Performance standards
At Legend Hire, we believe great service is built on trust, transparency, and consistent performance. That’s why we hold ourselves to clear, measurable standards, and publish them openly. These commitments guide the way we work every day, ensuring our customers receive reliable equipment, responsive support, and a seamless experience from start to finish. Our Performance Standards reflect the benchmark we promise to meet, and the accountability we expect of ourselves.
What You Can Expect from Us
Within ONE hour
- Return missed calls and texts
- Send civil rental quotes
- Complete initial follow-up on quotes
- Reply to or acknowledge customer emails, website enquiries, and portal enquiries
- Earthmoving breakdowns – technician call within 1 hour
- CAPEX decisions made and communicated
Within FOUR hours
- Earthmoving breakdown – technician onsite (within 1-hour radius)
Within TWENTY-FOUR hours
- Send project quotes (typically within 24–48 hours depending on complexity)
- Respond to internal emails the same day, or acknowledge within 4 hours if urgent
Strong Accountability & Continuous Improvement
These standards represent more than expectations, they shape our culture and the way we operate every day.
By publishing them publicly, we’re inviting our customers to hold us to account and to partner with us in continuous improvement. Should we miss the mark, we commit to responding quickly, learning from the experience, and taking action to ensure it doesn’t happen again.
Our goal is simple: deliver exceptional service, every time.