Are your customers telling you the whole truth?
GuildQuality & Qualified Remodeler: 2021 Customer Satisfaction ReportJuly 22nd, 2021 by
For the seventh year in a row, GuildQuality has partnered with Qualified Remodeler to compile their annual Customer Satisfaction Report for QR‘s July 2021 issue. The report profiles 100 award-winning remodelers and replacement contractors who understand the importance of delivering exceptional customer service. In addition to these profiles, the report also includes a heat map of highly valued service traits.
Heat Maps of Highly Valued Service Traits
As a third-party customer satisfaction surveying company, we’re privy to incredibly valuable information regarding homeowner satisfaction. Over the years, we’ve surveyed thousands of homeowners about their experience throughout a remodeling or home improvement project, and as a result, we’ve been able to recognize emerging patterns or trends within the residential construction industry.
Qualified Remodeler‘s bubble matrixes compile GuildQuality survey data from over 100,000 homeowners to determine the impact of 14 key satisfaction areas across common home improvement job types, such as exterior remodeling. Below is an example of the top overall service traits:
How to read the bubble matrix: For this matrix, Qualified Remodeler used the Pearson Coefficient to determine the correlation between overall satisfaction and the above service traits across different job/project types. The Pearson Coefficient describes the strength of the relationship between two variables (-1 to 1).
At GuildQuality, we use a ‘Likely to Recommend’ question to gauge overall satisfaction for homeowners. A response of 4 or 5 (on a scale of 1 to 5) to the question, “How likely are you to recommend this company?” indicates total satisfaction with the job overall. The size of each bubble corresponds to the strength of the correlation (i.e., the higher the number, the larger the bubble).
For example, this year’s matrix shows a high correlation between expertise and overall satisfaction. This means that customers who respond positively to the question about the company’s expertise are more likely to have a positive response to the Likely to Recommend question. At the other end of the spectrum, there are some service traits that have a very small correlation to the ‘Likely to Recommend’ question, which means they are not reliable predictors of overall satisfaction.
According to this year’s data, the three most important areas for homeowners are:
- Expertise (up approximately 4% from last year’s report)
- Problem Resolution
- Professionalism & Organization
In addition to these three traits, communication and the quality of workmanship are also important factors in determining whether or not a homeowner is generally satisfied.
Customer Satisfaction Leaders
The 2021 Customer Satisfaction Leaders list profiles 100 remodelers and home improvement contractors who are part of the GuildQuality community and whose exemplary customer satisfaction scores deserve both recognition and study. Within each profile, company leaders share their best practices, their approach to problem resolution, and how they use client feedback to grow their business.
Cheers to our Guildmembers who are part of the select 100 this year!