At Salus, we measure success in more than project completions and compliance milestones. We measure it in confidence, clarity and long-term client relationships.
Over the last year, we issued customer surveys to over 4,000 clients at different touch points during the lifetime of the projects we were involved with.
The comments that came back were fantastic, including:
“Another excellent project delivered with Salus. Great working relationship, as always with Mike as project surveyor, and excellent support on the ground once again from Steve.”
M.J — Healthcare Sector
“Excellent service and attention to detail as always.”
A.H — Building Contractor
“We have been extremely satisfied with Salus’ services. They consistently go above and beyond our expectations, providing timely responses and a carefully considered approach to working with listed and protected buildings.”
C.E — Charity Sector
Those numbers matter — but what matters more is what sits behind them.
Consistency, Not Luck
High scores are encouraging. Consistent high scores are a reflection of systems, culture and accountability.
“Absolutely excellent service throughout, courteous, informative and supportive.”
C.E — Modular Construction Sector
Across offices, across inspectors and across service lines, the feedback shows a pattern:
- Clear communication
- Pragmatic advice
- Commercial awareness
- Timely responses
- Professional conduct
This is not accidental. It reflects the standards our team sets for itself every day.
People-First in Practice
Salus is employee-owned. That structure matters.
When the people delivering the service are invested in the long-term health of the business, the quality of client experience follows. The survey results reflect a team that takes ownership — not just of compliance outcomes, but of relationships.
“Another great project, well managed and support from Salus.”
M.E — Retail Sector
The high response rate also tells its own story. Clients are willing to take the time to respond because the interaction has been meaningful.
What We’re Learning
Customer satisfaction data isn’t a trophy — it’s a feedback tool.
- Individual project feedback
- Office-level patterns
- Service-type differences
- Follow-up engagement
The aim isn’t to celebrate ratings in isolation. It’s to continuously improve delivery, share best practice across teams and strengthen our approach.
Looking Ahead
Regulated industries demand rigour. Clients deserve clarity and confidence.
“Salus are our go-to on many projects because they’re consistently efficient, professional and genuinely friendly. Natallie is always at the end of the phone whenever I need her—nothing is ever a problem—and Nigel is excellent. A great team all round.”
D.G — Architects
Thank you to every client who has taken the time to respond.
If you would like to discuss a current or future project, our team is always happy to talk.