In its ongoing effort to improve its services, customer survey company GuildQuality has added several features to its website to help its members better manage customer relationships. These include:

  • A map on each member’s profile page showing the location of recent projects. Potential clients can find projects in their neighborhood and roll over the pins to see customer comments.
  • Adding a button to the images members have posted on their profile pages. Now when potential clients click on a thumbnail image, the Pinterest button appears on the larger version of the image, making it easy to share these photos with others, says GuildQuality founder and CEO Geoff Graham.
  • Though GuildQuality has always shared home­owner comments with members, the firm has enhanced its survey program by adding a project collaboration tool. This lets member companies identify the team that should be notified of any communication regarding a client comment or issue so they can participate in resolving it.

“We want to take the friction out of the communication process,” Graham says.  —Nina Patel, senior editor,REMODELING.

More REMODELING articles about GuildQuality and customer feedback:

How-To: Tips for Creating an Effective Customer-Service Survey

Talk It Up: The Root Causes of Customer Dissatisfaction — GuildQuality’s customer surveys reveal what most irks homeowners about their remodeling experience.

Getting Client Feedback: A client feedback process can increase your referrals