Are your customers telling you the whole truth?
GuildQuality & Qualified Remodeler: 2019 Customer Satisfaction ReportJuly 17th, 2019 by
For the fifth year in a row, GuildQuality has partnered with Qualified Remodeler to compile their annual Customer Satisfaction Report for QR‘s July 2019 issue. The report profiles 60 award-winning remodelers and replacement contractors who understand the importance of delivering exceptional customer service. In addition to these profiles, the report also includes a heat map of highly valued service traits.
To Qualified Remodeler, sharing industry data and customer satisfaction best practices is essential to the success of businesses in the home services sphere:
“All businesses succeed or fail based on reputation and the accumulated goodwill of past customers. As a business improvement publication serving remodelers, Qualified Remodeler wants to share best practices about what it takes to satisfy customers.
Fifteen years ago, we researched a homeowner database to uncover their pain points in home improvements. Today, we work with GuildQuality to provide that information to our readers. This is their business and they know it better than anyone in our space. Our feeling is that the surest path to long-term success in remodeling is to satisfy customers.”
Heat Map of Highly Valued Service Traits
As a third-party customer satisfaction surveying company, we’re privy to incredibly valuable information regarding homeowner satisfaction. Over the years, we’ve surveyed thousands of homeowners about their experience throughout a remodeling or home improvement project, and as a result, we’ve been able to recognize emerging patterns or trends within the residential construction industry.
Qualified Remodeler‘s bubble matrix compiles GuildQuality survey data from over 100,000 homeowners to determine the impact of 19 key satisfaction areas (vertical axis) across 30 common home improvement job types (horizontal axis).
How to read the bubble matrix: For this matrix, Qualified Remodeler used the Pearson Coefficient to determine the correlation between overall satisfaction and the above service traits across different job/project types. The Pearson Coefficient describes the strength of the relationship between two variables (-1 to 1).
At GuildQuality, we use a ‘Likely to Recommend’ question to gauge overall satisfaction for homeowners. A response of 3 or 4 (on a scale of 0 to 4) to the question, “How likely are you to recommend this company?” indicates total satisfaction with the job overall. The size of each bubble corresponds to the strength of the correlation (i.e., the higher the number, the larger the bubble).
For example, this year’s matrix shows a high correlation between trust and overall satisfaction for a roof replacement job. This means that customers who respond positively to the trust question are more likely to have a positive response to the ‘Likely to Recommend’ question. At the other end of the spectrum, there are some service traits that have a very small correlation to the ‘Likely to Recommend’ question, which means they are not reliable predictors of overall satisfaction.
With that said, there are some service traits that correlate highly to general satisfaction across all job types. According to this year’s data, the three most important areas for homeowners are:
- Value (up almost 4% from last year’s report)
- Problem resolution
In addition to these three traits, the professionalism and organization of both the company and the crew members are also important factors in determining whether or not a homeowner is generally satisfied.
Customer Satisfaction Leaders
The Client Satisfaction Leaders list profiles 60 remodelers and home improvement contractors who are part of the GuildQuality community and whose exemplary customer satisfaction scores deserve both recognition and study. Within each profile, company leaders share their best practices, their approach to problem resolution, and how they use client feedback to grow their business.
Cheers to our Guildmembers who are part of the select 60 this year!