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Customer Satisfaction
Customer Satisfaction
Our Latest Reviews
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Highly Competent
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Atention To Detail
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Superior Products
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Vast Experience In Complex Glazing Projects
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Wide Range Of Glass Options
"IQ has proven to be a very competent, professional and helpful provider from the point of contract through to completion. Our order was handed-over diligently from one step of the process to another, keeping us informed at all times. It was re-assuring that our calls were answered promptly by all individuals involved at each stage. The work was well planned yet flexible to fit with our builders timeline. The teams who came on-site were punctual, professional and pleasant to deal with. Reliable and trustworthy service altogether."
Read the Original Review on Google Here
"Great showroom and really helpful staff. We visited on a very hot day to experience a glazed open-plan extension with electric skylights and a Panoramah Swiss precision-made double or triple glazed cornerless glazing system. The electric opening skylights really made a difference to the heat, when opened we immediately noticed the drop in temperature from the roof ventilation, which was one of our main requirements when choosing our glazing specifications. The ability to open and close the huge sliding doors easily was also very impressive, and not something you can experience on the Internet. Well worth a visit in the early stages of planning your project."
Read the Original Review on Google Here
"IQ are truly experts in the field of top-notch glazing. Their work has transformed our home. We now have 270-degree floor to ceiling views across our garden. We are thrilled!
The workmanship and efficiency of this company are second to none. There were no fewer than 8 men here to instal the large panes of glass and sliding doors - and it went without a hitch. We had every confidence in them.
The workforce is professional and efficient; so too the customer services team. The contracts manager responds swiftly to emails and kept us updated when there was a slight delay for a part.
I could not recommend IQ more highly. Their showroom takes you into another world. It is full of inspiration and wonderful ideas.
It is very impressive that work continues during the pandemic."
How to Communicate with IQ
We take pride in our excellent industry reputation and the amount of repeat business we receive from the UK’s leading architects and contractors is proof of the exemplary service IQ look to offer.
However, we are all human and sometimes things can go wrong.
We have taken a lot of time and internal training to ensure that our contracts department is customer focussed. Your project manager on your contract with IQ is therefore always the first port of call for any issue you want to raise. This can be escalated to their manager if you feel you are not getting the support you wish for from your Project Manager.
We also have a dedicated team to address your project issues which can be contacted by emailing customer.relations@iqglass.group. They are an independent team who can investigate your project issues and help reach a resolution or provide answers to your questions.
What Happens If It Goes Wrong?
Unlike other companies we do not discount a negative review and post a simple ‘we are sorry’ response. Every bit of feedback we receive from architects, builders or property owners is taken extremely seriously and investigated by the senior management.
- When negative comments are received, we begin our internal investigation by running through the review details with all parties involved. This could be the contract manager, sales team, design team and site operatives.
- This initial investigation is written up detailing out the issues that occurred on the project.
- A member of the senior management team investigates all the issues and likely causes of the issues that occurred. This all occurs within 1-3 days after the feedback has been received.
- Each route cause of the issues raised is addressed with an immediate action plan put into place to eradicate this possible issue from any future projects.
- All Customer Success investigations are reviewed by the board of directors within our quarterly board meetings to ensure that the recommended actions and procedures have been implemented.
This process takes a lot of management time, but we believe it is important to learn from every negative experience. This approach is what helps us grow, improve, and fine-tune our internal processes to keep us as the UK’s leading architectural glazier.
Internal Review Process
We do not just rely on our clients to let us know when something has not gone quite right. At IQ we have implemented an extremely successful internal review reporting procedure.
We call it ‘Opportunities For Improvement’. In this process, our team members are encouraged to point out when there may have been failings in our procedures, or if they notice something has gone wrong.
All submitted OFI’s are subject to a very similar review procedure by the director responsible for that department. These internal reviews are designed to help us streamline our processes, see potential issues before they become a problem and constantly review our services to ensure improvement and progress.
Constant Improvement
We are constantly refining and updating our service and processes. These changes can come in many forms such as:
- Additional internal training for teams
- Implementation of a brand-new piece of software/procedure
- Updating an existing procedure
- Adding additional resources to a team (such as new team members)
- Creating explanatory documentation to help provide/clarify information
- Updating product information
We actively encourage our clients to provide us with feedback at each stage of a project. We also include our customer satisfaction email in our signatures
