Client Care

At Scott White and Hookins we believe that client satisfaction levels are vital to our continued success, compelling us to ensure that we are client focussed at all stages of the design process. We recognise that a satisfied client is a loyal client with whom we can build a long term business relationship benefiting all parties. Clients can therefore be confident that they will receive a quality driven service.

Client care is at the centre of our practice. Since over 70% of our revenue coming comes directly from the same clients we must be doing a good job looking after them.

• Feedback
  To ensure that we understand how a client really feels about our service we encourage our clients to feedback to us on projects we are involved in. To that end we ask our clients to fill in an online questionnaire to rate our services, to give them an opportunity to tell us our strengths and weaknesses and to help point us in the right direction.
  
  
• KPI's
  We regularly analyse this feedback to determine any patterns, common issues and to share best practise. We judge ourselves against industry standard key performance indicators (KPI's).
  
  
• Complaints
  Sometimes, in the unlikely event when things can go wrong we have in place a written complaint procedure to ensure an unbiased free response, managed by two separate partners.