New Remodeling Customer Survey Emphasizes Communication
Qualified Remdeler released the 5th Annual Survey of Remodeling Customers this month. And it’s full of helpful insights. This year’s survey was expanded in some key ways, including inquiries into green remodeling.
For those new to the QR survey, it’s meant to gauge customer satisfaction on a large scale and identify those specific traits & practices of the remodelers who garner the highest satisfaction ratings. The survey accomplishes this by asking how satisfied, in general, remodeling customers were and then breaking it down to more specific topics, such as professionalism, availability, scheduling, etc.
By the way, most remodeling contractors get a passing rating from their customers; about a 6.5 out of 10. It’s not great, but its not bad either. The key is identifying what set the high scores apart from the low scores.
Availability and Communication
The two go hand-in-hand. A contractor who is on the job most of the time will be available for questions and answers, thus increasing communication levels. And it was communication that seemed to dominate the remodeling survey. The largest disparity between overall satisfaction ratings came in these categories.
Photo Credit: Qualified Remodeler
Customers who found their contractor there, on the job, when they needed him gave considerably higher ratings than those who listed that their contractor was often absent from the job or hard to get hold of.
While other factors are important, the consistency of numbers regarding communication were telling. With dominant regularity, those contractors scoring high in attentiveness, communicative ability, and presence on the job scored high overall, and were more likely to be hired again or referred to a customer’s friend.
See the full summary of the survey at Qualified Remodeler.