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.