Satisfying your customers is Job No. 1. At a basic level, it’s about caring. It’s about delivering quality services and products. It’s who you are as a person and more importantly, it’s who you are as a company.
But Customer Satisfaction is also a data-driven business discipline. It’s about developing repeatable systems and processes in your company, so satisfaction happens every day, all the time. Your reputation and future referral flow depends on it.
That is why each year Qualified Remodeler teams up with GuildQuality, a leading customer satisfaction measurement company, to produce the QR -GuildQuality: Customer Satisfaction Report.
The report is comprised of two parts. The first is a visual HEAT MAP that correlates 19 service traits with many types of home improvement and remodeling jobs. The second is a searchable list of company profiles—100 remodeling and home improvement companies who are Satisfaction Leaders.
The HEAT MAP of service traits and jobs is represented by a number that looks like a hitter’s batting average. The closer that number is to 1.0, the more highly correlated that trait is to a customers overall satisfaction with a particular type of project.
For example, keeping a jobsite “Clean” has a .73 correlation with customer satisfaction for an “Exterior Remodel” but only a .35 correlation with a “Room Addition” project.
You might be asking, how does GuildQuality possibly know this? The answer: They survey over 100,000 consumers each year. And they are not just any consumers. All are interviewed just after they’ve completed a remodeling or home improvement project. And all of that data is aggregated and analyzed by job type. QR editors curate this information for our report.
Use This Data to Focus on High-Gain Activities
The HEAT MAP section of this report is shown in a series of charts. There are six charts in all. The first is an overall look at all 19 service traits across all types of jobs. Then there are five charts that get granular on Exterior Remodels, Interior Remodels, Major Renovations, Outdoor Living and a catch-all group of Other projects.
In prior years of issuing this report, remodelers and home improvement pros have told us how important this report has been in identifying focal points in their interactions with clients. They use it to hone-in on how best to deliver on those key service traits that drive client satisfaction. The data allows them to confidently delve deeply on service issues as they develop strategies for customer satisfaction success.
HEAT MAP: Top Overall Service Traits