Customer Charter

This document outlines the Freshleaf commitment to customer service. To ensure we uphold the highest standards of customer service, we will:

Be available and responsive

At Freshleaf we pride ourselves on availability and responsiveness to client requests. Our office hours are between 9am and 5.30pm Monday to Friday – during which time you will be able to speak to the project manager responsible for your account, or even directly to the developer working on your project. Out of hours support is available via one of our support contracts.

Acknowledge work requests, respond quickly, and give accurate timescale estimates

We know it’s frustrating to send an email with a work request and not know if it’s been received or when you can expect the work to be carried out. Therefore we will acknowledge all work requests within a half day. We aim to turn around most maintenance requests within three working days, and for larger requests which need to be scheduled we will respond with realistic timescales which we can stick to.

Provide dedicated project management

For each client account we provide a dedicated point of contact - a member of the team who is familiar with your account, your website, what we’re working on for you and what might be upcoming. The project manager will be working closely with a team of designers and developers, many of whom you may speak to during the course of your project and all of whom are thoroughly briefed on your requirements.

Not baffle you with jargon

We’ll talk to you about your website, your business and your development projects in plain English, not in jargon-laden technical terminology.

Lead you through the process

Website design & development is what we do – all day, every day. But our clients may or may not have dealt with an agency before, or run web projects before, so part of our role in the process is to lead you through it as much as you need, ensuring you’ve got good visibility on what we’re up to at each stage.

Make every effort to understand your business goals

We believe that we cannot best serve your business if we’re kept at an arm’s length from your business. We undertake to put in the time to understand your business and in particular its goals, and what you want to achieve with your web projects, we can make intelligent and well advised recommendations.

Only recommend services that we believe will benefit your business

You may feel inclined to take recommendations from an agency with a pinch of salt, but we guarantee only to recommend updates or services which we genuinely believe will benefit your business.

Be willing to question, challenge and recommend - to ensure you get what’s best for your business

Not only will we not recommend things you don’t need, we also won’t be afraid to question your plans for your online business, to provide recommendations and to challenge assumptions – to ensure that we’re not blindly following instructions without giving you the benefit of our expertise.

Provide product support & warranties

Our CMS comes with full product support – if you forget how to do anything, or need a quick pointer, we’re available immediately by phone within office hours – no ticketing system required. Additionally, all of our work comes with a 90 day general warranty.

Provide fixed quotes for work if required

The nature of website development work is that it can be quite open-ended. However we are aware that some businesses need to have fixed price quotes for updates, and accurate quotes will be provided prior to any work being undertaken if required.

Protect your data

We look after your data using industry-standard security measures to safeguard your data from the bad guys.

Carry out Quality Control checks to the very highest standards

Because our reputation rests on the quality of our work, we have a quality control procedure in place which checks all of our web projects to the very highest standards. We also proactively seek feedback on completed projects so we can understand what we could have delivered better or done differently to improve each customer experience.

Provide you with ways of communicating with us if something goes wrong

We try to get it right, first time, every time – but if something does go wrong, we provide a clear way for you to get in touch and let us know.