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.
At Impact Roofing and Building, we take complaints very seriously, each complaint is regarded as a learning opportunity, through effective and efficient processes, delivered by a capable team with adequate supervision, we ensure that the causes of complaints are minimised. Our documented complaints procedure seeks to achieve three outcomes; timely resolution of the complaint to the satisfaction of the customer. Secondly, we seek to communicate the lessons learnt from the complaint. Finally, we review our defined operating procedures to see how we can prevent reoccurrence of a similar incident.
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.