How We Compare – An Independent Study
At Fix It With Us, we believe Dubai residents deserve more than hidden maintenance costs, unreliable technicians, and unnecessary multiple visits. No one scrutinizes our performance more closely than we do. We constantly review customer feedback and are proud to have earned more 5-star Google reviews than any other maintenance company in Dubai.
To ensure we continue exceeding our customers’ high expectations, we sought deeper insight into our performance and how we compare. This led us to conduct an in-depth survey of over 400 unique customers, alongside an independent third-party investigation. Fifteen mystery shoppers assessed both our technical expertise and customer service quality, comparing us against five of our closest competitors.
What Our Customers Say
in your own words
A Market Study on Price
While the vast majority of surveyed customers reported high satisfaction with the work delivered by FIWU, 18% noted that our service costs were above average.
Our pricing is fully transparent, but we understand it can be difficult for customers to benchmark costs in the highly variable home maintenance market. True value comes from work done correctly the first time, with clear resolutions and no need for rework—factors that are often only evident after experiencing a company’s service firsthand.
We have always calculated our pricing carefully to ensure a job is completed to the highest standard. Still, we wanted to understand how our prices compare to the competition, which led us to conduct a detailed market study on pricing.
What we learned
Possibly because of the upfront transparency of our price estimates, the perception that we are “expensive” often reflects a focus on cost alone, without fully considering the value delivered.
not the most expensive
We were reassured to find that, when considering solution duration, our pricing generally falls within the mid-range compared to our nearest competitors. For example, our 14-step AC service includes a thorough system audit with non-negotiable procedures designed to ensure longer-lasting cooling—a process we call our “no-stone-unturned” policy. None of our technicians complete this exhaustive procedure in less than 40 minutes per unit.
Delivering this high level of quality at a mid-range price point demonstrates exceptional value, especially when compared to competitors’ quotes that include only half the work and produce less optimal results.
not the cheapest
In this instance, our plumbing services were priced higher than the two competitors we benchmarked against. Similar to electrical work, plumbing issues should only be entrusted to the most qualified experts, as problems can quickly worsen or become hazardous if not correctly diagnosed and repaired immediately.
Our hiring process ensures this expertise: candidates undergo practical tests, on-the-job trials, and additional training by We Will Fix It professionals—many applicants do not pass. While our plumbing services are not at the low end of the price spectrum, they reflect unrivalled technical capability and peace of mind for our customers.
always reliable
We were encouraged to find that our pricing is more consistent than that of other companies, likely due to our careful selection of technicians and our commitment to fair wages and consistent training across all services—without exception.
OUR CUSTOMERS ON COST
4.1 COMPETATIVE AVERAGE
Competitor recommendation scores, as rated by mystery shoppers (out of 5).
4.4 FIX IT WITH US AVERAGE
FIWU recommendation scores, as rated by mystery shoppers (out of 5).
We respond to every booking request within 1 hour.
We ensure that all costs and technical solutions are fully explained to our customers.
Technicians follow strict safety protocols, including masks, shoe coverings, and social distancing at all times.
Technicians ensure the site is left in excellent condition following every visit.
RESPONDING TO YOUR CONSTRUCTIVE FEEDBACK
The results of our customer survey and mystery shopping investigation show that we lead the market in both quality and cost-efficiency. At the same time, we recognized the importance of focusing on areas where we lost points, so we can continue excelling at what we do best:
Lead Time
Our large teams of technicians, each with specialist service expertise, allow us to minimize lead times and offer a flexible booking process that ranks among the industry’s best. However, during the on-the-job investigation, two of our testers experienced waits of up to three days for an appointment due to high demand. During peak summer season, our fully staffed teams can become extremely busy, and this feedback—also echoed by a small percentage of survey respondents—highlighted an area we needed to address and improve.
Our Commitment
We have been actively recruiting and training new staff during one of the busiest periods in our company’s growth, enhancing the strength and expertise of our teams. To better serve our customers, we’ve increased the number of emergency time slots in our schedule, ensuring those in urgent need can receive prompt assistance. Our Annual Maintenance Contract customers can also count on emergency support within 90 minutes, as a standard feature.
Unresolved Maintenance Issues
As one of Dubai’s leading maintenance service providers, our primary goal is to resolve every job thoroughly and as quickly as possible. We were, therefore, surprised to learn that a mystery shopper deducted points because their AC issue remained unresolved. Upon review, we discovered that our technicians required replacement parts, including a thermostat that was not immediately available. While our teams are among the best equipped in the Emirate, certain jobs that involve part replacements cannot always be completed on the same day, necessitating a follow-up appointment.
Our Commitment
We believe honesty is always the best policy, and sometimes, in the interest of doing a job properly, we must postpone completion until we have the right grade of materials to hand. However, we understand that delays of any nature are inconvenient for our customers. Therefore, in response to the investigation, we decided to streamline our relationships with parts manufacturers, and we are consequently proud to offer the fastest parts delivery available in Dubai with additional heads sourcing and collecting any replacement hardware if it should be required, all via our Express service. So, if faster completion time is your aim, we are working hard to be literally unbeatable in this area.
We also continue to invest in customer service training by Grant Crawford to develop our teams’ communication skills during client-facing interactions. We aim for staff to always explain the ‘why’ and the solution when issues inevitably occur.
FIWU Performance as Rated by Mystery Shoppers
What We’ve Learned – A Summary
Fix It With Us is proud to have been at the forefront of Dubai’s home maintenance industry for over 15 years, and we are determined never to stand still. As the market has become increasingly competitive, we firmly believe that investing in—and openly sharing—honest feedback, both positive and challenging, is essential to strengthening our relationship with you, the customer, who remains at the heart of everything we do.
Alongside the many positive reviews we receive, we have learned the value of initiating transparent and constructive conversations about our performance. Backed by clear, measurable data, these insights allow us to further improve by accommodating more emergency requests, refining our communication, and reducing lead times for replacement parts. We are actively using this knowledge to build on what we believe is the best service in the market, while continuing to offer exceptional value for money.
We welcome your feedback and encourage you to share your thoughts with us. If you would like to get in touch, please email info@fixitwithus.com, and our Operations Manager, Imtiaz Ahmad, will respond with an open ear.
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