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Builders re-focus on core strengths and increase software ROI

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NEWSTAR Enterprise Builder Management Software

Do you hear the voice of the customer?

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Woodland, O'Brien & Scott

Overview
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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.
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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.
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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, 3rd 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.
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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