“Exceptional” Annual Client Feedback 2022

Following another successful financial year, we asked all our fee-paying clients to give us their honest feedback on our performance over the last 12 months as we look to continually improve our service offer and project delivery.

We asked a series of questions about our team and our work and used the Net Promotor Scoring (NPS)* system to evaluate the responses. Overall, we were rated “Exceptional”:

Contactability and attitude? NPS – 71
Knowledge and skills? NPS – 73
Design quality? NPS – 76
Quality of our technical information? NPS – 69
How likely is it that you would recommend us to a friend, colleague or industry peer? NPS – 84
We got some amazing comments:

“After working with you for many years we still have a very good working relationship and that continues to develop”

– Stephen Jackson, East Lancs Mark Benevolent Fund

“Excellent team to work with, very knowledgeable and always willing to go the extra mile!!”

– Paul May, McDonald’s Restaurants Ltd

“It is always a personal relief and comfort to know that we can work with Aew on new opportunities and projects that we pursue. They provide an excellent service, are highly responsive and provide helpful recommendations/design solutions.”

– Catherine Chilvers, Network Space

For each response received, we made a £25 donation to Ronald McDonald House Charities on the respondent’s behalf. These donations will help provide free ‘home away from home’ accommodation to the families of sick children being treated in nearby hospitals.

Thank you to all our clients who took part this year.

*Net Promotor Score (NPS) is an internationally recognised client feedback system, whereby clients rate us from 0 (not at all pleased) to 10 (extremely pleased). The NPS is calculated by subtracting the percentage of ‘Detractors’ (0-6) from ‘Promotors’ (9-10) multiplied by 100. Whilst NPS scores vary across industries, a positive NPS (i.e. one that is higher than zero) is generally deemed ‘Good’, an NPS of +50 is generally deemed ‘Excellent’, and anything over +70 is ‘Exceptional’.