GuildQuality

By clicking on the little orange “Share This” icon in the footer of every page on our website, visitors can easily share the page they’re viewing via email, Facebook, Twitter, LinkedIn, etc. About 5 times a day, someone uses this little doohicky.

A few months ago, I posted our visitors’ sharing patterns. For those that are interested, here’s an update.

Email remains the leading method of sharing, followed by Facebook, and (assuming you don’t count printing) then Twitter.

Looking at the content shared, GuildQuality-specific pages (blog posts and pages describing our service) make up about 14% of the pages shared, and Member-specific pages (customer reports, Guildmaster interviews, and profiles pages) make up the remaining 86%.

If you aren’t sharing your GuildQuality Customer Report, and you have an interest in doing so, you absolutely should. Our customer reports clearly attract the most attention on our website.

Earlier today, I sent an email out to the super- and admin- users whose surveys allow for anonymous responses. I’m posting that email here for everyone’s reference.

Many of our members allow people to request anonymity in their survey responses. After careful consideration, we’ve elected to entirely remove this option for all new GuildQuality members, and beginning on March 15, we will remove the option for existing members as well.

Before deciding to make this change, we solicited feedback from the members of our GuildQuality LinkedIn discussion group. The overwhelming response was in favor of eliminating the option. Click here to read what they had to say, and to chime in on the conversation.

Every day, GuildQuality receives constructive feedback from people who need help resolving a problem with their home, remodeling project, or apartment. And every day, Guildmembers are using their survey responses to immediately respond to those that need assistance. Presently, many of our members allow people to respond anonymously. As a result, we often receive survey responses wherein the respondent has requested anonymity, but has also described a resolvable problem. And sometimes, an anonymous respondent will even request that a specific problem be resolved. In these instances, it is difficult and often impossible for the Guildmember to follow up and correct a problem. For this reason, we intend to eliminate the anonymous option altogether.

I do not anticipate that this will impact your survey response rate. We compared historic survey response rates among those that allow anonymity versus those that don’t, and found them to be identical. But more importantly, I expect this to increase the utility of the information we provide you, and the quality of service you are able to provide your customers.

Beginning on March 15, GuildQuality will eliminate the ability for survey respondents to request anonymity. When this happens, all prior respondents who requested anonymity will still have it, but future respondents will not be presented with that option.

If you are among our members who allow anonymity, and you prefer that we keep the anonymous question in your surveys, please let us know. Otherwise, you don’t need to do anything, and the anonymous question will disappear from your surveys on March 15.

On Friday, Rackspace informed us that, after becoming an award finalist earlier this year, we did not become the supreme super winner of their coveted FANATI Award. Rackspace has not yet announced the winner, and I hope to have the opportunity to congratulate them when they do.

I understand that Rackspace based their decision on two things:

1) Each candidate’s application video, and

2) The company’s customer satisfaction scores (compiled via Rackspace’s own survey).

Rackspace asked that a random 300 of our members be surveyed. 127 of you graciously responded (even though most of you had already responded to one of GQ’s own member satisfaction surveys).

On Friday, Rackspace shared with us a summary of the survey feedback you provided, and I’m exceedingly pleased to report that we did pretty well. In fact, the Rackspace survey showed us with a Net Promoter Score of a whopping 83.2%. That’s higher than the scores for top performing industry giants like Apple and USAA. It’s also higher than our similarly calculated GuildQuality Index (GQI) of 69% (YTD).

If you are interested in the Net Promoter methodology, you may want to read this brief post from late 2007, or check our Fred Reichheld’s book, The Ultimate Question.