4.7 (1K+)
4.7 (1K+)
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 constantly reviewing customer feedback and are exceptionally grateful to have received more 5-star Google reviews than any other maintenance company in Dubai.
To ensure that we continue to meet our customers’ high expectations, we know great value can be gained from attaining deeper insight into our performance and how we compare. To achieve this, we conducted an in-depth survey compiling the sentiments of more than 400 unique customers and, separately, an independent 3rd party on-the-job investigation that invited 15 mystery shoppers to delve into our technical and customer service quality versus 5 of our nearest competitors.
89% of customers rate WWFI as good or excellent.
82% of customers rate WWFI as distinctly better than alternatives in the market.
82% of customers believe WWFI is better than or equal to market alternatives on cost.
Customers rate us 8.2 out of 10
Although the vast majority of surveyed customers stated high satisfaction 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 reference point when benchmarking costs in the widely variable home maintenance market. A good price relies on your job being done correctly with a clear resolution and 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 always 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.
We were reassured to discover that we actually sit majorly within the middle ground when ‘solution duration’ is taken into account (calculating our price per minute versus that of our nearest competitors.) For example, our 14-step AC service provides a thorough system audit via non-negotiable procedures that ensure longer-lasting cooling. It’s what we call our ‘no-stone-unturned’ policy. None of our techs complete this exhaustive process in less than 40 minutes per unit. Providing this high quality at what has proved to be a mid-range price point by industry standards, in fact, represents exceptional value for money when compared with a similar quote that includes half the work and less optimal results.
In this instance, we did charge more than the two 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 deteriorate or become hazardous over time if they are not correctly diagnosed and repaired straight away. Our hiring process includes practical tests, on-the-job trials, and additional training by We Will Fix It professionals that many candidates ultimately fail. Therefore, while our plumbing services are not priced at the lower end of the spectrum, they account for unrivalled technical capability.
We were encouraged to learn that our pricing is more consistent than other companies, potentially due to our careful selection of technicians and our mandate to ensure a fair wage and consistent training across all services – without exception.
Mystery shoppers on the likelihood of recommending our competitors to a friend, out of 5.
Mystery shoppers on the likelihood of recommending WWFI to a friend, out of 5.
Booking requests acknowledged in 1 hr or less in all instances
Charges and technical solutions being clearly explained 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
The results of our customer survey and mystery shopping investigation revealed we are ahead of the pack on quality and cost-efficiency. Yet we knew we needed to focus on where we lost points in order to keep doing what we do best:
Our large tech teams with specialist service expertise enable us to minimise our lead time and provide a flexible booking process that is among the industry’s best. However, during on-the-job investigation two of our testers waited up to 3 days to get an appointment due to high demand. During the peak summer season, our powered-up tech teams can get extremely busy, and with this feedback also stated by a small percentage of survey customers, we knew it was something we needed to take into consideration.
We have been busy recruiting and training new staff members during what has been one of our biggest periods 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 Annual maintenance contract customers can also rely on emergency assistance within 90 minutes, as standard.
As one of the best maintenance services providers in Dubai, one of our primary aims is to resolve jobs thoroughly and in the shortest time frame possible. So, we were surprised to learn that one of the mystery shoppers deducted points for WWFI leaving his AC issue unresolved. On inspection, we realised that our techs required replacement parts, including a thermostat that was not available on hand. 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.
We believe honesty is always the best policy, and sometimes, in the interest of doing a job properly, we must postpone completion until we have the right grade of materials to hand. However, we understand that delays of any nature are inconvenient for our customers. Therefore, in response to the investigation, we decided to streamline our relationships with parts manufacturers, and we are consequently 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.
We also continue to invest in customer service training by Grant Crawford to develop our teams’ communication skills during client-facing interactions. We aim for staff to always explain the ‘why’ and the solution when issues inevitably occur.
We Will Fix It is proud to have been at the helm of Dubai home maintenance for the last 15+ years, and we are determined never to sit on our laurels. We know this space has become more congested in recent years, and we strongly feel that by investing in and sharing honest feedback (both the good and the challenging), we will be able to strengthen our relationship with you, the customer, who will always ultimately sit at the heart of our success.
In parallel with all the great reviews, we’ve learned that there is much to be gained from initiating a frank conversation about our performance. With precise data to support the commentary, we can make your lives even easier by facilitating more emergency requests, perfecting our communication skills and cutting the time it takes to get hold of new parts. We are utilising 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.mailto:info@wewillfixit.com
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Created by CreateME Agency