Dan Cook Carpentry and Building

At insight6, we believe an outstanding client experience starts with clear communication. That’s why our work with Dan Cook Carpentry and Building has focused on creating a customer journey that’s as smooth as the finished build – from first enquiry to project completion. 

In this case study: 

• The Challenge 
• Our Approach 
• CX Solutions 
• Results 

Building Better Experiences from the Ground Up 

At Dan Cook Carpentry and Building, exceptional client experience isn’t just a bonus – it’s part of the blueprint. With a clear vision to deliver high-end building projects that are as seamless as they are spectacular, Dan and his team partner with insight6 to make sure clients enjoy the journey just as much as the result.

This is the story of a construction business that’s challenging industry norms, putting communication first, and using Customer Experience (CX) insight to drive real growth. 

About Dan Cook Carpentry and Building Ltd 

Based in the Southwest and now in its eighth year, Dan Cook Carpentry and Building Ltd delivers high-quality residential construction and renovation projects across the region. Founded by experienced carpenter and builder Dan Cook, the company is known for its craftsmanship, customer service, and commitment to making every build a positive, professional experience. 

With a portfolio of complex new builds and heritage renovations, the business continues to grow through client recommendations, repeat business, and a strong reputation for doing things differently. 

Learn more about the company’s projects: client stories – building excellence. 

The Challenge 

Breaking the mould in residential construction. 

Dan has seen too many homeowners endure stressful, poorly managed builds. From day one, his mission was to change that. But with larger projects and more clients coming on board, he needed a way to maintain the business’s high standards – while gaining insight into what clients really thought of their experience. 

There wasn’t a crisis to fix – just a drive to keep improving. 

“I’ve seen clients suffer through builds when it doesn’t have to be that way. We wanted to make the experience enjoyable. Working with Rhian at insight6 helps us do that.” 

 — Dan Cook, Owner & Managing Director 

Independent feedback and honest insight. 

Dan’s collaboration with insight6 CX Specialist for Devon & Cornwall, Rhian Huxtable, began organically, built on a trusted relationship and a shared commitment to continuous improvement. 

Working closely with Dan and his team, Rhian developed a tailored feedback process that included post-project reviews, one-to-one client interviews, and in-person site visits to capture honest reflections and practical suggestions. 

Because Rhian operated independently of the business, clients felt comfortable sharing their true experiences – giving Dan invaluable insight into what was working and where small changes could add value. 

Tailored to the trade. 

Here’s what we delivered together to help embed client experience into the heart of the business: 

• Post-Project Feedback: Rhian gathered feedback and testimonials after each completed build, providing written feedback for the team to learn from. 
• Team Training: Group sessions helped the wider team understand the company’s CX goals and their own role in delivering them. 
• Coaching: Ongoing strategic support helped Dan step back from day-to-day operations and refocus on long-term growth and business development. 
• Google Review Support: Clients were encouraged to leave public reviews, boosting online reputation and future marketing. 

“Having Rhian as that critical friend is invaluable. He holds me accountable, helps me think bigger, and has made a real impact on how we work and grow.” 

 — Dan Cook, Owner & Managing Director

The difference CX makes. 

Although Dan takes a more holistic approach than focusing solely on CX metrics, the impact of the work is clear in the business outcomes: 

• A growing portfolio of high-end projects 
• More inbound enquiries from architects and repeat clients 
• Stronger Google review profile with glowing feedback 
• A more confident, aligned, and motivated team 
• A trusted partner helping steer business decisions 

“Being awarded the CX Excellence Mark is a real point of pride for us. It recognises the importance we place on delivering a consistent, thoughtful experience for every client -and the progress we’ve made in doing just that.” 

 — Dan Cook, Owner & Managing Director 

Rhian Huxtable, insight6 and Dan Cook of Dan Cook Carpentry and Building

Recognised for Customer Experience (CX) Excellence 

Dan Cook Carpentry and Building has been recognised for its commitment to outstanding customer experience, earning the prestigious insight6 CX Excellence Mark. 

The award highlights how Dan Cook Carpentry and Building’s dedication to doing things differently, prioritising clear communication, seamless processes, and happy clients on every project. 

Discover how your business can achieve the same recognition. Learn more about the CX Excellence Recognition Scheme today.