About us

Customer Commitment

Excellent customer service underpins the Ultimately Better ‘way’.

Our promise to you

At Ultimately Better, we believe that top notch customer service is the key to nurturing long-standing relationships and understanding customer requirements. This understanding allows us to meet and exceed the needs of our customers.

Many of our clients come to us after being let down by agencies that start strong but lose focus over time. We’re as committed on day 1 as on day 1,000 – and beyond! To deliver this high level of dedication from day one, as a company, we aim to:

  • Respond to emails and phone calls in good time: we like to make sure your query is acknowledged within 24 hours during Mon-Fri where possible.
  • Take time to understand the problem, question or query: we take the necessary time to fully understand your query so that we can provide answers that fully address your needs.
  • Avoid tech jargon and unnecessary “nerd speak”: we try to meet our clients where they’re at; we know that not everyone understands how to make websites (that’s why we exist!) and so avoid using tech jargon and language that complicates things unnecessarily.
  • Acknowledge our mistakes: sometimes things go wrong. If we get something wrong in the process of working with our customers we will acknowledge our mistakes, detail how or why it happened and how we will avoid it again in the future.
  • Look for opportunities to excel: we want to give you the best possible experience when working with us and sometimes that means taking a step back to look at the bigger picture and different approaches we can take to deliver better results for customers and their business.
  • Deliver the best possible work: we stay ahead, so your website does too. We are passionate about attaining the highest possible standards of work by keeping up to date with development best practice and continuous training for our employees whatever their level within the company.

But if we get it wrong…

We try our absolute best to deliver impeccable customer service but despite our best intentions, sometimes we get things wrong. If for whatever reason you are not happy with the service that you receive from us, we encourage our clients to let us know. Your feedback helps us to improve and to ensure we have the information we need to make improvements in areas that need it.

If there’s ever a problem, we tackle it head-on, find a solution, and refine our processes to make sure it doesn’t happen again. For us, it’s not just about fixing the issue, but earning your trust through honesty and action.

To make a complaint or discuss an issue with our service, you can reach out at any time via:

We will acknowledge your complaint on receipt – this is often within the hour, but always within 24hrs. We aim to resolve complaints within 3 working days but occasionally we need more time; this will be communicated to you during acknowledgement of your communication.

We hope that we can resolve all issues to ensure renewed good service for our customers and clients, but in the event that one or both parties don’t feel like they can continue working together, we will provide all customers with the support needed to ensure a smooth transition to an alternative provider.