Are your customers telling you the whole truth?
GuildQuality and Qualified Remodeler collaborate on Customer Satisfaction ReportJuly 19th, 2016 by
GuildQuality partnered with Qualified Remodeler for the second year in a row to compile their annual Customer Satisfaction Report (pages 40-53). The report profiles 60 award-winning remodelers who share their secrets to delighting clients time after time. The report also dives into specific areas of remodeling projects that have the biggest impact on customer satisfaction.
According to Patrick O’Toole, Publisher and Editorial Director of Qualified Remodeler,
“Our goal is to highlight customer satisfaction as a key performance indicator (KPI) for all remodeling and home improvement companies. Remodelers who satisfy customers spend less money acquiring new clients because they get more referrals and recommendations. It’s that simple. Measuring customer satisfaction in a professional way – with a third party surveying your customers on their experience – is the first step.”
Client Experience Leaders
The Client Experience Leaders list profiles 60 GuildQuality members who have continually shown a commitment to providing exceptional service. In each profile, company leaders share what they’ve done to maintain high levels of customer satisfaction, from instilling it into their company’s core values to implementing processes around communication.
Heatmap of Highly Valued Service Traits
At GuildQuality, we’ve surveyed hundreds of thousands of homeowners about their experience going through a remodeling project and have seen some pretty cool trends emerge from that data. The Customer Satisfaction Heatmap is a compilation of GuildQuality survey data from over 100,000 homeowners covering 17 key satisfaction areas (vertical axis) across 42 types of common remodeling projects (horizontal axis).
Graphic by Tracy Hegg
Click here to view a bigger version of the full heatmap.
How to read the heatmap: Each bubble’s size corresponds to the percentage inside the bubble. As you’ll see, the larger the percentage, the larger the bubble, which means the higher the correlation that specific satisfaction area has to overall satisfaction with the project.
At GuildQuality, we use the “Likely to Recommend” question as a gauge for overall satisfaction. Survey respondents are asked to rate on a scale from 0-4 the answer to the statement, “I am likely to recommend [company] to a friend.” A score of 3 or 4 is a positive reflection of satisfaction.
This heatmap shows, in order of importance, areas of the remodeling process that can strongly affect a client’s overall satisfaction with a particular type of job. For example, on a Roof Repair job, if a homeowner rates a 1 on the 0-4 scale for “Problem Resolution”, there’s a 72% chance they’ll also give a 1 on “Likely to Recommend,” which indicates dissatisfaction across the entire project. If a homeowner is having an addition added and they give a 4 on “Professional & Organized,” there’s a 59% chance they’ll also give a 4 on “Likely to Recommend.”
Regardless of the type of job, from additions to window replacements, there are some commonalities among what affects satisfaction in remodeling jobs. According to the data, the three most important areas to homeowners across all project types are:
- Problem resolution
- Being professional and organized
What do you think of the findings? Do they hold true at your business? Tweet us and let us know.