How CSAT Software Benefits Remodeling Businesses

August 30th, 2024 by

GuildQuality Team

As a remodeling company owner or contractor, you are constantly striving for customer satisfaction while juggling multiple projects. But with increasing competition in the industry, it’s important to find ways to stand out and differentiate yourself from the crowd.

This is where Customer Satisfaction (CSAT) software comes in, helping you track and manage your client feedback efficiently while improving overall performance.

In this article, we will delve into what exactly CSAT software is and how it can benefit your remodeling business. So, if you want to take your company’s success to the next level, keep reading!

The Importance of Customer Satisfaction in Remodeling

No matter how long you’ve been in the remodeling business, customer satisfaction is crucial.

Happy clients leave positive reviews for your business online. And they will likely give you free word-of-mouth recommendations to friends, family, and neighbors. This improves your credibility and helps other customers decide to hire you.

Here are a few remarkable  word-of-mouth marketing statistics to back up that claim:

Nearly 75% of all consumers are enthusiastic about sharing positive experiences.
Word-of-mouth recommendations perform five times better than conventional advertising.
88% of people trust brands suggested by their friends and family members.
70% of consumers trust reviews from other consumers, whom they see as like them.

Satisfied customers are also more likely to give you repeat business. The family that was thrilled with their kitchen remodel will remember your services when they want to redo their bathroom.

Repeat business is one of the major cornerstones for any contractor who desires income stability and growth. As you can see from the statistics above, it is closely linked with attracting new customers.

Make your customers happy, and they’ll come back for more, bringing in new business, too. These two sources of income will give your business steady revenue. They will also create opportunities to scale for even greater profitability.

FROM ONE OF OUR PARTNERS: How to Make Customer Service a Competitive Advantage

What Is CSAT Software?

CSAT software is short for customer satisfaction software. This cloud-based software lets businesses measure how happy customers are with their services.

The services in question may be an entire remodeling or building job. Or they may be a brief interaction, like calling for a quote or requesting something be tweaked after a project.

Users of CSAT software typically use it in two phases:

Phase 1: Collecting customer satisfaction scores via surveys and similar means
Phase 2: Creating reports with survey data to make business decisions

If customers are satisfied with their results, the business can continue its current trajectory, knowing it’s on the right path. If customers are not happy, the business can make changes to improve satisfaction.

This is helpful for remodeling companies that want to not only stay in business but also thrive in a competitive market.

Another benefit to using CSAT software is that it helps your customers feel heard. Customers know that their opinions matter when businesses ask about their experience and if their needs were met.

This is another aspect of customer satisfaction that gives businesses an edge. It overlaps with personalization, which makes customers feel they are more than just a number.

How CSAT Software Benefits Remodeling Businesses

Remodeling businesses and CSAT software make an ideal pairing. There are a couple of reasons for this.

First, customers tend to spend significant amounts of money on building and renovation projects. They may even take out loans or refinance their properties to cover the cost of remodeling. They want to make sure they are getting what they pay for.

Second, a large number of remodeling jobs are done on homes versus business properties. People live and sleep in these spaces every day, and they represent their vision of personal expression and comfort. So a remodeling job that meets their expectations is extra important.

Let’s look at some of the many ways that remodeling companies can use customer satisfaction software.

CSAT software can be used for short interactions, such as:

An inquiry about the type of services provided
A request for a quote or bid on a job
Scheduling a project or signing a contract
Asking questions about invoicing or payment

The bulk of your customers’ interactions may be with the contractors who are doing the work. However, their communications with support staff, sales, and accounting may be equally essential.

It’s like rating your doctor’s office. Of course, how the doctor treats you is important. But you also think about the receptionist and the billing department when considering your overall service.

Other customer satisfaction topics related to building and remodeling include:

Punctuality and reliability
Tidiness and job site cleanliness
Safety during the project
Contractor expertise
Quality of materials and results
Value for price paid
Staying within the agreed budget
Work done right the first time
Resolution of any final problems
Renewing maintenance contracts

These are all areas that can be adjusted individually or in combination to improve general customer happiness. You can use your CSAT software scores to do this.

For instance, your remodeling business may do beautiful work in the end, but the contractors may always run behind or make too much of a mess. Or your projects tend to run over the estimate, resulting in one of three unwanted consequences:

Your business eats the overage, cutting into your profits.
You charge the customer more than the original estimate.
You make changes to the proposal, often for lesser quality.

If you discover this happens frequently, you can make certain to add a buffer to your quotes to cover unexpected increases. Alternatively, you could work with staff to get jobs done faster and more efficiently to lower the expense of labor.

You could even use CSAT surveys after losing a bid to another remodeling company. This could help you be more competitive with future bids.

FROM ONE OF OUR PARTNERS: The Best CRM Software Options for Home Services Businesses

How You Can Get Started with CSAT Software Right Now

Now that you know about all the advantages of CSAT software, you may be ready to start using it. Here are some expert tips to make the most of the process:

Start by evaluating your individual business needs. Look at the size of your company and the kinds of jobs you take before committing to any software. Do the software’s features match your customer satisfaction goals? What is your budget for CSAT software?
Not sure if you want to dive in headfirst? Many CSAT software companies provide demos or offer free trial periods. Be sure to understand the requirements for any SaaS subscriptions you purchase. Is it only a monthly commitment, or do you have to sign up for a year?
What features are available to help you customize surveys to your audience? The more nuanced the customization, the better you can home in on what’s working and what’s not with your business.
Explore the reporting aspects of any software you are considering. What kinds of analysis, tracking, and trending does it offer?
Ask how easy it is to integrate CSAT software with your other applications. It should be relatively simple to connect with related programs. Examples include your CRM (customer relationship management) and sales quote software.
Using new CSAT software should have a low learning curve too. Some automation or AI should be built in to minimize manpower hours as well. Once you get going with the platform, utilization should be seamless and low effort so you can focus on other vital tasks.