At Tyneside Home Improvements, customer feedback isn’t simply about collecting five-star reviews. It’s an important part of how we measure our performance, recognise great work and identify where we can do better.
Alongside feedback received through Google and Trustpilot, we independently contact customers following their home improvement project and invite them to complete our own customer satisfaction survey.
The results give us valuable insight into the entire customer journey, from why homeowners initially choose Tyneside Home Improvements through to their experience of our products, installation teams and customer service.
What Our Customers Tell Us
Our latest feedback continues to highlight the importance of reputation and recommendation, with 37 customers identifying this as a main reason for choosing Tyneside Home Improvements.
The quality of our products was another significant factor, selected by 25 customers, alongside value for money, customer service, and previous experience with our company.
For a local North East business, we’re particularly proud that so many customers come to us because of our reputation, recommendations from others or their own previous experience.
Recognising Our Teams
We also ask customers which aspects of their product or installation they valued most.
Among the recurring themes in recent responses are our team, workmanship, attention to detail, friendliness, tidiness, quality products, and high standards.
We regularly share this feedback across the business so that the people responsible for delivering a great customer experience receive the recognition they deserve.
Listening When We Can Do Better
Of course, not every piece of feedback we receive is positive, and that’s precisely why we ask for it.
Home improvement projects can be complex, and when customers tell us there are areas where their experience could have been better, we want to understand why.
Feedback is reviewed by our management team and used to identify trends, improve processes, and provide constructive feedback to our teams. Where there are lessons to learn, we want to learn them.
For us, customer feedback isn’t about looking for praise. It’s about understanding what we’re doing well and continually looking for ways to improve.
Building a Better Customer Experience
We’ve been improving homes across the North East for over 18 years, but we never want to assume that what worked yesterday is good enough for tomorrow.
By combining independent online reviews with direct customer feedback, we can continually measure the things that matter most to our customers and use those insights to help shape the way we work.
We’re incredibly grateful to every customer who takes the time to share their experience with us – whether it’s a compliment for one of our teams or constructive feedback that helps us do something better.
Because listening to our customers is one of the most important ways we can continue improving their experience.
