The Pinnacle Group Renovations Performance from a Client’s Perspective

The Pinnacle Group Renovations is a Design-Build renovation firm that is serious about satisfying their home renovation clients. An important element of making a renovation less stressful and more satisfying is to ensure that the project begins and finishes on schedule. The Pinnacle Group has developed internal processes and combined them with staff and a supplier culture to ensure that it happens.

To measure and improve their client satisfaction results, the Pinnacle Group has hired Client Insight Inc. to interview their clients and find out from an independent perspective what the client experience is like. Client Insight’s client feedback process measures the Pinnacle Group’s client loyalty and elicits the factors that influence their purchase decisions and identifies what client’s value. The client feedback and results below are compiled from interviews completed since March, 2004. The Pinnacle Group understands the importance of client feedback and uses the business insight to improve their operational productivity and client satisfaction.

pinnacle_overall_impression

The above chart illustrates  some of the client feedback metrics that the Pinnacle Group Renovations uses to improve their operational efficiency.

Continue reading to hear from a Home Owner perspective what a Pinnacle Group Renovations can be like.


pinnacle_why_recommend

The story is really about whether Pinnacle Group Renovations’ clients will refer them to friends and family. Here are the top 6 reasons why Pinnacle Group’s clients refer them.  If this criteria is important in your choice of a Builder, the Pinnacle Group would be happy to talk with  you.

Click the link to Read more client stories

WHAT CLIENTS SAY

“The initial meeting with the Owner, Paul and Designer, Velvet were good. They had a lot of great ideas and that is why we went with them. They had a lot of good suggestions on how to design a house. Any issues that we came across were dealt with professionally and The Pinnacle Group always found solutions for us.”

Geoff S, SW Calgary, Jul/17

“I already have recommended Pinnacle Group. They have a good timeline and they had a reasonable amount of communication at the front half of the project. I have limited experience with trades but Pinnacle did it in the time and cost they committed to. That is a good thing.”

Kevin T, NW Calgary, Nov/16

“I would recommend the Pinnacle Group Renovations because it was reassuring that someone was taking care of the whole project. If someone didn’t show up we just called their Site Supervisor. It was a nice service and removed a lot of stress.”

N Tremblay, SW Calgary, May/15


SCC 3-Way Guarantee

SCC-3-Way-Guarantee

The above chart shows the feedback results of the SCC 3-Way guarantee to Pinnacle Group Renovations’ clients. For example 96% of clients interviewed say their project completed in alignment with the original quote.

Click the link to Read more client stories

WHAT CLIENTS SAY

“I didn’t have a ton of change orders. That goes back to Pinnacle Group designing the scope at the front. I wanted a clear understanding on the scope – I am a very decisive person and knew what I wanted. I knew the clear start and end date.”  ”

Tracy T, NE Calgary, Jul/16

“I was well aware of the guarantee to start and complete on time and the cost guarantee. To me that was an attractive feature and it positively impacted our decision to work with Pinnacle Group Renovations.”

Linda M, NE Calgary, Mar/16

“Absolutely, the SCC Guarantee did impact our decision to choose Pinnacle Group Renovations. We have two young children and we didn’t want to be out of our house for an extended period of time. We had friends recommend Pinnacle to us. They spoke of Pinnacle’s integrity. Time was the #1 factor, so the guarantee was significant.”

Jonathan H, SW Calgary, Sep/15


what-clients-value-1024x324

These are the top 6 reasons why clients value dealing with the Pinnacle Group Renovations. If this criteria is important in your choice of a Builder, the Pinnacle Group would be happy to talk with  you.
Click the link to Read more client stories

WHAT CLIENTS SAY

“It was really the relationship we had with every one of the Pinnacle Group’s staff that we valued. Everyone was very personable and it was clear they were on our side. Pinnacle Group’s Site Assistant, Tecum definitely added value to our project.”

Joe L, SW Calgary, Jan/17

“I think I valued Paul’s commitment to customer service the most. I felt that he came through for us and fixed the problems. I felt that Pinnacle Group is a company that really cares.”

Stacey Z, SW Calgary, Jun/16

“I value that we have a beautiful home. There was quite a transformation to the main level of our house and the Pinnacle Group Renovations took a house and made it into our home. It is now our home and we like it.”

M Brown, De Winton, AB Nov/14


Purchase & Design Experience

PurchaseDesign-Experience

The above chart shows the feedback results of what Pinnacle Group Renovations clients experience in the purchase and design phase of their renovation. For example, 94% of clients say that Pinnacle’s staff were pleasant and professional.

Click the link to Read more client stories

WHAT CLIENTS SAY

“I liked the interaction with Velvet. She was good. I would say we selected Pinnacle Group based on our good feelings about Velvet. We felt she was someone we could work with.”

Kevin T, NW Calgary, Nov/16

“Pinnacle Group Renovations’ Interior Designer was always on top of things in the design phase. At one point during the design, we went on vacation but she continued working and moving things forward. She was proactive about the design and I didn’t have to follow-up. I am an Engineer, so I understand projects and the importance of keeping them going. She was good about that.”

Kristina H, NE Calgary, Nov/15

“We were very pleased with Pinnacle Group Renovations’ Architectural Designer. He listened and heard our voice, our concerns and what we were envisioning. He made sure our vision was captured and had good practical suggestions. He was honest, open and would visually show us things to confirm our understanding. We appreciated that he would demonstrate visually as it really helped to confirm our understanding.”

L McFarland, Calgary, Apr/14


factors-that-influenced

These are the top 6 factors that clients say, influences them to purchase from the Pinnacle Group Renovations. If this criteria is important in your choice of a Builder, the Pinnacle Group Renovations would be happy to talk with  you.

Click the link to Read more client stories

WHAT CLIENTS SAY

“Pinnacle Group came across as being professional. We liked the ideas that the Pinnacle team brought. With Pinnacle, we got a strong impression of a team whereas with a competitor, there was no sense of team at all.”

Geoff S, SW Calgary, Jul/17

“I love Paul and his team at Pinnacle Group Renovations. Paul has been amazing. He is very personable, he is very interested in what we have to say, he listens, he hears our concerns and responds to them in a professional manner.”

Tina S, SW Calgary, May/16

“We had done 2 smaller projects with the Pinnacle Group Renovations about 10 – 12 years ago and it was that experience that brought us back to the Pinnacle Group.”

Byers, SW, Calgary, Feb/15


Overall Impression

pinnacle_overall_impression

The above chart shows the results of the Overall Impression of the client experience with the Pinnacle Group Renovations. For example, 97% of clients were satisfied with the overall quality of workmanship.
Click the link to Read more client stories

WHAT CLIENTS SAY

“Something that I tell people when they ask about the Pinnacle Group is that I never felt ‘nickel and dimed’. You obviously pay a premium to use the Pinnacle Group but it was all very upfront and I never once felt like they were trying to squeeze more small amounts from me.”

Joe L, SW Calgary, Jan/17

“Pinnacle Group’s Owner, Paul, was good about getting back to me and he was good to work with. I know that Todd and Paul work to provide good customer service and they do it really well. It was noticed and highlighted by my neighbors.”

Kevin T, NW Calgary, Nov/16

“Everyone at the Pinnacle Group Renovations was really good to work with. They were very professional and their workmanship is phenomenal.”

K Kartushyn-Keele, SW Calgary, Apr/15


Production Experience

factors-that-influenced

The above chart shows the results of what clients experience in the Production phase of their renovation. For example, 95% of clients say that Pinnacle Group Renovations’ Site Supervisor listened to and answered their questions.

Click the link to Read more client stories

WHAT CLIENTS SAY

“Brennan, the Site Supervisor at Pinnacle Group, was good and we are very pleased with his involvement. He was engaged right from the start and he knew what was going on.”

Helen S, SW Calgary, Jul/17

“One of Pinnacle Group’s Site Supervisors, Todd, was very personable and willing to please. Todd bent over backwards for us. He leveled our floor in the master bedroom on his own time. I felt that that was one example of his ‘over and above’ behavior.”

Phil L, SE Calgary, Aug/16

“Pinnacle Group Renovations’ Site Supervisor was fantastic and accommodating and had a good understanding of our project. Their Site Assistant was fantastic, efficient and meticulous. It was awesome.”

P Budy, Calgary, AB Aug/14