Woodland, O'Brien & Scott

TOOLS

We collect detailed customer feedback using customer satisfaction surveys that reflect the the very personal nature of the home-buying customer experience. We value the complete customer experience, including the rational and emotional; quantitative and qualitative experience.

Our surveys show that 85% of homebuyer dissatisfaction is rooted in issues with the construction process and not the actual home. We focus on the 5 key areas of operational performance that make-up the core home building process.

Five Key Survey Areas

Sales
Planning & Design
Production & Schedule
Finance & Closing
Delivery & Warranty Service

Customer Response

The most detailed surveys in the industry.
Our 60%+ response rates (to a time-consuming survey) speak for themselves.
We invite customer comments – personal and heartfelt details of the customer’s experience that amplify their quantitative scores.
Multi-step approach gives customers the format that best meets their personal preference. Includes Digital, US Mail and Phone. Response rates by medium. US Mail = 55%. Digital = 35%. Phone = 10%.

Survey Types

Customer Satisfaction Survey: 45-60 days after move-in.
Closing/Settlement Survey: very brief, administered at closing.
Warranty Survey: 1 year after close.

Voice of the Customer HUB

Web portal provides gives access to all customer data in real-time.
Customer Surveys – review, filter and distribute surveys via email directly from the HUB.
Homeowner Comments – select and share comments to social media sites.
Reports – measure and analyze performance over time and benchmark against industry leaders
Much more… search, exports, etc.

ANALYZE

We collect and read in-depth homeowner surveys and harness Voice of the Customer (VOC) feedback to understand your organization's systems, procedures and performance.

Comprehensive review of customer data – dissect performance results at every level of the organization.
Study charts, graphs and tables – current and historical performance.
Benchmark results against our database of 1,000,000+ customer surveys to show performance relative to the average and the Top Performers.
Search for patterns and performance trends at every level of the organization – positive and negative.
Identify what is working well, and where there is potential for improvement (bumps in the customer experience).
Insight into specific staff performance so best practices can be leveraged – lower performers can be coached-up and mentored.

STRATEGY

We prescribe a comprehensive strategy with suggested priorities to enhance customer satisfaction, increase referral sales, reduce warranty costs and improve employee morale.

Comprehensive Written Reports

Identify performance champions and points of improvement. Balanced approach – encouragement and points of improvement.
Clearly communicated recommendations and suggested priorities.

Experienced Point of View

Objective, 3^rd party reliability with deep home building experience.
Understand what makes your home building company unique and bring the needs of your customer into focus.

On-Site Training Programs

Initial Study results presented on-site, including an in-depth review with your management team to develop a strategic plan of action.
Present the strategic plan of action to your entire staff to review company performance and present going-forward priorities.
Additional on-site programs can be arranged depending on need and focus on specific areas, such as Referral Sales, Home Delivery & Presentation, etc.

RESULTS

Through this process, we pioneer front-running customer satisfaction strategies followed by the most successful and market-leading home builders in the country.

Double your referral sales by identifying highly enthusiastic customers.
Create the best possible customer home-buying experience and deliver on the brand promise you make to your customers.
Using voice of customer research, we identify where our clients are falling short on their brand promise and help them take decisive actions to impact buyers and communities.
Quantitative performance metrics serve as an accountability system that align staff and operational systems to become more customer-centric.
Increase customer enthusiasm and willingness to refer
Build brand equity and market position
Motivate employees and improve company morale
Decrease warranty costs and minimize risk

Do you hear the voice of the customer?