Our client feedback listening programme.
Successful projects emerge from resilient and respectful partnerships. That’s why we seek to develop long-term relationships and always look to improve them. This is where Engage helps.
Engage is our structured listening programme for gathering client feedback. It helps us to deliver on the elements of the service experience our clients value and improve any areas that need attention.
How does Engage work?
Supported by insight6, a customer experience consultancy, Engage offers an independent view on how our client journey is performing. We gather insights at three key project stages to keep us closely attuned to our clients’ needs:
Appointment Survey
insight6 send an email invitation to complete our survey after appointment.
1:1 Phone Interview
insight6 may ask selected contacts to take part in an in-depth 1:1 phone interview.
Completion Survey
insight6 send another survey on completion of a project.
What our clients and partners say:
We have found the team excellent to work with. They want to do a good job because they really care about their clients. The quality of their designs has been praised throughout the University and we will continue to use them on other projects in the future.
Alessandra Foderaro, Deputy Director – Capital Development – Estates Planning and Development, University of Westminster
The team at Stride Treglown continue to provide the Programme and the Trust with sound advice, pre-empting and drawing early attention to any issues arising. They are client-centred, accommodating, focused on supporting us to achieve our objectives. They demonstrate a good understanding of this complex Programme and its wide ranging stakeholders. I rate their technical expertise and am consistently impressed with their high-quality professional output, delivered in support of our Programme. They are, and are considered, a valued advisor to the MoHHS Team.
Ian De Bruin, MOHHS Programme Technical Lead, Hampshire Hospitals NHS Foundation Trust
Our partnership with Stride Treglown on the master planning and urban design of a large project in south Bristol proved very successful. They brought excellent technical ability and interpersonal skills to the project as well as an awareness of the creative and practical balance needed to provide solutions. We look forward to continuing to work with them in the future.
Zoe Sharpe, Development Manager, Dandara
I have worked with Stride Treglown for a number of years and trust them implicitly to deliver a high quality project, on time and in budget. Not only do they offer great solutions but they continually add value by being proactive and coming up with innovative alternatives for consideration. We hold them in high regard and would be happy to recommend them for the overall service they provide.
Michael Parsons, Senior Cost Consultant Arcadis
We have worked with the Landscape Architecture team at Stride Treglown for many years. We really value the consistency of our long-term relationship and the strength of their technical knowledge. They bring experience of our campus as well as a flair for good design. Within the firm as a whole, they offer a wide range of expertise which adds to the success of working with them.
Jonathan Howe, External Spaces Business Partner
Estates Royal Holloway, University of London
95% of clients would recommend us
Net Promoter Score is a metric to gauge customer satisfaction and loyalty, determined by asking one key question: “How likely are you to recommend our company/service?”
Based on their survey responses, clients are grouped into Promoters (happy, enthusiastic clients) and Detractors (unhappy clients). The NPS score is the difference between the percentage of Promoters and Detractors.
Our Net Promoter Score is 59 which means 95% of clients would recommend us.
We’ve been working hard to improve our client journey and seeing satisfaction scores increase year-on-year validates that effort.
Rachel Bell, Director of Partnerships
Excellence in Customer Experience
In 2025, Stride Treglown became the first architectural practice to receive the insight6 CX Excellence Mark which recognises businesses that consistently go above and beyond to put their clients at the heart of everything they do.
Stride Treglown is one of the most proactive businesses in the design and construction industry. Their Net Promoter Score puts them five points ahead of the median score for the sector.
Rhian Huxtable, Client Experience Consultant, insight6
