GuildQuality customer satisfaction surveys enable homeowners to rate their contractor on a scale of zero to four (with zero being the worst and four being the best) in all sorts of categories. Our members can publish a summary of those answers here on their profile page, displaying a bar for as many or as few questions as they like. The score for each category indicates the percentage of survey respondents who answered a three or four to that particular question.
Q. On some Guildmember profile pages, I see bar charts showing scores for different things like Construction Quality, Communication, or Likely to Recommend. What do those scores mean and where do they come from?
A. Our customer satisfaction surveys enable homeowners to rate their contractor on a scale of zero to four (with zero being the worst and four being the best) in all sorts of categories. Our members can publish a summary of those answers to their profile page, displaying a bar for as many or as few questions as they like. The score for each category indicates the percentage of respondents who answered a three or four to that particular question.
Q. Do all Guildmembers survey all of their customers?
A. It’s our recommended best practice for Guildmembers to survey all customers at least once. We know that many of our members survey all of their customers. We also know that some don’t, and it’s not possible for us to police this on a member-by-member basis. While most of the reasons why a customer might not receive a survey are pretty straightforward (the most common being that the member felt the project was too small to merit a survey), there are undoubtably times when a Guildmember has intentionally left that customer out of the system.
Even if someone doesn’t receive a survey, GuildQuality encourages all customers (we define customers as people who have paid the contractor for services) to share their feedback. See more about this below in the question “Can anyone post a rating and review?”.
Q. Some Guildmember profile pages show customer star ratings and reviews. Where do those come from?
A. Members can opt-in to including a review question within their customer satisfaction surveys.For the Guildmembers who have opted in to reviews, we take the customer’s answer to the Likely to Recommend question (which we ask on a five-point scale), display it as a star rating, ask the customer if they would like to publish that rating on the member’s profile page, and then give them an opportunity to elaborate on the rating with a written review. Here’s how that looks from the perspective of someone who’s completing a survey:
Q. Can Guildmembers pick and choose which ratings and reviews they publish?
A. If a member is opted into reviews, the review question gets added to every customer satisfaction survey we send on their behalf.We publish 100% of the ratings and reviews shared by respondents to the member’s profile page. About 80% of respondents share a rating, and about a quarter of those include a written review.Q. Are there any instances where a customer would share a rating or review and it later disappears from (or never show up on) the Guildmember’s profile page.
There are four scenarios where a review would “disappear” from a member’s profile:
- The person who provided the review asks to have it removed.
- After receiving some ratings and reviews, the member decides to opt out of GuildQuality Reviews. When that happens, we remove 100% of the ratings and reviews that people have previously shared.
- The member has set their profile page to display only the most recent year’s worth of customer feedback, so reviews and ratings that are older than a year won’t appear on the page.
- The member cancels their GuildQuality account, in which case we remove all the customer feedback from the page.
Q. Sometimes the average star ratings on GuildQuality seem to be dramatically different than the average star ratings I see for the same company on some other sites. Why might that be?
A. The feedback we publish on our site comes from actual customers, and the overwhelming majority of it comes via our survey process. We believe that our process—particularly when dealing with the relatively small customer volumes of companies in the home building and home improvement industry—generates feedback that is much more representative of a company’s actual service level than reviews that come from that tiny percentage of customers who are motivated to visit a website and publish something.In addition, sites that accept feedback from any source are prone to include reviews from people who either 1) were prospective customers but never actually engaged the service provider they’re reviewing, or 2) fake customers (sometimes these are competitors posing as customers and sometimes they are simply fake reviews intended to inflate ratings).Q. Can anyone post a rating and review, whether or not they receive a customer satisfaction survey?A. All of our members who are opted in to GuildQuality Reviews open themselves up to having unfiltered ratings and reviews published to their profile pages. The overwhelming majority of the ratings and reviews come via our survey process, but customers may also submit reviews directly via the member’s profile page.
Along with their review, they include their address and the date of when the work was done. Before we publish their review, we mail the address a confirmation card. Upon receipt, they’re directed to enter a code to verify their feedback. This process enables us to verify that their review was provided by an actual customer.At present, we only publish reviews from customers who worked with the company during the time period displayed on the member’s profile page. So if the customer’s experience with the contractor dated from several years ago, and the member only joined GuildQuality last year or they have set their profile page to only display the most recent year’s worth of data, then we don’t publish that review.We like this process for many reasons. Among my favorites is that the more a company promotes their Guildmember Profile Page, the more likely it is that a customer who hasn’t been surveyed will see it, and be prompted to share their feedback.