The 2023 Customer Satisfaction Report

Over the past decade of working with GuildQuality to produce this annual report, we’ve seen that seemingly small customer-facing improvements can boost a client’s perception of your company. The result is more referrals and more repeat business from customers who are more loyal to you.

That is why Qualified Remodeler is so pleased to bring you the latest incarnation of this report. It comes in two parts. The first is a heat map ranking of business behaviors and their respective correlation to boosting satisfaction. The first heat map offers top behaviors that offer solid impact across all types of home improvement jobs. Subsequent heat maps track top service traits for specific job types like room additions, kitchens and baths, exterior replacements and so on.

These heat maps are backed by huge amounts of data compiled by GuildQuality, which gathers client satisfaction data from thousands of remodeling clients annually. This report distills that information into a tool that you can use in your business right away.

The second part of this report consists of profiles of remodeling and home improvement companies with very high levels of customer satisfaction. More than 80 companies are profiled in this year’s report. We refer to them as Customer Satisfaction Leaders.

The company profiles features a company’s “willingness to refer” percentage over various time frames. In addition, company owners tell us how they succeed in consistently satisfying their clients—a treasure trove of useful information.

Purpose Driven

In recent years, some new concepts relating to customer satisfaction have grown in importance. This year we examine companies that are ‘purpose-driven’.

According to a 2015 study conducted by Harvard Business Review’s Analytics Service—58 percent of companies with a clearly articulated purpose—a purpose beyond making profit and serving customers—grew 10 percent faster than the other 42 percent of companies who did not have a clearly articulated, larger purpose. The Harvard report defined purpose driven businesses as those with “an aspirational reason for being which inspires and provides a call to action for an organization and its partners and stakeholders and provides benefit to local and global society.”

Good examples of purpose-driven companies include Patagonia, the outdoor clothing manufacturer or Bombas, the sock supplier that donates clothing to homeless people.

This may seem a bit ‘touchy-feely’ to some business owner, but there are clear benefits to communicating a purpose for your company. Studies show that the purpose (whatever it might be) helps employees cultivate a sense of ownership in their work. That ownership then translates to intrinsic motivation and ultimately higher levels of customer satisfaction.

Read our profiles of the 2023 Customer Satisfaction Leaders and see their answers about being purpose driven. Not all are engaged in a larger pursuit for their companies, but many of our 85 companies do. We think their answers offer very useful food for thought. QR

If you have questions about the report, direct them to Patrick O’Toole at patrick@solabrands.com or Bailey D’Alessio of GuildQuality at bailey@guildquality.com.

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 eight charts in all. The first is an overall look at all 16 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.– The Editors

Part I: Heat Maps of Business Traits and Their Correlation to Satisfying Remodeling Clients

Part II: Profiles of the 2023 Customer Satisfaction Leaders

Below are profiles of 85 companies that have been active in tracking their rates of client satisfaction with GuildQuality. These remodeling and home improvement firms are among the highest rated of GuildQuality’s thousands of members. They were also selected by Qualified Remodeler’s editorial team for their answers to questions about their systems and processes.

(Click to view each company’s client-satisfaction profile.)

180 Contractors, Waterford, Mich.
Able & Ready Construction, LLC, Prescott Valley, Ariz.
Advance Design Studio, Gilberts, Ill.
Advanced Plastering Inc., Norristown, Pa.
Architectural Building Arts, Inc., Madison, Wis.
Baine Contracting, Inc., Point Pleasant, N.J.
Bath Planet of Oklahoma, Enid, O.K.
Beantown Home Improvements, Inc., Middleboro, Mass.
Bellweather Design-Build, Philadelphia, Pa.
Bennett Builders & Remodelers, Westlake, Ohio
Buresh Home Solutions, Inc, Clive, Iowa
Callen Construction, Inc., Muskego, Wis.
Cardinal Closets, Louisville, Ky.
Carp’s Exteriors Inc, LaVista, NE
Cipriani Remodeling Solutions, Mount Laurel, N.J.
Classic Remodeling & Construction, Inc., Johns Island, S.C.
Coastal Windows & Exteriors, Beverly, Mass.
Contract Exteriors, Murrells Inlet, S.C.
Cook’s Kitchen and Bath, Inc., Benicia, Calif.
Criner Remodeling, Newport News, Va.“
Cutting Edge Contracting, Inc., Vancouver, Wash.
Daniels Design & Remodeling, Fairfax, Va.
Degnan Design-Build-Remodel, DeForest, Wis.
DiFabion Remodeling, Inc., Indian Trail, N.C.
Dimon Construction Co. Inc., Manlius, N.Y.
DUN-RITE Window and Door Co., Pittsburgh, Penn.
Eberle Remodeling, Fair Oaks, Calif.
Feinmann Inc, Lexington, Mass.
G. M. Roth Design Remodeling, Nashua, N.H.
HighCraft Builders, Fort Collins, Colo.
HIVEX Basement Finishing Co., Fredericksburg, Va.
Hogan Design and Construction, Geneva, Ill.
Holmes Custom Renovations LLC, Cincinnati, Ohio
Home Town Restyling, Hiawatha, Iowa
House to Home Solutions, Rockville, Md.
Irons Brothers Construction Inc., Shoreline, Wash.
Jabs Construction Inc., Dumfries, Va.
Jackson Design and Remodeling, San Diego, Calif.
JD Hostetter, Indianapolis, Ind.
JKC General Contractor, Flagstaff, Ariz.
Karlovec & Company Design/Build Remodel, Shaker Heights, Ohio
Leo Lantz Construction, Inc., Glen Allen, Va.
Lifetime Remodeling Systems, Portland, Ore.
Matera Builders Inc., Ocean City, N.J.
McBride Remodeling, Petoskey, Mich.
McCann Window & Exteriors Inc, Northbrook, Ill.
McLennan Contracting Inc., Lancaster, Pa.
McMahon’s Contracting, Gardiner, N.Y.
Model Remodel, Seattle, Wash.
Morris Builders Inc., Rockford, Mich.
Mountainwood Homes, Tigard, Ore.
Mr. Roofing, Inc.; Roof and Solar Installation, South San Francisco, Calif.
Murphy Bros. Design | Build | Remodel, Minneapolis, Minn.
Nature View Exteriors, LLC, Columbus, Ohio
NEXT Door And Window, Burr Ridge Ill.
Next Stage Design + Build, San Jose, Calif.
Opal Enterprises, Inc, Naperville, Ill.
Ozarks Remodeling & Design, Springfield, Mo.
Paragon Construction Company LLC, Midlothian, Va.
Pathway Design and Construction, Seattle, Wash.
Patriot Roofing Company LLC, Wilmington, N.C.
Preferred Siding Inc, Herndon, Va.
Prima Construction, Minneapolis, Minn.
Professional Building Services by PMC, Salem, N.H.
Red House Design Build, Providence, R.I.
Redo Cabinets, Wood Dale, Ill.
Remodeling Designs, Inc., Miamisburg, Ohio
Riemco Design + Build, Chelsea, Mich.
RIKB Design Build, Warwick , RI
Rochman Design Build, Ann Arbor, Mich.
Rolf Schroeder General Contractors, Inc., Ivyland, Pa.
Rosie Right Design Build Remodel, Scottsdale, Ari.
S.J. Janis Company, Inc, Elm Grove, Wis.
Sideco Inc., North Little Rock, Ark.
Signature Home Services, Keller, Texas
Stebnitz Builders Inc., Elkhorn, Wis.
Talmadge Construction, Aptos, Calif.
The Board Store Home Improvements Inc., La Crosse, Wis.
The Cleary Company, Columbus, Ohio
The Hands of Sean Perry, Asheville, N.C.
Twin Cities Siding Professionals, Eden Prairie, Minn.
Two Storey Building, Bolton, Mass.
VanWeelden Co, Des Moines, Iowa
Window World of PennOhio, Akron, Ohio
WISA, Lorton, Va.