Resin Master customer feedback - 2020
2020 feedback results scored Resin Master 97 out of 100 for customer satisfaction.
We received feedback from 44 customers in 2020. Each customer was asked to provide a score out of 40. Our feedback score was 1,714 out of a total possible 1,760 which was 97.4%. It was disappointing to see this drop from 99% but we faced some significant challenges in 2020 due to Covid19. There was one particularly low feedback score and in a year where there were less installations due to the "Lockdowns" this heavily influenced the overall figure.
We request feedback from all our cutomers to help us with our aim to provide 100% satisfaction on every project.
"I would recommend Resin Master. The service was very slow to get to site initially. When we organised the work to be done, we were informed it would be about 12 weeks. The work didn't start until about twice that length of time."
We were kept informed about our sequence in the queue and the reasons for the delays.
Once the work started we found the operatives and management staff to be very professional and understanding.
Thanks for choosing us - enjoy your new resin drive.
40 out of 40
J Clayden
Brentwood
13th December 2021
"From start to finish all work carried out to an excellent standard"
Many thanks, enjoy your new resin drive and garden paths
40 out of 40
P Chetwynd
Stradbroke
24th November 2021
"Excellent service"
Thank you for choosing Resin Master
40 out of 40
C Clark
Fornham St Martin
23rd November 2021
"Very good, pleased with your approach to the job and execution. The only negative comment is when the order was placed I was told the estimated date for the job was September. It actually got completed in the 3rd week of October I believe only because I phoned on a few occasions pushing for the job to be done as it was a small job and could possibly be fitted in or around a larger job, which as it turned out that is what happened. I know about the shortage of materials resin etc."
Thanks for the feedback. You are partially correct in your comments, when the opportunity presents itself we can schedule in a smaller installation between larger projects. We tend not to be influenced by people trying to push their job to the front of the queue which would be unfair on those that had ordered a project earlier. Our installation team does try to ensure the estimators have a good idea of the lead times but one week of bad weather puts everything back a week, five weeks of bad weather in a three month lead time puts things back five weeks so it is really difficult to be exact with timings.
38 out of 40
Mr Shipp
Harleston
16th November 2021
"You restored our faith in "builders" as it was a real professional service from start to finish. It looks great and we hope that it does the job in not retaining water"
We are pleased with your feedback, thank you. The Resin will let the water straight through. It seems very odd that something so solid will let water run through. When I did the video shown on this page https://www.resinmaster.co.uk/about-resin I was surprised myself at how it just passed through.
40 out of 40
Mrs Derks
Reydon
24th October 2021
"Good team, very friendly and diligent"
Thank you for your feedback, enjoy you new resin patio
40 out of 40
R Shipp
Harleston
18th October 2021
"Pity the team couldn't give an accurate date, on 1st June we were told 10 weeks and now it is 18th October"
Sorry about the delay, a global shortage of resin, and all the problems with supply chains had an impact on our installation schedule.
40 out of 40
Mr Hill
Stowmarket
18th October 2021
"Team of lads were top rate, made sure I was happy with everything every step of the way."
Thank you for your feedback, enjoy your new resin drive.
40 out of 40
B Laing
Keswick
12th October 2021
"Salesman and showroom very informative. Weekly emails with updates very helpful.
Efficiency of work very good but very disappointed with residue both of tarmac and resin stones and glue in the flower bed, in some areas large chunks of glued resin area were attached to metal edging and were very difficult to remove. Much greater care should have been taken to protect flower beds and remove tarmac and resin stones as they laid it"
I am sorry that the team hadn't completed the installation to your satisfaction, we would have returned to make sure that it was 100% for you
32 out of 40
A Carr
Hopton
6th October 2021
"Team did a sterling job, suggesting little details that I hadn't even thought of."
Thank you choosing Resin Master for your resin driveway
40 out of 40
M Peterson
Lowestoft
30th September 2021
"We have recently had work carried out by Resin master Ltd. This consisted of two areas with a total of 58 sq meters.
Can I first add that having waited nearly six months for work to start, the process has been first class. The groundwork gang that arrived were great. Carrying out the digging and preparing with care and consideration to ensure we were left happy with everything every step of the way. Problems were highlighted soon, discussed and progressed once a we were agreed.
Our neighbour kindly allowed most of the traffic of digger and wheelbarrowing through her property and great care was observed by your workmen in doing so. This gang was Gary, Rob, Jake and Hank. Great guys and a credit to your company.
Work had to stop while we had artificial grass laid before the final Resin was completed. The tarmac gang were not as careful as I would have liked but on tight margins they managed to complete in a day but were rather messy leaving dead grass stuck to the freshly laid surface. The final gang laid the Resin. These guys were ok but we would have preferred the first gang to complete what they had started. Having said that we love the final result."
Thank you for such comprehensive feedback. The feedback is used to help develop the teams and improve the quality of our service
39 out of 40
M Theobald
Stowmarket
30th September 2021
"Extremely pleased with everything. Nothing was too much trouble for the team. Lots of nooks and crannies and shaping to consider - all done extremely professionally."
Thank you for the feedback
40 out of 40
A Pettitt
Lowestoft
30th September 2021
"Very professional and conscientious workers"
Thanks for choosing Resin Master to create your new resin drive
40 out of 40
Mr & Mrs Baker
Southwold
29th September 2021
"We are pleased with the work carried out and would definitely recommend Resin Master. The service provided was excellent and the teams were friendly, respectful and diligent throughout. It was very helpful to be able choose the colour of the resin by visiting the showroom in Rendlesham"
At 120 square meters it was a large installation and we are very pleased with how good it looks now
37 out of 40
M Dorey
Woodbridge
21st September 2021
"You restored our faith in 'builders' as it was a real professional service from start to finish. It looks great and we hope that it does the job in not retaining the water"
Thank you for choosing Resin Master
40 out of 40
Mrs Derks
Reydon
24th September 2021
"Your actual workers did an excellent job. The work was finished promptly except for a small amount of grouting on the step. I was happy to wait a few days until the resin was set before the grouting was finalised. Your management however instructed one of your staff to return and finish the grouting the next day. I twice told you that the resin was tacky and it would be better to wait a few days. You ignored this and we were left with marks on the surface. Two attempts were made by your firm to resolve this, but only with partial success. The manager who attended was unhelpful and agressive"
We have to hold our hands up and say we got this one wrong. Normally the resin would have been solid enough to work on to finish the brickwork. We apologise for not meeting our normal standards.
30 out of 40 - 38 out of 40 for the workmen
J Cooper
Ipswich
17th September 2021
"Many thanks to you, Andy and all the lads who came together on-site to make our house the envy of the road"
That's great to hear thank you
40 out of 40
S Lamb
Felixstowe
19th July 2021
"Good organisation, everything went according to plan. Prompt arrival in a morning and worked hard to complete on time, just need to be a lot tidier and clean up at the end of each day."
Thank you for choosing Resin Master for your new drive.
40 out of 40
A Ling
Ipswich
16th June 2021
"Good organisation, everything went according to plan. Prompt arrival in a morning and worked hard to complete on time, just need to be a lot tidier and clean up at the end of each day."
We publish all our reviews even if comments are critical of some of the elements of the work. Our teams take care to leave the construction sites as safe as possible, when concrete is dug out to lay a new driveway it will, unfortunately, be messy with dust and debris on the site. We have spoken to the teams about ensuring that they are as tidy as possible within the boundaries we would expect on a construction site.
29 out of 40
A Kemp
Felixstowe
16th June 2021
"Another excellent installation with very good workmen."
Enjoy your new patio, thanks for choosing Resin Master
40 out of 40
Mr Goodwin
Ipswich
9th June 2021
I understand that you thought the team were untidy, we do try and keep sites as clean and tidy as possible but by the nature of the construction work it can be messy.
27 out of 40
Mr Buck
Ipswich
9th June 2021
"1st class service with a great team of lads who go the extra mile."
You have a fabulous new drievway now for your holiday camp
40 out of 40
P Kilgallon
Jaywick
9th June 2021
" Very clear process with choices clearly explained. Workmanship and materials excellent."
Thank you for choosing us for your new pathway
40 out of 40
E Green
Brampton
9th June 2021
"All work was carried out to a high and acceptable standard"
Thank you for choosing Resin Master
40 out of 40
Mr J Knock
Ipswich
3rd June 2021
" We are so pleased with the work and would definitely recommend Resin Master.
Our team were superb, they worked so hard to complete the work before rain set in at lunch time. They were always here on time, were polite, nothing was too much trouble and they took great pride in doing a great job. Please pass on our thanks and appreciation to Gary, Rob and Jay, they are a great team.
From start to finish we have been very impressed with Resin Master. We had quotes from other companies, but of all the people who came to see us, Andy was the most professional, did very detailed drawings, and gave us plenty of information, which swayed us to choose Resin Master.
We found the samples on display at Rendlesham very helpful in making our choice, and the regular updates of contract progress was very welcome. All in all, the whole process has been excellent. So thank you all."
Thank you for the feedback
40 out of 40
Mr Ransby
Martlesham
4th June 2021
" Had a concrete patio of 22 sq meters resin bonded. I can recommend this firm as being totally professional. Stuart's estimate was considerably cheaper than some others that we had. He outlined our options & put us under no pressure to buy.
Ground works were carried out to prepare the base & steps using blocks by 2 polite hard working young men. The resin mixed & layed onsite some days later by 2 other equally considerate men. In both cases they arrived on time & their work was completed to a high level. The result has exceeded our expectations.
The only downside was the time it takes from estimate to completion. There were a lot of rainy days & this company are not a bunch of cowboys & will not mix resin if the weather is going to effect the finish. Throughout the wait, their office gave us weekly updates on how our job number was climbing their work list. Which was good.
A thoroughly good experience. They will be my first port of call should I need a similar project in the future."
Thank you for the feedback
40 out of 40
Mr Nickerson
Newmarket
18th May 2021
" We most certainly would fully recommend Resin Master. We had pretty much the whole of our front garden covered. Gary, Jake and Rob were brilliant. The preparation took 3 days and they worked very hard and kept everywhere as tidy as possible throughout the days. Their bricklaying was superb, which would edge the resin. They even swept the road so everywhere looked immaculate when they left each day. They were helpful, polite and always professional.
The head office kept us informed of each day’s work. We had tarmac laid on part of the garden and again the guys (a different team) were polite, worked hard and all left tidy for the resin to be laid.
We were fortunate to have the same team laying the resin as it must be great for them to finish the job they started. They worked extremely hard as there’s no time for stopping laying this. The finished article is superb. We are absolutely delighted with the finish and it’s guaranteed for 10 years.
We therefore give Resin Master a full 10 out of 10.
Many thanks to Resin Master for their professionalism. ".
Thanks for such a detail review, wonderful to hear.
40 out of 40
Mr & Mrs Lant
Bury St Edmunds
29th April 2021
"Very Good - Good workers".
Thank you for choosing Resin Master
40 out of 40
Mr Burnell
Harwich
29th April 2021
"We are delighted with our new patio. The teams that did the work were well organised and we were so impressed with the speed with which they did the considerable amount of groundwork that was required. They were also very happy to answer our many and varied questions in great detail. Very satisfied customers... Many thanks!".
Wonderful feedback, many thanks.
40 out of 40
K. Dodd
Otley
27th April 2021
"Some delay in completing works from order, but kept in the loop all the way and some delay due to adverse expected winter weather conditions".
Thank you for your understanding about the way we had to change the schedule due to the waether
40 out of 40
R. Doole
Woodbridge
26th April 2021
"A bit stop start process, but overall very pleased with the work carried out and to good standard. A very professional team of hard workers.".
Sorry about the stop start nature of the project, working around the weather did unfortunately lead to changes to our workflow
38 out of 40
M. Wells
Aldringham
25th April 2021
"The service provided was excellent. I could look on Resin Master website at my job number given upon booking and payment of deposit to see how far we had progressed up the queue. Was informed at time Salesman called that installation would be around end February to March which indeed it was. Three guys came to do the job and we’re all very professional.".
Thank you for choosing Resin Master
40 out of 40
S Hosking
Beccles
24th April 2021
"Helpful to visit the HQ to see the resin in situ. Easy planning and measuring stage, Prompt project start. The groundwork team were friendly, and had helpful ideas about the layout. The resin team were also friendly, and very efficient"".
Thank you for your feedback
39 out of 40
P. Elliott
Wickham Market
22nd April 2021
"Very pleased with the service provided. Kept informed at all stages of the job. Good quality workmanship".
Enjoy your new resin drive, thank you for choosing Resin Master
40 out of 40
C. Sach
Martlesham Heath
14th April 2021
"First class service - very friendly, respectful and diligent in workmanship".
Thank you for the feedback and chosing Resin Master for you driveway.
40 out of 40
A, Parfitt
Harwich
8th April 2021
"Excellent work carried out by all, very satisfied with the result".
Thank you for the feedback.
40 out of 40
A, Parfitt
Harwich
22nd March 2021
"We are just emailing to say how pleased we are with our new path. We have been very impressed with the whole process from visiting your show room and choosing from the excellent display to the regular updates and communication we received all the way through to completion. The guys who carried out the work did an excellent job in a professional and covid safe way
We have no hesitation in recommending your company to our friends should they need a similar product".
Thank you for the feedback.
40 out of 40
L Bridges
Grundisburgh
21st March 2021
"We would just like to say how delighted we are with the beautiful resin drive you have installed in February 2021. It looks really lovely and offsets the garden beautifully".
So happy to hear your feedback, thank you.
40 out of 40
S Harrison
Cockfield
17th March 2021
"Very pleased with our new drive".
Thank you for choosing Resin Master for your resin drive
34 out of 40
Mr Fletcher
Halesworth
8th March 2021
"Efficient at all stages from quotation to completion".
Thank you for choosing Resin Master
40 out of 40 - especially the groundworkers
Mr Spurrell
Ipswich
2nd March 2021
"The service was excellent, the team very polite and considerate. They did not stop all time they were here which we were grateful for as it is a large drive".
Your new resin driveway is looking excellent.
40+ out of 40
Mr Hale
Hales
25th February 2021
"Quick, efficient and cheerful workers who acted well as a team".
Thank you for choosing Resin Master
40 out of 40
Mr Leafe
Bentley
19th February 2021
"We are very pleased with the work. Both crews turned up punctually and worked really hard. THey were very consientious and were exceptionally thorough tidying up at the end of the work. They are a credit to your company. We would happily recommend Resin Master".
Thank you for your feedback, it's wonderful to hear such a glowing report"
40 out of 40
Mr Renn
Kesgrave
18th February 2021