Customer Feedback

In association with our Quality Management Procedures Smith Brothers take an active interest in the views and opinons of our customers and in this respect invite responses at completion of work.

Feedback

This is achieved by the circulation of a customer satisfaction report which is a pro-forma asking relevant questions about particular elements of service thoughout the duration of the contract or work on site. each returned pro-forma is scrutinised and where appropriate comments are taken onboard and incorporated into the company's working practices and procedural documents.
Below are a few returned examples of the pro-forma with a brief description of the contract work
Complete refurbishment, rennovation, major alterations and extension to existing country house which was Category B listed (see projects page)

Standard of Service on Site  
Customer comments were;- Very High, the issues that might usually stress a client (not reflected on the plans, damages whilst work undertaken, poor quality work etc) were not an issue and all the team were very engaged and talked to us through any issues.
Timekeeping and Housekeeping on Site
We can't comment on the day to day performance as we were absent, but we were impressed with the committment to keep to schedule despite the worst summer on record! we felt everything that could be done was being done.
Communication with Contract Manager and Service from Head Office
Great team, friendly and polite and projected a feeling of quiet assurance, Colin was always attentive, never over promised and we were always confident that the result would be good.
Other remarks from Customer
We genuinely could not be more pleased, this rennovation was a really big deal for us, financially and emotionally, we could not have done it from a remote location without the right combination of relationship and communication between architect, builder, and ourselves with an underlying trust build on Smith Brothers against all the milestones as we progressed. It is hard to believe that such extensive works took place not so long ago and during such bad weather. In every respect we were particularly impressed with site management and a commitment to a low impact build.
It is inevitably potentially intrusive doing extensive works on someone's home but this is made much more stressful if one thinks that individual contractors are not committed to anything other than their bit. We felt that everyone acted as a co-ordinated and cohesive team who were committed to the total result. It's a great model and we would recommend you without reservation.
Repair of brick boundary wall 

Standard of Service on Site  
Excellent. Kept up to date with quality and progress checks.
Timekeeping and Housekeeping on Site
Excellent timekeeping: Job completed with no unforseen delays. Site always orderly, tidy with minimal mess.
Communication with Contract Manager and Service from Head Office
Head office assistance very efficient and prompt.
Other remarks from Customer
​Up to usual and expected, high standards.
Extension and formation of a patio including general ground works to footpaths etc. to dwelling house  

Standard of Service on Site  
All staff involved with the extension build and patio/path slablaying worked extremely hard (in all weathers) and provided an excellent service at all times.
Timekeeping and Housekeeping on Site
Excellent timekeeping. Staff arrived punctually every morning and only left the job in the afternoon after tidying and sweeping up any mess. Frequently left late afternoon only when particular work had been completed.
Communication with Contract Manager and Service from Head Office
Excellent. It was always possible to contact youself and others regarding problems or seeking advice. Response time always prompt.
Other remarks from Customer
​​We were very pleased with the high standard of work carried out by Smith Brothers both on this job and also that completed at our previous
address. Our neighbours have also commented on the quality of the work. We would have no hesitation in recommending your company to other people for future work.
Pointing to weathered areas of brickwork and repair of roughcast areas to dwelling house

Standard of Service on Site  
Good workmanship and knowledgeable.
Timekeeping and Housekeeping on Site
Neat and tidy when they left, arrived timeously and completed all work within stated timescales.
Communication with Contract Manager and Service from Head Office
Good - Kept informed at all stages till date set for work to be done, communicated very effectively.
Other remarks from Customer
Men were very helpful and cheerful throughout the day, coped with heavy rain admirably - would not hesitate to recommend or use the firm again.