QR – GuildQuality: Customer Satisfaction Report 2020

Consumer data on top service traits by remodeling job type. Plus a list of 100 remodeling and home improvement companies who are Satisfaction Leaders.

authors QR Staff | July 13, 2020

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

The importance of employees being seen as “Respectful” has grown dramatically over the past few years. The top traits overall remain “Professional & Organized”, “Problem Resolution”, “Expertise”, and “Value”.
Source: QR-GUILD QUALITY Customer Satisfaction Report, 2020.

HEAT MAP: Top Traits “Exterior Remodels”

Roofing, siding, windows and other exterior upgrades offer a wide range of key service traits. With neighbors looking on, a “Clean” jobsite is a must. So also is the sense that a homeowner is getting “Value” from the transaction.
Source: QR-GUILD QUALITY Customer Satisfaction Report, 2020.

HEAT MAP: Top Traits “Interior Remodels”

It can be gratifying to know that traits like “Expertise” and “Quality of Materials” are strong satisfaction drivers for interior projects like kitchens and baths. So too is “Quality of Workmanship” and “Value”.
Source: QR-GUILD QUALITY Customer Satisfaction Report, 2020.

HEAT MAP: Top Traits “Major Renovations”

For major renovations “Problem Resolution” skills are highly prized. Cleanliness and budget are less dominant compared to “Work Done Right” and “Expertise”.
Source: QR-GUILD QUALITY Customer Satisfaction Report, 2020.

HEAT MAP: Top Traits “Outdoor Living”

Source: QR-GUILD QUALITY Customer Satisfaction Report, 2020.

HEAT MAP: Top Traits “Other Projects”

Source: QR-GUILD QUALITY Customer Satisfaction Report, 2020.

100 Satisfaction Leaders

Part II of the QR – GUILD QUALITY Customer Satisfaction Report 2020 is a searchable directory of home improvement and remodeling companies who consistently generate near-perfect records of achieving satisfied customers, year in and year out. You can find that list here.

When you find the company you are looking for, simply click on the company name and you will see their full satisfaction profile, including answers to questions about how they are keeping customers satisfied during the current COVID-19 pandemic, when customers have a heightened awareness of safety and well being. Discovering how each of these 100 firms are creating satisfied customers despite the pandemic very instructive.

You can also view an alphabetical company leader list below. Click the company name to read the QR story about that firm.

QR-GUILD QUALITY Satisfaction Leaders
Acclaim Renovations & Design
Accurate Carpentry, LLC
Advance Design Studio, Ltd.
Agape Construction Co. Inc.
AJT Construction, Inc.
Allen Patterson Residential LLC
American Home Design, Inc.
Architectural Building Arts
Bailey Remodeling & Construction, LLC
Barnes Custom Builders
Bath Planet Of Oklahoma
Baxter Construction
Beantown Home Improvements, Inc.
BH Design + Build
Biehl Brothers Contracting LLC
Breyer Construction & Landscape, LLC
Bryhn Design/Build
Centurion Exteriors DBA Castle Windows
Cipriani Remodeling Solutions
Classic Remodeling & Construction, Inc.
Coach House Garages
Coastal Windows & Exteriors
Contract Exteriors
Criner Remodeling
Dave Fox Design-Build Remodelers
Davis Window and Door
DreamMaker Bath & Kitchen of East Georgia
DreamMaker Bath & Kitchen of SE Florida
Elor Energy
Exterior Source
Foster Remodeling Solutions
Franzoso Contracting
Gravina’s Window Center of Littleton
Harth Builders
Henderer Design + Build
Herl’s Bath & Home Solutions
HIVEX Basement Finishing Co.
Hogan Design & Construction
Home Exterior Systems, LLC
HomeMasons, Inc
House to Home Solutions, LLC
Jackson Design and Remodeling
Jancon Exteriors LLC.
JD Norris Construction
Johnson County Siding & Window Co Inc
K&H Home Solutions
Karin Ross Designs
KLAM Construction LLC
Landis Architects/Builders
Leo Lantz Construction, Inc.
Main Street Design Build
Masters Exteriors
McBride Remodeling
McCarthy Metal Roofing
Morey Remodeling Group
Morris Builders, Inc.
Murray Lampert Design, Build, Remodel
New England Design & Construction
Next Stage Design + Build
Nip Tuck Remodeling
North Georgia Replacement Windows
Odell Construction Inc.
Painting Plus Inc.
Paragon Construction Company LLC
Pathway Design & Construction
Perry Roofing, Inc.
Pioneer Craftsmen Ltd.
Precision #1 Contractors, inc.
Preferred Siding, Inc
Quality Home Products of Texas
Quality Window and Door Inc.
Re-Bath of the Triad/Triangle/Wilmington/Myrtle Beach
Remodel Rx
RI Kitchen & Bath Design + Build
Rolf Schroeder General Contractors, Inc.
Ronald L Dimon Construction Co Inc
RPS Remodeling, Inc
Sea Island Builders
Shore Lock Homes
Sideco / Windco
Solar Energy World
Stebnitz Builders
Steppen & Spaulding
SunFarm Energy
SunTec Solar Energy
Sure Point Exteriors
The Board Store Home Improvements
The Cleary Company
Timberland Exteriors, Inc.
USA Bath
Van Metre Design+Build
VanWeelden Co.
Visionaire Windows
Welsh Construction, Inc.
Window World Of Western Massachusetts, Inc.
Wood Wise Design & Remodeling
Click on any of the links above to learn more about the companies who made the 2020 list.

We invite you to enjoy this incredible package of stories focused on creating satisfied customers. Questions, Comments: Please direct them to Digital Content Editor Emily Blackburn at Emily@solabrands.com. QR

Leave a Reply