What's your recommendation rate with your customers?
Want to build a better business? Survey your customers.September 5th, 2017 by
As a third-party customer satisfaction surveying company, knowing how our own customers feel about our products and services is of utmost importance. Not only does their input provide a new perspective, it also helps us determine their highest needs and priorities, something that’s crucial to the success of our business.
To better understand the value we provide our community of builders, remodelers, and contractors, we recently asked them, “How has third-party customer satisfaction surveying helped you become a more successful or better business?”
Here are a few of the responses we found most insightful:
“Customer service is the core of our company. If we aren’t successfully tracking the experiences of a majority of the customers, then we aren’t getting a true measure of how we are doing. Guild has allowed us the time to focus more on the experience of the customer and provides a simpler way for the customers to fill out the surveys.”
– Brittany N., Dan Ryan Builders
“For one, we are more likely to be able to see our strengths and our weaknesses with our buyers at several stages throughout the process, because of what our customers leave in the comments and with their scores. They might not be willing to be as honest if we were surveying under our name. We can take their honest opinions and actually make future decisions off of them.”
– Shannon E., Richfield Homes, LLC
“It has allowed us the opportunity to provide better service our clients. Although we do follow-up calls, sometimes issues brought up there get missed or forgotten about. The surveys make it possible for us to directly address any issues our clients may have, as soon as possible. In addition to this, it has been a great marketing tool to have future clients read real reviews from our real customers and then decide if they want to do business with our company.”