We believe Dubai residents deserve better than hidden maintenance costs, unreliable technicians and unnecessary multiple visits and no-one scrutinises our performance more than we do. We are continually monitoring the feedback of customers to ensure that our core values of exceptional workmanship and A grade customer service are upheld.
We Will Fix It Survey to 400+ unique existing customers plus 15 mystery shoppers
The following findings come from a survey compiling the sentiments of 400+ unique customers and separately, from a detailed investigation into our technical and customer service quality versus 5 of our nearest competitors.
WHAT COULD WE DO BETTER
Although the vast majority of our customers still claimed to be happy with the outcome of work delivered by WWFI, a substantial 18% remarked on the cost of our services as being above average.
Our prices are transparent, yet we understand that it can be difficult for customers to get a clear point of reference when it comes to grading costs in the widely variable home maintenance market. A good price is reliant on your job being done correctly in the quickest time possible with no reworking required. These factors remain unknown until you have committed to a company and sat with their results, possibly for several weeks.
While we have been careful to calculate pricing based on what is required to ensure a good job well done, we were also curious to know how we stacked up against the competition on price.
HOW WE RANK ON COST
Our mystery shopping investigation was conducted independently involving 15 mystery shoppers anonymously testing different services by 6 Dubai maintenance companies – including We Will Fix It. This was done over a number of weeks in order for us to honestly measure our own performance versus that of our nearest competitors;
WHAT WE LEARNED
We were reassured to discover that we are not the most expensive maintenance company on the market and actually sit majorly within the middle ground when ‘solution duration’ is taken into account (price per minute.)
However, we did in this instance charge more than the 2 competitors we were benchmarked against for plumbing services. Like electricals, we believe plumbing issues should be entrusted to only the most qualified experts as problems nearly always worsen over time if they are not correctly diagnosed and repaired straight away. The damage caused by corner cutting can be devastating. For this reason, our hiring process includes practical tests, on-the-job trials and additional training by We Will Fix It Pros that many candidates ultimately fail.
We also learned that our pricing is much more consistent than other companies, potentially due to our careful selection of Pro technicians and our mandate to ensure a fair wage and consistent training across all services without exception.
MYSTERY SHOPPERS ON THE LIKELIHOOD OF RECOMMENDING THEIR EXPERIENCE TO A FRIEND
HOW DID WE DO IT?
✓ Booking requests acknowledged in 1 hr or less in all instances
✓ Charges being clearly explained in all instances
✓ Technician clearly explaining their solutions in all instances
✓ Technicians wearing face masks, shoe coverings and maintaining social distance in all instances
✓ Technicians leaving the vicinity ship-shape post-service in all instances
HOW WE COULD DO BETTER?
LEAD TIME
Two of our testers waited up to 3 days to get an appointment due to high demand. During peak Summer season our techs can get extremely busy, however we take feedback seriously and the 4% of survey customers who also cited lead-time as an issue are being taken into consideration.
MEASURES WE ARE TAKING TO IMPROVE THIS
We have been busy recruiting and training new staff members this year – which has probably one of our biggest ever for growing and enhancing our teams. We have also increased the number of emergency windows being consistently blocked in our schedule for anxious customers in need of our assistance quickly. Our contract customers can also rely on emergency assistance within 90 minutes.
UNRESOLVED MAINTENANCE ISSUES
One of our testers deducted points for leaving his AC issue unresolved. On inspection, our techs had discovered they needed to replace some items including a thermostat. While our teams are among the most equipped in the Emirate, there are times when jobs involving part replacements cannot be concluded on the day and a follow-up appointment is required.
MEASURES WE ARE TAKING TO IMPROVE THIS
We believe honesty is always the best policy and sometimes in the interests of doing a job properly we have to postpone completion until we have the right grade of materials to hand. That said, we continue to invest in customer service training by Grant Crawford of Make a Difference Training in an effort to develop the communication skills of our teams during client-facing interactions. Our aim is for staff to always explain the ‘why’ and the solution when issues do inevitably occur.
We have also streamlined our relationships with parts manufacturers, and thanks to adaptations made this year we are proud to offer the fastest parts delivery available in Dubai with additional heads sourcing and collecting any replacement hardware if it should be required, all via our Express service. So, if faster completion time is your aim we are working hard to be literally unbeatable in this area.
SUMMARY
We Will Fix It is proud to have been at the helm of Dubai home maintenance for the last 14+ years and we are determined never to sit on our laurels. We know that this space has become more competitive over the last few years and we feel strongly that by investing in and sharing honest feedback (both the good and not so good) we will be able to strengthen our relationship with you the customer, who will always ultimately sit at the heart of our success.
We’ve learned that in spite of all the great reviews, we have the power to make life even easier for people by being better prepared for emergency requests, by perfecting our communication skills and by cutting the time it takes to get hold of new parts. We are utilizing this knowledge to build on what we believe to be the best service available on the market, as well as being among the most cost-effective. We welcome your comments, so if you have something you want to share with us please email info@wewillfixit.com and our operations manager Phillip will get back to you with an open ear.
