Customer Feedback - August 2018 Update

At Alto Energy aim for the very best possible customer service levels as possible, to ensure that you are heard and we can work hard to be even better. This is so that those customers we deal with are the happiest they could be. The only way we can do better is by our customers giving us whatever feedback they can, good or bad in order to improve our standards. We post every 3 months to update our customers on the feedback we have received via SurveyMonkey, an effective survey platform. 

The Results So Far (after 426 responses)...


What was the purpose of the engineer visit?

How would you rate the skills and knowledge of the engineer?

Average Score: 4.7 / 5

How would you rate the quality of your engineer visit?

Average Score: 4.7 / 5

Overall, how satisfied or dissatisfied are you with Alto Energy?

Average Score: 4.7 / 5

What Our Customers Have Been Saying

Below we've listed a selection of comments from our customers following their recent engineer visits:

"The Engineer was a credit to your company. A very nice way about him and a very professional job as well."

"The engineer arrived on time and went through what had happened very logically and thoroughly. In the end he found what had caused the trip problem and was able both to resolve it and to show me in detail what he had done to fix it, He also identified that our system had not had inhibitor added to the heating underfloor circuit when it was commissioned which was a contributory factor in the fault. At my request he installed a magnetic filter and it was impressive that he had one available on his van. All in all a very satisfactory and reassuring visit."

"I have peace of mind now that I know a company that can service and maintain my heat pump to a high standard."

"Very professional organisation"

"Martin the engineer was very efficient and informative and we were very impressed with his knowledge. Will definitely use their services again. Have no hesitation in recommending them 100"

"We were really impressed by the engineer’s technical knowledge and attention to detail. His customer service and well as his service recovery approach was really good to see. I can also add that our plumber was very impressed with him and all aspects of his work."

"Gary fought his way through the snow to get to us and he stayed probably longer than anticipated. He was polite and gave good advice."

"The engineer that visited for our annual service was brilliant. He was with us for several hours and was very diligent working on the system. He was polite at all times and took the time to explain what he was doing. Best of all he was the same engineer as last year. How often does that happen?! Thank you."

"Service was booked, engineer on time, service went well, engineer explained the results of the survey and told me about one item that needed replacing. What more could you ask?"

"I was extremely impressed with the service received and can honestly say my heatpump has never run as smoothly or as efficiently before. I am happy to recommend Alto Energy and will continue to use them in the future."

"Reassuringly knowledgeable and prepared to go the extra mile."

"I received excellent customer service from my initial call to the help desk, technical support and engineer visit. I am really impressed with the professionalism of all the staff at Alto I dealt with."

Our Service Department

At Alto Energy we have great pride in our service department, which provides telephone technical support and field engineer visits for any heat pump related issues. So, if you are considering an annual service on your heat pump, or you would simply like to know more about how to operate your heat pump as efficiently as possible, then please contact our service department by calling the number below, or completing an enquiry through our website.

01993 220699 (Option 1)