Ensuring Customer Satisfaction Through Six Key Processes

By Danny Scrivener

Overview

At Pager Power, customer service and satisfaction are areas where we strive to exceed client expectations. Our job is to understand and evaluate a particular problem and ensure that the best results are achieved. This may be through consultation strategy or utilising particular technical analysis.

Our focus is constantly based around the best possible service we can provide to each of our clients and we are delighted to have received a 94% customer satisfaction rating for 2017 to date.

customer satisfaction

In this article, we present six ways in which Pager Power delivers the best customer service possible.

A commitment to customer service excellence

We aim to deliver great service for our customers including being responsive service at all times. Our office is always manned in office hours and we respond to all enquiries within 24 hours. We take our commitments to our customers very seriously and as such, we work with you to meet your deadlines and budgets by offering standard and accelerated project delivery options. We are a small friendly team.  We know our customers by name and develop strong, personal working relationships with them. Honesty is one of our core company values and so we are upfront about our costs and never conceal additional costs for projects.

Continual improvement of technical models

Continually reviewing and maintaining our technical models is essential to ensuring the results produced are accurate. We do this by listening to our customers’ needs, reviewing the latest technical guidance and studies, and reviewing and improving our technical models (such as the glint and glare model). We do this so that clients (and stakeholders) receive the most accurate technical analysis that will stand up under scrutiny. Most recently we developed a shadowing model used to predict the potential energy losses (in percentage terms) for a solar photovoltaic development due to shadowing caused by a proposed Energy from Waste (EfW) development.

Consultation strategy

Pager Power has vast experience dealing with stakeholders, from initial contact through to public enquiry. It is paramount to identify and approach the correct stakeholders/personnel, whilst ensuring the correct strategy is employed.  This includes the timing of consultation, the wording of significant documentation and managing the process going through to planning and potential public enquiry. Considering all of the above means the best results can be achieved.

The review process

Each report is authored by a trained member of the technical team and reviewed by a different technical expert within the team. In some circumstances, a second review is also completed where the topic is particularly complex. Therefore, before a report is delivered, it may have been reviewed by three or more technical experts at Pager Power. The reason we do this is to ensure the technical analysis is correct, the arguments are clear to understand, and the results and recommendations are as accurate as possible and to the highest standard.

Vast experience

Pager Power has worked on many renewable and building developments since 1997. We have helped developers gain planning consent for many wind farms, solar farms and building developments both in the UK and internationally. This means we have the experience to offer the best advice to maximise the potential of planning consent and overcoming planning conditions. It is estimated that we have worked on 1/5th of the operational wind developments in the UK. Furthermore, we have completed over 250 glint and glare assessments in the UK, Ireland and internationally and even produced our own Glint and Glare Guidance for use all over the world.

Unbiased and independent advice

Our job is to ensure the advice we give you is as accurate as possible. Whether the result of the technical analysis is promising or not, the best way is to be honest so that you can make the best decision for your project going forward. Offering misleading advice will only cause issues further down the project timeline, which may lead to wasted time and money.

Posted By: Danny Scrivener

on 09 November 2017

danny@pagerpower.co.uk

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