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 final product is what I valued the most. Our project ended up the way we wanted it. I am an accountant and so the end result is important. The aspects of the interaction by Pinnacle Group’s Interior Designer, Velvet, was very helpful. She met with us and listened to me, and brought the whole thing together.”

Kelly M, NW Calgary Feb/18

“We value how great the house looks. We got every single thing that we wanted. The project by The Pinnacle Group overall went really well.”

Robin B & Dave H, Okotoks Jan/18

“Working with Paul’s team at The Pinnacle Group and getting a fantastic finished product is what I valued the most.”

Rik G, NW Calgary Jan/18



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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

“Paul, the Owner of Pinnacle Group, was really professional. We knew that he was highly invested, that it was an important project for Pinnacle and for Paul. We felt we could reach out to him if we had to. We felt very comfortable with both Brennan and Grant in our house. And we really enjoyed working with them – Brennan is very patient.”

Jennifer G, SW Calgary Feb/18

“It was a pleasure to work with The Pinnacle Group and I would be happy to recommend them. Now that the project is over, there are times that I miss talking to Brennan about what is happening. We had a fantastic result. Even when times were challenging, it was still a pleasure to work with them. When issues came up, I could always talk with Paul or other team members to work through the issue and get a satisfactory result. That was worth a lot.”

Rik G, NW Calgary Jan/18

“Our project finished on schedule. We have had different work done by smaller contractors earlier on. The smaller projects seemed to drag on forever, so the guarantee with Pinnacle Group was important to us. Our interaction with Paul, the Owner, influenced our decision to choose Pinnacle – he is very personable. We did three quotes. When it came to value for money and technical expertise, we decided to go with Pinnacle Group.”

Kelly M, NW Calgary Feb/18



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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

“We would recommend Pinnacle Group because we could trust them in our home. We knew they would do what we contracted them to do. And we also knew they would be done in the timeline they stated. We had some glass put in the cabinetry on Paul’s advice. We trusted his experience. We are really happy with the end result.”

Margarita G, SW Calgary Feb/18

“Paul was awesome from the first time we met him and I would definitely recommend him and Pinnacle Group. In fact, I have already recommended them to my boss and he has reached out to Pinnacle for a quote. I thought Pinnacle Group was very professional. They delivered what they said they would deliver. I felt that they were good value for the money.”

Kelly M, NW Calgary Feb/18

“The Pinnacle Group is very true to their word. Paul came in with a budget. He followed through and delivered on that budget. They knew how much it would cost. They gave us a core set of options and also gave us a good number of other options so we could also choose our wants. And we did choose a lot of them.”

Robin B & Dave H, Okotoks Jan/18



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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 created a floor plan for us that was the first true representation of how much space our condo had. The Condo Association didn’t have a floor plan for our unit we were buying. Velvet, Pinnacle’s Interior Designer, provided helpful guidance and direction in our planning. She would listen to us and never tried to force anything on us. It was a fairly collaborative process. Pinnacle Group’s Owner, Paul, was involved in coming up with cabinet designs. Between our conversations with Paul & Velvet, we ended up with the design we wanted.”

Ella & Lee W, SE Calgary Feb/18

“Pinnacle Group’s Designer, Eugenia, was excellent. I would say that we had a very defined scope and we knew exactly what we wanted. Eugenia listened really well and heard what we were saying. I think she was extremely diligent and knew every aspect of our project. She was able to bring everything together in our design.”

Robin B & Dave H, Okotoks Jan/18

“Our overall finished design and product from The Pinnacle Group is fantastic. The design of the project meets the requirements we had. We moved in and 2 days later, it was our home. Everything ties together and the flow of our house is working great. Along the way, there were things that I was unsure of but we made decisions and everything has come together for a fantastic result.”

Rik G, NW Calgary Jan/18



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