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.

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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.


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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.

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WHAT CLIENTS SAY

“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

“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

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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.

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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


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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.
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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

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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.

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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


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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.

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WHAT CLIENTS SAY

“Our decision was based on 3 Pinnacle Group Reno Tours that we were involved with. What helped us decide was the quality of Pinnacle Group’s workmanship that we saw.”

Wendy & Andy G, SW Calgary, Jul/16

“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

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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.
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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

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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.

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WHAT CLIENTS SAY

“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

“The Site Supervisor with Pinnacle Group Renovations is amazing to work with. He had a lot of work happening and despite that he treated us like we were doing a multi-million dollar job. He was very careful and very professional. He showed up when he said he would. He was a professional and personal guy who was easy to work with.”

N Tremblay, SW Calgary, May/15

“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