Measuring Up: Customer satisfaction metrics that matter

Every remodeler advertises great customer service, but how do they really know if they’re meeting or exceeding their client’s expectations? Keeping a finger on the pulse of your company’s customer service performance must go beyond simply asking clients if they’re happy. Measuring your company’s ability to deliver great customer experiences should involve allowing homeowners to be completely candid with you, analyzing their feedback and creating actionable steps to improve your relationship with them.

Terry Stamman, co-owner of Twin Cities Siding Professionals, knows a thing or two about gauging customer satisfaction. He’s been doing it for his St. Paul, Minn., exterior remodeling business since 2009. Throughout the past five years Stamman has kept a close eye on his company’s customer satisfaction trends and considers their recommendation rate to be the one metric in particular that’s the ultimate indicator of a job well done.

“We hold our likely to recommend rate as the gold standard of our business,” he says. “It’s incredibly important to us because we genuinely care about how our customers feel. When homeowners are willing to recommend us to friends and family, it makes our team proud because it reaffirms for us that we’re a good business.”

Twin Cities Siding is recommended by 99% of more than 400 customers. The company surveys customers at the end of every project to determine their “likely to recommend” rate and get a better understanding of how they’re performing in more specific areas of project performance.

“Whenever a customer survey comes in, our whole team drops whatever they’re doing to see the results. That’s how important it is to us,” Stamman says. “Our company culture demands customer satisfaction. It’s highly embarrassing to every one of us if a customer responds to a survey question with anything less than agree or strongly agree.”

How Twin Cities Siding’s customers rate the team’s performance on jobsite cleanup and communication is something Stamman watches especially closely. Those two aspects he considers to be potential “silent killers” that could impact whether a homeowner would recommend his business. Jobsite cleanup is something he particularly emphasizes with his crew as it’s typically a client’s last impression of their business.

“We know that after we’re gone, the product that’s left flavors our customers’ feelings for the long-term,” he says. “The last thing I want to hear someone say about our company is, ‘They were great, but…’ If the product on the wall looks flawless, but there is a mess underneath, we’ve left an opening for a less than 100% satisfied customer.”

If a low customer survey score or customer review comes through, Stamman and team take action.

“Whenever there is a complaint or low score, the person or persons responsible are contacted to ascertain their view,” he says. “We then contact the homeowner to apologize and let them know we will return for another sweep through their yard.  Even one nail or piece of debris is too much.”

Twin Cities Siding has come to know what other remodeling service excellence leaders like them understand: Investing in establishing strong relationships with customers through measuring their satisfaction ultimately leads to establishing a successful business. —Erica England

Erica England is marketing manager at GuildQuality, the leading provider of customer satisfaction surveying and performance reporting for the North American residential construction industry. For more information, visit GuildQuality’s website.

| 7/14/2014 12:00:00 AM | 0 comments
Add Blogs to RSS FeedAdd Blogs to RSS Feed

Recent posts

No recent posts

Post archive

June 2022(2)
May 2022(2)
April 2022(2)
March 2022(3)
February 2022(1)
January 2022(5)
October 2021(2)
August 2021(3)
July 2021(1)
June 2021(2)
May 2021(1)
March 2021(2)
February 2021(1)
December 2020(1)
November 2020(2)
October 2020(2)
September 2020(3)
July 2020(3)
May 2020(2)
March 2020(2)
January 2020(2)
November 2019(1)
October 2019(4)
September 2019(3)
August 2019(3)
July 2019(5)
June 2019(3)
May 2019(5)
February 2019(3)
January 2019(3)
December 2018(1)
November 2018(3)
October 2018(2)
September 2018(3)
August 2018(3)
July 2018(4)
June 2018(6)
May 2018(3)
April 2018(2)
March 2018(3)
February 2018(1)
January 2018(1)
November 2017(4)
October 2017(5)
September 2017(6)
August 2017(4)
July 2017(2)
June 2017(2)
May 2017(4)
April 2017(6)
March 2017(3)
February 2017(6)
January 2017(6)
December 2016(3)
November 2016(4)
October 2016(8)
September 2016(5)
August 2016(3)
June 2016(3)
May 2016(5)
April 2016(4)
March 2016(5)
February 2016(4)
January 2016(4)
December 2015(3)
November 2015(4)
October 2015(9)
August 2015(4)
July 2015(3)
June 2015(7)
May 2015(2)
April 2015(5)
March 2015(9)
February 2015(6)
January 2015(7)
December 2014(2)
November 2014(7)
October 2014(5)
September 2014(3)
August 2014(5)
July 2014(6)
June 2014(7)
May 2014(3)
April 2014(5)
March 2014(8)
February 2014(7)
January 2014(7)
December 2013(6)
November 2013(8)
October 2013(5)
September 2013(4)
August 2013(4)
July 2013(6)
June 2013(8)
May 2013(8)
April 2013(15)
March 2013(6)
February 2013(11)
January 2013(8)
December 2012(6)
November 2012(7)
October 2012(20)
September 2012(14)
August 2012(6)
March 2012(4)
January 2012(1)
April 2011(2)