Improving our customer support during challenging times

19 January 2011

Providing the right support is always at the heart of our work.  That’s why we are listening harder to our clients – finding out what’s important to them and how we can improve our services.

Since 2005 our Customer Care survey has been a major listening tool, and this year we wanted to thank the many organisations who shared their views and “tell you what you told us” about Pozzoni.

The big message is that we increased our Business Knowledge rating by 10% to a new satisfaction level of 86%, reflecting how hard we have worked to support our clients during these challenging times, with improvements all round on our Managing Risk, Keeping to Programme/Budget and Appointing Criteria standards.

A major 9% rise in our Creative and Innovative Solutions rating builds upon our long standing reputation in Design and Technical Abilities, both of which increased this year - reflecting our continued investment in technology and team knowledge, themes our Pozzoni Academy will promote over the coming year.

Client feedback requesting further support on sustainability and environmental issues, highlighted that we need to improve the profile of our in house Green Team and ensure that clients are aware of the extensive environmental knowledge, qualified expertise and added value we can bring to every project.

Our overall Value for Money rating was the only standard to have a reduced score with a 1% reduction to 77%, which whilst realistic in present conditions, is something we are working on across all teams and services.

It is positive to record that the quality of our service to clients remained at a consistent 86% rating, with feedback telling us we are “Very professional, warm, good communicators, highly organised, good listeners and able to work under pressure”.

Contact us at architects@pozzoni.co.uk or call 0161 928 7848