Roofspace Solutions Shows Improvements in Customer Satisfaction Survey
The results are in for our annual customer satisfaction survey, which is independently conducted by TLF Research. The survey is conducted through phone calls to our customer base on our behalf, allowing them to rate our service, product and a mix of other factors on a scale of one to 10.
The overall customer satisfaction score was 83.5%, and we have also seen positive scores for two other key areas, including product quality and condition of product on delivery.
Our customers have rated our industry-leading i-Roof and i-House products 8.7, an increase on our score from 2022. When asked to score the condition of these products upon delivery, customers rated this 8.8.
Elsewhere, our on-site installation teams were praised for their effectiveness, and respondents believed we were able to help meet their environmental requirements, a factor very important to both us, and our customers.
We’re incredibly proud of the supportive team we have at our Alcester site, with a number of compliments received about our team.
“The team I work with are really good, they look after us. Joe Carrington is good with communication and tries to work with you rather than against you like some competitors do.”
“The people I deal with, Amy in the office is fantastic to deal with and work with.”
“Rebecca Woods, operations finance coordinator is always perfect also Andrew Siwicki. These are both my points of contact and they are both very quick to come back to me about any queries.”
Looking ahead to the future
At Roofspace Solutions, we believe that the relationships we hold with our customers are our most important asset, and it’s imperative that we work hard every day to improve our services. While we know there is always room to improve communication between us, we are still pleased to see those surveyed believed communication around installation dates had improved within the last 12 months.
One customer commented:
“I think it’s improved because they get in touch with you, and Amy in the office is very proactive. She answers the phone, she’s polite and friendly, and she comes back with the facts if she hasn’t got them there and then. She’s a pleasure to deal with.”
We will continue to investigate ways in which we can improve these lines of communication, to ensure our customers are always getting exactly what they need from us.
Customers would also like to see more technical advice from us, and with highly skilled and knowledgeable teams we have the ability to provide this, so this is something we will endeavor to deliver more actively through 2024 and beyond.’
Roofspace Solutions Managing Director Ross Baxter said: “We conduct these customer satisfaction surveys every year, and each year we receive incredibly valuable feedback from our customers old and new.
We are always keen to learn how we can improve our products and services going forward, and we thank our customers for their honest feedback. I would also like to thank our Roofspace Solutions colleagues, both on and off-site, for their efforts in driving change across the business.”
We always welcome feedback from our customers, so if you would like to share your comments on how we’re doing, please get in touch.