The Pinnacle Group’s Performance from a Client’s Perspective

The Pinnacle Group is a Design-Build firm that is serious about satisfying their residential clients. An important element of making a project 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 a third party perspective what the client experience is like. Client Insight’s client feedback process measures client loyalty and elicits what Pinnacle’s clients value. The Pinnacle Group has been gathering feedback since March, 2004 and the results below are compiled from interviews completed in the past two years (Aug/15 – Jul/17). The Pinnacle Group understands the importance of client feedback and uses the feedback to improve their operational productivity and client satisfaction.


What Clients Value the Most

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These are the top 5 reasons why clients value dealing with the Pinnacle Group. If this criteria is important in your choice of a Builder, the Pinnacle Group would be happy to talk with  you.

WHAT CLIENTS SAY

“The people that work for Paul are good. Pinnacle Group has a very strong team. They are all very personable and easy to get along with. They were all trying to get us what we wanted. “

Helen S, SW Calgary, Jul/17

“I valued Pinnacle Group’s promptness. I am also a clean freak and they kept everything really clean. The were very good at that. I was home most days, and the staff and trades were good to have on site. I would say that overall, it was a pleasant experience.”

Angela W, SE Calgary, May/17

“The first thing that comes to mind is Pinnacle Group has such good people. If they had only been good people though, it would not be enough. The real value is the transformation that occurred to our house. It is now absolutely beautiful. Our Pinnacle renovation was done well and we love the end result. They really gave us what we were after.”

Greig S, NW Calgary, May/17



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Overall Impression

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The above chart shows the results of the Overall Impression of the client experience with the Pinnacle Group. For example, 95% of clients feel that Pinnacle provided the technical expertise required for their project.

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

“It was really good with Pinnacle Group. Paul attracted us with his warmth and his genuine personality. It was clear that he had integrity and we could tell he knew how to run a business. It was those qualities that attracted us to them. For me, they are significant values and are important. It was also the quality of work that we observed on their projects and the SCC Guarantee.”

Greig S, NW Calgary, May/17

“The fact of the SCC 3 Way Guarantee was big. Pinnacle Group guarantees the start and finish date and that was a big yes for me.”

Angela W, SE Calgary, May/17



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Why Recommend the Pinnacle Group?

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The story is really about whether The Pinnacle Group’s clients will recommend them to friends and family. Here are the top 5 reasons why The Pinnacle Group’s clients recommend them. If this criteria is important in your choice of a Builder, the Pinnacle Group would be happy to talk with you.

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

“Just as the project was finishing, my neighbor asked if I would recommend them and I told her that I definitely would. I would recommend The Pinnacle Group because their staff and trades are excellent. The end result turned out really good and we have a lovely bathroom.”

Angela W, SE Calgary, May/17

“I think Pinnacle Group did an exceptional job. We we are very happy with the process and the whole experience. Our experience was really ‘stress free’. Todd, Pinnacle’s Site Supervisor, was available to us on a 24 x 7 basis. He went above and beyond on numerous occasions. Velvet, their Designer, really helped make the selection process easier.”

Joe L, SW Calgary, Jan/17



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Design & Production Experience

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The above chart shows the feedback results of what Pinnacle Group clients experience in the purchase and design phase of their project. For example, 95% of clients say that Pinnacle’s staff were pleasant and professional.

WHAT CLIENTS SAY

“Pinnacle Group’s Site Supervisor, Brennan, was very professional, if I had any concerns he dealt with them right away. He was very good to work with. I would use the Pinnacle Group to do another project. Pinnacle’s trades were excellent. I like the guarantee by Pinnacle Group of an overall cost and the guaranteed start and finish were significant as well.”

Angela W, SE Calgary, May/17

“We were familiar with Pinnacle Group as we had worked with them before. The showroom was definitely neat and tidy. Velvet, Pinnacle’s Designer, was very good. She worked well with my wife and she was interested in the project.”

Al S, SE Calgary, May/17

“Paul was very professional and very thorough. We had never done a reno of this size before so Paul was helpful along the way. He helped us through the process and he just kept us informed of things we needed to think about and consider. We found all of Pinnacle Group’s staff to be really good. Something that I tell people when they ask about Pinnacle is that I never felt ‘nickel and dimed’.”

Joe L, SW Calgary, Jan/17



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