Qualified Remodeler Magazine

JUL 2017

Qualified Remodeler helps independent remodeling firms to survive, become more professional and more profitable by providing must-have business information, namely best business practices, new product information and timely design ideas.

Issue link: https://qualifiedremodeler.epubxp.com/i/848719

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Page 38 of 67

2017 T O P S AT I S FAC T I O N D R I V E R S S AT I S F A C T I O N T R A I T 2017 P E A R S O N C O E F F I C E N T 2016 P E A R S O N C O E F F I C I E N T 2017 P E RC E N T C H A N G E Problem Resolution " The staff at remodeling company addresses and resolves problems effectively." 0.793 0.766 3.63% Trust " I trust remodeling company to follow through on commitments." 0.777 0.787 -1.25% Value "I feel I am receiving a fair value for my money." 0.770 0.740 4.09% Professional & Organized " My remodeling company is organized and professional." 0.760 0.742 2.34% Employees Professionalism " The employees of my remodeling company are professional and courteous." 0.694 0.666 4.22% Quality Of Workmanship " I am satisfied with the quality of the workmanship." 0.691 0.651 6.08% Communication " The staff at my remodeling company communicates with me effectively." 0.681 0.681 0.00% Work Done Right "My work was done right the first time." 0.662 0.651 1.74% Construction Quality " I am satisfied with the quality of materials and workmanship." 0.661 0.666 -0.66% Expertise " My remodeling company had the necessary expertise to build my project." 0.654 0.601 8.87% Installation Crew " My remodeling company installation crew was organized and professional." 0.627 0.619 1.24% Punchlist 'The punchlist was completed in a timely manner." 0.623 0.686 -9.13% Quality Of Materials "I am satisfied with the quality of materials used." 0.576 0.564 2.09% Schedule " My remodeling company adhered to our agreed upon schedule." 0.569 0.551 3.21% Budget " My remodeling company worked within our budget and kept costs in line." 0.535 0.518 3.30% Employees & Subcontractors " The employees and subcontractors of my remodeling company are professional and courteous." 0.526 0.480 9.62% Sales Knowledge " My salesperson was knowledgeable and helpful regarding my project." 0.513 0.534 -3.92% Clean & Safe "The jobsite is kept clean and safe." 0.496 0.480 3.30% Salesperson Professionalism "My salesperson was on time and professional." 0.392 0.415 -5.57% ree years ago, GuildQuality also provided us with a list of custom- er satisfaction leaders. ese are remodelers and home improvement professionals whose exemplary scores, year in and year out, make them worthy of both recognition and study. As in years past, this year we offer the customer satisfaction stories of 60 firms who supplied their best advice for success in creating happy clients and profitable streams of referrals. is year we've added a third key tool to the mix—a summary across all remodeling job types of the most important factors in creating happy clients. at table, shown right, is a ready-made roadmap that remodelers can use in their business right away—even if they are just starting their customer-satisfaction journey. e goal in presenting this information is threefold: increase the stature of customer satisfaction as a business building block, provide hard data that proves the correlation of other factors that drive satis- faction beyond price and quality, and finally to flesh out those drivers over many different job types. is customer satisfaction report checks all the boxes to remove any potential guesswork. | EDITOR'S NOTE: We asked each of the 60 firms highlighted on the following pages to comment on these three topics: ¡ What is the tactic or best practice you attribute to your high customer satisfaction scores? ¡ Discuss a situation where you successfully turned a negative client situation into a positive. ¡ Provide an example of how your company improves business procedures using client feedback. Only one response has been included for each firm in this report. To read all responses, visit QualifiedRemodeler.com/ customer-satisfaction/. GuildQuality was founded in 2003 by Geoff Graham during his time as a real estate developer to be a surveying solution for small to mid-sized home builders and remodelers. Since then, GuildQuality has grown to become a leader in web-based customer satisfaction surveying for the residential construction industry. With thousands of companies who are members of the GuildQuality community of quality and having surveyed more than 1 million homeowners, GuildQuality is the trusted partner of homebuilders, remodelers and home improvement contractors who value gathering authentic customer feedback and providing high-quality service to their customers. Top residential construction professionals rely on GuildQuality's customer satisfaction surveying, performance reporting, and marketing tools to help them monitor, improve and share their commitment to quality and receive the recognition they deserve for doing exceptional work. QualifiedRemodeler.com QR July 2017 41

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