting regular site visits, this allows management team to hear first-hand feedback and see our service delivery in action. Our KPI’s are continually monitored and updated by our dedicated management team. All staff are kept informed of our KPI’s and customer feedback toolbox talks are held monthly to reinforce and drive our high standards.

The performance of staff is continually assessed, with each individual having defined KPI’s how they have performed during each month based on customer feedback and supervisory audits. The KPI’s include ratings from 1 -5 (5 being the highest) on how the staff have performed in customer satisfaction, Health and Safety, politeness, job satisfaction, competence and identification. Operatives are kept informed of all ratings and rewarded appropriately to maintain our high working standard. We are aware that we set high expectations of our teams and are continually looking to raise the bar in terms of service delivery. Nothing delights us more than receiving positive feedback and being able to use it to acknowledge the performance of the individuals who help make this company a success.

Clients Review

"Great company, work is done to a very high standard and the workers have great people skills."
Lancho Lancho
Lancho Lancho
"A Trustworthy Company, The Workers Were Polite And Kept Everything Clean And Tidy, Would Recommend"
Mr Leigh
Mr Leigh
"Very clear about what was needed to be done and gave options on the quotation which came through promptly. Works all done as per specification and cost and the team were really easy to deal with - would recommend this firm for roofing works."
Ms Shapcott
Ms ShapcottCEO
"Matthew and team were excellent, I can’t thank them enough. Very presentable and all round top professionals from start to finish. Thank you, Wes"
Mr Wesley Davis
Mr Wesley DavisCEO
"The Work and clean up was done to the highest standard Extremely satisfactory"
Mr & Mrs Aheto
Mr & Mrs AhetoCEO
“Very professional and good service as always expected with Impact roofing. Deliver quality work to industry standards on time, budget and to a quality we have come to expect as exceptional. Workers carry all relevant qualifications and CSCS cards, Managers deal with the works and ensure it meets Langley specification and signoff. Pleasure to work with them.”
Wates Living Space
Wates Living SpaceCEO
“Would highly recommend this company. Great guys very reliable hard working and professional . They won considerate constructors of the year award..need I say more.”
Wates
WatesCEO
“Great service from this company, reasonably priced compared to others I had been quoted from. Job was done in good time and was kept up to date and informed along the way. Was more than happy to undertake additional work I requested too. 10/10 will be recommending these guys to friends and family.”
Customer in Epping
Customer in EppingCEO