Seven years ago, we sent out our first client satisfaction survey with a simple goal in mind: to listen. At Hallam-ICS, we believe that great relationships are built on communication—and that business success is 50% technical excellence and 50% relationship. Our annual survey gives us the opportunity to hear directly from the people who matter most—you, our clients.
First, we want to say a heartfelt thank you to everyone who took the time to complete the survey. Your responses guide our plans for training, process improvements, and highlight areas where we can improve your experience working with us.
One of the key reasons we pursued ISO-9001 certification is its strong emphasis on client satisfaction. The ISO-9001:2015 standard encourages organizations to build customer feedback directly into their business processes—and that’s something we take seriously.
We’re always seeking feedback from our clients, including informal communication between our project teams and clients and scheduled check-ins from our Quality Manager. The annual survey gives us a structured way to step back and look at the big picture. It helps us:
We’re always impressed by the thoughtful insights you share. Many of your comments have helped shape real change in how we do business. Past feedback has led us to provide communication and presentation skills training, emphasize the importance of meeting your project schedules, and more tightly integrate our engineering and control system deliverables.
In addition to being ISO-9001 Certified, Hallam-ICS is also 100% employee-owned and a Certified B-Corporation. Transparency is a big part of our culture, and we share the results of the survey with our employee-owners and clients.
The survey consists of 9 questions plus an opportunity to provide comments or feedback. The 9th question is used to calculate our Net Promoter Score (NPS). NPS is a widely used measure of client loyalty. It’s calculated based on how likely you are to recommend Hallam-ICS to a colleague, on a scale from 0 (very unlikely) to 10 (very likely).
Here’s how we performed over the past three years, based on your responses:
Some key takeaways from this year’s results:
Many of you also shared what you value most about working with Hallam-ICS. Here are a few highlights:
Working with Hallam is just easy. The combination of communication, care, and flexibility makes projects go smoothly.
The company is responsive, knowledgeable, thorough, and makes their customers’ interests and goals their priority.
Under extreme schedule pressure and technical challenges, they performed admirably.
I value the responsiveness and the ability to provide a wide range of services.
Hallam-ICS people are genuinely interested in helping when we reach out with a need, concern, or comment.
We analyze your feedback carefully—both the positive and the critical—to keep evolving and improving as a company. Here are some ways your input is shaping how we work moving forward:
To everyone who responded—thank you. Your feedback helps us become better at what we do. And if you didn’t get a chance to participate this time, we’d still love to hear from you. Our door is always open!
Keith is a graduate of the University of Vermont with a BSEE and an MBA. He has been with Hallam-ICS since 1988 as an electrical engineer, manager of integration services, CFO, and CEO. He focuses the company on understanding and meeting the needs of each individual client while at the same time delivering the highest possible level of technical expertise.
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Hallam-ICS is an engineering and automation company that designs MEP systems for facilities and plants, engineers control and automation solutions, and ensures safety and regulatory compliance through arc flash studies, commissioning, and validation. Our offices are located in Massachusetts, Connecticut, New York, Vermont and North Carolina, Texas and Florida and our projects take us world-wide.