Bob Fleming of Classic Remodeling & Construction has discovered a powerful Web-based tool that allows him to measure how management-level employees perform with customers. It helps him compare project managers with each other and also to those at other contracting companies.
GuildQuality (www.GuildQuality.com) of Atlanta, has offered the survey tool since 2001, and it's used by 70 contractors, according to Geoffrey Graham, president of the company. Graham says his surveys allow small-volume contractors to measure customer loyalty and company quality the way large-volume builders do. “I want to help the industry do an exceptional job,” Graham says.
The typical annual cost for surveys runs up to $1,800.
Fleming has seen customer satisfaction go from 87% to 96.6% over two years. He has improved by acting on the results of the survey and using them as a basis for employee incentives. He says because it's a third-party survey, it means he gets more-honest client feedback.