QR – GuildQuality: Customer Satisfaction Report 2020
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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
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”
Source: QR-GUILD QUALITY Customer Satisfaction Report, 2020.
HEAT MAP: Top Traits “Major Renovations”
Source: QR-GUILD QUALITY Customer Satisfaction Report, 2020.
HEAT MAP: Top Traits “Outdoor Living”
HEAT MAP: Top Traits “Other Projects”
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.
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