Customer Feedback - Summer 2019 Update

Customer Feedback Update

At Alto Energy we always strive for the best possible customer service. As part of this, we like to collect as much customer feedback as possible. To this end, we invite every single customer to provide us with feedback via SurveyMonkey.

How we’ve used your feedback

Below are a number of improvements we have made to our business off the back of the customer feedback we have received over the past 2 years.

Invest in engineers

A number of customers commented that our lead time was longer than they would like, especially during winter season. So, in the summer of 2018, we employed our 5th engineer, Blake. In doing so, we have reduced our engineering lead time substantially, allowing us to react to emergency call-outs usually within one working week.

invest in stock

It can be frustrating, and more expensive, for customers if we need to organise return visits to fit parts following a diagnosis, even more so if parts need to be brought in from overseas. We have invested substantially in our stock holding, and now carry the vast majority of IVT spare parts in our warehouse. In addition to this, each engineer now carries all the frequently used parts. There are still times, especially for older heat pump models, where return visits are unavoidable, however this investment in stock means that most of the time our engineers are able to get you back up and running on the first visit.

invest in software

We invested in new job management software called SimPRO, which is improved our customer communications. Now, customers receive an email job booking confirmation when an engineer visit is booked in, and a SMS reminder the day before the appointment. Engineers now complete their jobs on tablets, enabling all the data to be sent back to the office on the same day. Our service desk then automatically generate a service report, and an invoice, which are then email to you.

How satisfied or dissatisfied were you with our communication through the booking process?




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




How would you rate the quality of your engineer visit?

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

What Our Customers Have Been Saying

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

“Very professional, kind and informative engineer who corrected past plumber's mistakes.”

"I’m very pleased with work and the engineer was extremely knowledgeable and helpful. After going originally to a local company who messed up the new compressor, it’s a relief to finally get the heating back on!"

"Blake was an asset to Alto Energy and was polite professional and friendly explaining what he was doing during our heat pump service. Highly recommend."

"Shortly after the engineer left a fault on a pump reappeared. A quick phone call and the engineer returned & replaced the pump. Well done!"

"The technician was very pleasant and excellent at the job in hand."

"I find both your office and field engineers courteous and knowledgeable and have a high level of confidence in using Alto Energy to service and maintain our heat pumps"

"Excellent service, engineer was brilliant"

"I thought the engineer was a credit to you he was polite and very knowledgeable on our system as well."

"Excellent service from engineer, really thorough and super helpful"

"As always, top quality service, and a fully functioning IVT unit 11 years on!"

"The engineer, was thorough, systematic and professional, clearly with deep engineering knowledge and clear and helpful explanations of issues with our system"

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)