Hear from our clients

Client feedback in this industry is usually collected at completion, when everyone is relieved, and it tends to record politeness rather than performance. The feedback worth reading is about what happened when something went wrong: whether a finding that contradicted a drawing was reported or quietly absorbed, whether a stalled permission was flagged early or at the point it became critical, and whether the crew who surveyed a corridor were available when a question arose months later.

What our clients most often comment on

Response time in NCR, which follows from the yard being in Faridabad rather than from any process. Reporting that surfaces problems early rather than at month end, which some clients find uncomfortable and most find useful. The separation between what was detected and what was verified, which matters to design teams and is invisible to everyone else. And, repeatedly, that we declined something — a fixed price without a survey, a timeline that could not survive the permission process — which clients tend to remember longer than the work we accepted.

How to test feedback properly

Ask a referee what went wrong rather than what went well. Ask whether they were told about it before or after it became a problem. Ask whether the same people were still on the project at the end. And ask whether they would use the contractor again for the difficult part of a scope rather than the routine part, which is a more discriminating question than general satisfaction. We are content to be evaluated on those four rather than on a rating.

Beyond the basics

Why not just show a rating? Because a rating collected at completion records relief rather than performance. The discriminating questions are about what happened when something went wrong.

Can we speak to a referee? Yes, at tender stage, subject to what each client permits. Some are contractually restricted and we will say which rather than being vague.

What do clients complain about? Usually that we declined something, or that we reported a problem earlier than they wanted to hear it. Both are deliberate rather than accidental.

Do you publish negative feedback? We do not curate a wall of praise. Ask a referee directly about a difficult stretch and you will get a more useful answer than any published quote.

What is the best question to ask a referee? Whether they would use us again for the difficult part of a scope rather than the routine part. It discriminates far better than general satisfaction.

Terms used on this page

Referee — a past client available to discuss a contractor's performance directly. Detected versus verified — the distinction between a radar finding and a physically confirmed one. Early reporting — surfacing a problem when it appears rather than when it becomes critical. Discriminating question — one whose answer actually separates contractors, unlike general satisfaction. Declined scope — work a contractor refused, which is often more informative than work accepted.