GuildQuality

Late this evening, we’ll update our member profile pages with a new design. A significant part of this redesign involves the introduction of GuildQuality Reviews. Once our redesign goes live, your customers will be able to provide a public review of your company along with their survey response.

We’ve been piloting GuildQuality reviews with our own member surveying since late November, and in the last couple weeks we expanded our pilot program to include about 50 Guildmembers. From the surveying we’ve done with our Guildmembers during this pilot period, we’ve found that, when asked, roughly a third of survey respondents provide a review along with their survey response.

Why are we introducing GuildQuality Reviews? There are a number of reasons we’re introducing reviews. The main reason is that, for the members who want to leverage their customer feedback to strengthen their brand, our survey process presents a great opportunity to let customers share more (and more useful information) than they’re presently able to. Their published comments are already finding their way into consumer rating services like Google Places, and with the addition of GuildQuality Reviews, more robust, useful, informative commentary will make its way throughout the web.

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Earlier this month, we sponsored the inaugural Replacement Contractor Service Excellence Award, which was given out at the Replacement Contractor Executive Conference held in San Antonio, Texas.

Conference registrants were invited to participate in the award.  For those who opted in, we asked each company to provide their full client list from 2010.  We then surveyed a representative sample of their clients using our e-mail, telephone, and mail surveying process.  The survey questions covered the full experience in working with the contractor, spanning the sales and service experience, quality of workmanship and products used, and (ultimately) would they recommend the contractor to a friend.

The participants were evaluated across all questions surveyed, with particular weight given to the response rate and recommendation rate. Working collaboratively with the editors at Hanley Wood, we then selected three winners from two different categories – those with more than $10 million or more in revenue for 2010, and those with under $10 million in revenue for 2010.  We were pleased to announce the winners alongside our partners, Hanley Wood and James Hardie.

It is worthy of noting that all of the participants posted high scores, averaging a 73% response rate and a 93% recommendation rate.

The full list of all six winners are listed below:

$10 million in revenue or above for 2010

• Thompson Creek
• Newpro
• System Pavers

Under $10 million in revenue for 2010

• Twin Cities Siding Professionals
• Franzoso Contracting
• Southwest Exteriors

Here is a photo taken that evening.  Congratulations to the winners!