PEMBA Lighting, Electrical and Automation
Customer
Satisfaction
104 P Street
Belle Chasse , Louisiana
70037
504-393-6441
We delight in your feedback and we want our
customers to let us know how we can help and make improvements. We are a member of the local BBB and carry
an A+ rating.
If we have helped
you with a lighting design, home automation project or provided you with light
fixtures or other materials, please help us with our continuous improvement. Give us your feedback. Below
is a sample of written correspondence we have received.
The following feedback
is regarding a lighting design class provided by
Patricia,
Thank you so much for the wonderful
evening you prepared for our ASID members.
Your presentation was fabulous and we really appreciate all the “take
away” materials to supplement the wealth of information.
Again
Many Thanks!
Michelle
Verdigets
N.O.
ASID Chair
The following feedback is on a trim out of a residence where items had gotten changed and moved.
Patricia,
I just wanted to let you know that whenever
we encountered problems you
handled
them in the most timely and most professional manner. I want to
thank
you for being so persistent in following up on the problematic areas.
Thanks
Scott
Below is a response to an inquiry
we made to Gretchen, an interior designer.
We had received a voicemail from a new home-owner, asking why their new
lights might be tripping a breaker. We
were only able to leave a message of a few things to check and never heard back
from the customer.
Dear Gretchen,
The lighting problem is solved and the dining lighting is great. Tell her thanks for her concern...how refreshing and unusual, to have someone inquire!
We
just love this house; you and I did such a good job. Thanks so much!
Patty
The following feedback is from a customer who stated our service was extraordinary and took time to use us as an example for a service quality survey course.
I
had to maintain a service journal for one of my classes. I wrote an entry
for
Thanks
for your help!
Jennifer
Name of firm/service
provider:
Type of Service (e.g., gas station, bank, restaurant): Lighting/Home Automation
Date: January 25, 2002 Time: approximately 9:00 a.m.
How did the encounter take place? (e.g., in person, over the phone, by mail)
The encounter took place in
person.
What specific circumstances led up to this encounter? (e.g., purpose, location, expectations,
etc.) When we built our house, we
included an automated lighting system.
It is a system that is not commonly found in this area. On January 24, we experienced an electrical
surge that knocked out our power until about 9:00 p.m. that evening. Knowing that surges can damage electrical
components, we set about trying to determine if anything had been damaged after
our power was restored. Our air
conditioners, some stereo components, telephones, security system, and lighting
system seemed to have sustained some damage.
Early the next morning, January 25, we began making calls to the various
providers of the equipment.
Exactly what did the firm/employee
say or do? Why? (Include physical
surrounding if appropriate). The
technicians assessed the situation and
ran diagnostics on the system. It
was determined that two of the modules were not functioning properly. Upon further inspection, it appeared that the
modules blew fuses. The techs changed the fuses, reset the modules, and again
tested the system. Everything worked
fine. They charged us their minimum
service fee. They even helped us to
restore our telephone service until the security system personnel could get out
to assess the damage to that system.
How would you rate your level of satisfaction with this encounter? (Circle the appropriate number.) 5
Very Dissatisfied Very Satisfied
1 2 3 4 5
What exactly made you feel that
way? The techs are actually the
owners of the company; they are involved in the entire process, from lighting
design during the planning stage and providing the light fixtures for
construction through the installation of the lighting system. The lighting system is a low voltage system
that ties into the house’s high voltage electrical system which is the
responsibility of the electrician. The
What could the employee/firm have
done to increase your level of satisfaction?
What improvements need to be made to this service system? I can think of nothing that the provider
could have done to increase my level of satisfaction. They successfully hit upon every service
dimension. Some people may think that
the lighting system is overpriced, but it is quite valuable to us. We are able to set the lighting to provide
the exact atmosphere that we desire, and the scenes that we have defined in the
system provide the appropriate level of lighting for the activities that occur
regularly in our home. Our family
members cannot even imagine going back to the traditional method of lighting
our home. In addition, the level of
service after the sale that we received was excellent. I would definitely utilize the service again
if I were to build another home.
How likely is it that you will go back to this service provider? 5
Extremely Unlikely Extremely Likely
1 2 3 4 5
PEMBA INC
504.393.6441 fax 504.393.9398
e-mail uspsmith@pembaserv.com