2018 is coming to an end. During 2018, we have already passed on more than 5,000 building services contracts to our partners. It's been an instructive year and we've been able to improve our service all the time. Thanks to our customers and partners who have given us good and honest feedback.
We will continue to develop our service next year and strive to make it even better.
Thank you all for 2018 and happy New Year 2019!
Here's some more feedback we've received during the autumn.
Glass emergency service, Hyvinkää
Broken glass in a front door
Free feedback to a customer service representative:
"I felt sometimes that I had to lead the conversation myself, which was a bit awkward when you don't know how things are progressing and when I've told you my problem so that you know what the next step is. I would have expected the customer service representative to tell me how to proceed."
Free feedback to the installer:
"The man had a relaxed and fun attitude and seemed to get the job done the moment I turned my back. Really prompt and a neat job!"
How would you briefly describe your customer experience?
"I received the service quickly and I am satisfied with the fast response. I really would have liked the customer service to be a little more proactive and to guide the customer."
Plumber, Mäntsälä
Hot water has stopped coming into the bathroom
Free feedback to a customer service representative:
"The customer service representative asked relevant and knowledgeable questions during the first call. And gave some guidance."
Free feedback to the installer:
"The installer was friendly and completed the repair work quickly and provided the necessary parts."
How would you briefly describe your customer experience?
"The experience was good. Not once did I get the feeling that I was going to be left wondering what was going to happen, but someone else took care of all the details for me."
Locksmith, Raasepori
Car lock opening
Free feedback to a customer service representative:
"Situation: I'm at a cottage in Hankoniemi, leaving for Hague before dark at about 4 p.m. The car was packed to the last bag to go in the trunk. When I closed the rear door, all the doors locked. On the front seat were the car keys, cottage key, home key and mobile phone + emergency numbers. Huhh!!! The nearest neighbour didn't have a smartphone and the other neighbour was suffering from a germ he caught in Morocco. A third neighbour kindly came to the rescue. Called your number and the matter went forward. Luckily, our cottage village was having a fall festival, so I was able to get help."
Free feedback to the installer:
"Professional- When the front door handle would not open due to a junk lock, he was able to press the open button on the car key in the adjacent front seat and the door opened and the torment was eased."
How would you briefly describe your customer experience?
"See feedback above"
Plumbing emergency service, Kerava
Kitchen renovation, pipe relocation
Free feedback to a customer service representative:
"It would be good to explain the company's policy. There is no way for the customer to conclude that this is just a brokerage job and that you are the organiser of suitable installers."
Free feedback to the installer:
"We were not there when the installer did his work. We were told that it took him one hour to pick up the tools. I expect the installer to have the necessary tools with him. They were not special tools. I refuse to pay if you charge me for picking up the tools."
How would you briefly describe your customer experience?
"It was good to get help quickly. Without you, it would have been difficult for me to call around looking for an installer."
Electrician, Tampere
Fluorescent tube luminaire
Free feedback to a customer service representative:
"Listing prices on the phone is a waste of time,. They should be put in an email etc. However, the charges depend on the work and the amount of work."
Free feedback to the installer:
"A very well done and managed job. The search for the fluorescent tubes took time, could have called for temporary information, waiting tied up time from other work."
How would you briefly describe your customer experience?
"See above, we are happy to invite him to work with us in the future."
Locksmith, Kauniainen
Door opening
Free feedback to a customer service representative:
"The customer should definitely be told if VAT is included in the price. As a private customer, it was a nasty surprise to find out only after receiving an invoice by e-mail that the prices quoted on the phone did not include VAT."
Free feedback to the installer:
"Once the installer arrived, the job was done in twenty minutes."
How would you briefly describe your customer experience?
"Reasonably fast service but a high price for a short job. Poorly priced."
