Are your customers telling you the whole truth?
Rebuilding consumer trust in a growing digital worldOctober 31st, 2018 by
According to Edelman’s 2018 Trust Barometer, only 33% of consumers trust media, business, and government institutions. At the same time, Qualified Remodeler’s most recent Customer Satisfaction Report revealed that consumer trust is the most statistically significant service trait among satisfied homeowners. These stats are alarming for several reasons, but mainly because of their implications regarding the growth of the home improvement industry.
In the past, it’s been too easy for bad contractors to mask their performance with a license or bare-minimum code compliance — things that don’t even remotely forecast the quality of service a client can expect. As a result, the level of trust between homeowners and contractors has taken a hit.
The standards of quality are now much higher thanks to stricter regulations and better accountability measures, but unfortunately, the reputation of the industry still suffers and homeowners are still highly skeptical. Consumers are much more informed during the buying process and the methods that once worked to gain their trust are no longer helpful.
These three techniques can help builders and contractors rebuild consumer trust in today’s digital world:
- Collecting online reviews
- Applying for industry awards, certifications, and other distinctions
- Offering incentives
To learn more about these strategies in detail, download “Managing Your Reputation in the Digital World”. This comprehensive guide will teach you techniques for rebuilding consumer trust, how to manage your social media presence, how to get more online reviews, and best practices for dealing with negative reviews.