What good feedback tells us about our work
We read client comments carefully, because they show whether our documents and our conduct on site actually helped. A comment about a clear run sheet matters more to us than praise for a single show, since the run sheet is what remains once we have left.
Most of what clients mention falls into three areas: whether the plan was understood by every department, whether questions were answered without delay, and whether the crew felt able to operate the system alone afterwards. These are the measures we use when reviewing a project.
Where feedback points to something that did not work, we change the way we write it up. Several of our standard handover notes began as a client saying that a detail was missing, and we added it to every project that followed.
We do not collect comments for display alone. Each one is read by the person responsible for the work it describes, and discussed at our next planning meeting so that the lesson is shared across the whole team.
If you work with us, we will ask for your honest view at the end. It helps us improve the plans, the documents and the way we run a show alongside your crew.