Thank you to all those who participated in our recent customer survey. The results are used to help benchmark our performance year on year and make sure our service levels are meeting your expectations.

For each completed response, we made a donation to our chosen charity, Barnsley Hospice. HMA’s Financial Director Diane Hill is pictured with Sam Silverwood, Fundraiser (Corporate and Partnerships) at the Hospice with a cheque for £250.

From the results, 96% of respondents feel that we demonstrate a high level of design capability, as well as 100% of respondents feeling that our team is friendly and approachable.

Other highlights include:

96% of respondents feel that we understand their business/project objectives
96% of respondents feel that we demonstrate a high level of technical expertise
92% of respondents feel that their enquiries are responded to in a timely manner
96% of respondents feel that we provide value for money
96% of respondents feel that we are making a positive contribution to their organisation

We’re delighted to see such high levels of satisfaction overall, and we’re proud of our ability to consistently meet and exceed your expectations. There are of course areas where we can do better, mainly around responding to enquiries within a timely manner. Managing expectations is a critical part of what we do and so internal targets have been set to ensure we respond to different types of enquiries within specific timeframes.

HMA has a Net Promoter Score of +95*

*The net promoter score assesses to what extent a respondent would recommend HMA to colleagues. The NPS is expressed as an absolute number lying between -100 and +100.