One of the juiciest features of the GuildQuality program is the Project Filters feature. Creating customized Project Filters gives you the ability to discern even more valuable information from the standard customer satisfaction feedback. This element enables you to “tag” surveys with specific characteristics, such as the salesperson that did the deal, the project manager in charge of construction, the neighborhood in which the home was built, the company division under which the project falls, etc. When you create these “tags”, you can then look at the hundreds of data points you might have, and narrow the information down by your filters. For example: compare the performance of all salespeople to one another; see which project managers are managing expectations appropriately; identify which company division ranks the highest in customer satisfaction; view only projects in the Design/Build division. View a short video tutorial on how to create Project Filters here.
In the same vein of Project Filters comes Question Bundles. Creating Question Bundles allows you to group together specific questions by type and then view these specific groups on the reporting side of things. For example: questions related to the communication process, problem resolution, and schedule of the job are directly related to the performance of the project manager. Create a “Project Manager” Question Bundle, selecting these specific questions to form the group.
When used together, Project Filters and Question Bundles can deliver a highly-targeted view of performance. For example: view a Project Manager Scorecard, selecting only the Project Manager Bundle, and you have a report card of how well your project managers perform in categories for which they are explicitly responsible. Take a look at the picture below – we can see how each of our project managers perform in comparison to one another, in the specific duties that pertain to their role.
Another way to utilize Question Bundles is to compare Bundles to one another. In the example below, we’ve set up Bundles for the sales side, production side, and office side of our company. We’ve generated a Scorecard report comparing these Bundles to one another in order to see which facets of our company are delivering a great customer experience.