CHG Electrical
Customer retention strategy and a custom-built site audit application for a Sheffield engineering business — putting real-time feedback and ISO data capture directly in the hands of engineers on site.
The Context.
CHG Electrical is a Sheffield-based engineering and digital transformation business with over 20 years delivering complex projects across water utilities, rail, steel and manufacturing. BSI certified, Achilles UVDB accredited, Safe Contractor approved.
A business built on technical precision and long-term client relationships. What it needed was a way to systematically capture the quality of its delivery — and turn that into structured retention and continuous improvement.
The Challenge.
No systematic process for capturing client feedback at the point of project completion
Engineers completing complex on-site work with no immediate mechanism to audit and log outcomes
Customer satisfaction data collected inconsistently — making ISO compliance harder and continuous improvement harder to evidence
Case studies existing in raw form — powerful stories not being told in a way that won new work
Retention dependent on relationships rather than structured commercial systems
The gap wasn't in the quality of the work. It was in the infrastructure around it.
The Outcome.
A custom-built site audit and feedback application now sits at the heart of CHG's project completion process. Engineers on site can immediately audit completed work and trigger a customer feedback workflow — automatically feeding responses into a centralised system for action, review and ISO data capture.
For the first time, CHG has real-time visibility of client satisfaction at project level — not weeks later, not via a manual process, but immediately at the moment of handover.
STRATEGY.
Customer retention strategy built around the project lifecycle — not just post-project follow up
Audit of existing case studies against commercial positioning requirements
Messaging framework developed to communicate CHG's technical capability to procurement audiences
Feedback loop designed to feed directly into continuous improvement processes
SYSTEMS. The centrepiece of this engagement was a purpose-built application:
Custom site audit app — deployed directly to engineers on site at project completion
Immediate audit capability — engineers log work quality, completion status and site notes in real time
Automated customer feedback trigger — completion of site audit automatically deploys a customer satisfaction survey to the client
Responses feed into a centralised dashboard for action and review
ISO-aligned data capture — feedback structured to support continuous improvement requirements and audit evidence
Case studies rewritten and reformatted as commercial assets
SCALE.
Real-time client satisfaction data available at project level for the first time
ISO compliance supported through structured, automated feedback capture
Engineers empowered to close the quality loop at the point of delivery — not days or weeks later
Case studies now functioning as active commercial tools
Customer retention structurally supported through consistent, systematic engagement
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