Customer Satisfaction Survey (ME)

hr

short and simple if you want to get them back! The last page of all our invoices had a postage paid reply card. About the size of a post card. A Frank Blau invention!

A few VERY important questions to ask

1 Reason for calling Advanced hydronics (referal) (repeat customer) (yellow pages) (other)_____

2 Was the price, (more than expected) (less than expected) (about right)?

3 Would you use Advanced Hydronics again (yes) (no)

You'll learn a lot about your pricing and quality of work from these. Of course you know what to do if you get a lot of (less than expected) replys! The postage paid reply card is key to getting returns, also:)

hot rod

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Mark Eatherton1

Input needed.

Greeting Wallsters, Our company is in the process of developing a Consumer Satisfaction Survey to be completed by the customer at the end of the job. I have zero experience in this area other than having filled out a few for other services rendered to me. I would appreciate any and all input regarding this questionairre. Feel free to use it in your own business if the urge strikes.

Thanks!

ME

Advanced Hydronics, Inc
Customer Satisfaction Survey

Customer Name: (optional)
Address: (optional)

Services performed:

Sales contact:

Lead Forman:

Installation Supervisor:

Please answer each question as accurately as you can, with 1 being low, and 5 being high.
Please circle the appropriate answer where applicable. Feel free to use additional paper
if necessary for the written portion of the survey.

1.) In general, were you happy with the service provided to you by Advanced Hydronics?

2.) Did the salesperson perform to youur satisfaction?

3.) Did the installation crew perform to your satisfaction?

4.) Was the sales person courteous?


5.) Was the salesperson on time?


6.) Did the salesperson perform a follow up visit after the installation was complete?


7.) Did the installation crew show up at a reasonable time?


8.) Did the installation crew do a daily clean up of their work space?


9.) Did the installation supervisor show up at the job site?


10.) Have you received your installation and maintenance manuals?


11.) Would you refer Advanced Hydronics to your family and friends?


12.) Is there anything in general that you liked about your experience with Advanced Hydronics?




13.) Is there anything you disliked about your experience with Advanced Hydronics?




14. Do you think Advanced Hydronics could do anything to improve their services?




15. Are there additional products and or services that you think Advanced Hydronics could provide?



GENERAL COMMENTS:

Mark Eatherton1

Cover letter

This needs some more work to. This was a rough draft.

Greetings, We here at Advanced Hydroncis wants to sincerely Thank You for giving us your job. In
pursuit of our never ending goal of customer satisfaction, we would love to have your opinion of us and our
services.

Please take a few minutes and fill out the attached survey.
It will only take a few minutes and assures us that we are doing as good a job as we possibly can.

Your opinon of us is very important. Enclosed you will find a pre stamped, pre-addressed return envelope

Feel free to contact us with any questions that may arise. Keep us in mind for all of your comfort needs.

Sincerely,

Advanced Hydronics, Inc

Mark Eatherton1

Report Card

All of the answers will be assesed a score. The score will be totaled. This score is being used as an effective means of measuring our guys performance in the field and will be part of a larger picture for bonuses. In addition to this survey, I am developing a Completed Job Score Card which will rate such things as the job staying within alloted field time, cleanliness of work, compliance to company standards etc. I will bring that to the wall as it develops.

Thanks!

ME

Customer satisfaction report. SCORE

1 (1-5)
2 (1-5)
3 (1-5)
4 YES = 11 No = -11
5 YES = 11 No = -11
6 YES = 11 No = -11
7 YES = 11 No = -11
8 YES = 11 No = -11
9 YES = 11 No = -11
10 YES = 11 No = -11
11 YES = 11 No = -11
12
13
14
15
16
Total Score:

It seems that the Walls software will not let me format it in the spread sheet form I'd developed. If you need to see the spreadsheet feel free to contact me and I will forward it to you.

Thank you for participating.

ME

John Abbott

Suggestions:

1.)Were you satisfied with the overall experience of doing business with our company.

2.)Was the salesperson helpful and informative and did he explain any options available to you?

3.) Did the installation crew do their work in a neat and professional manner?

12.)you sell yourself way short on this one."Is there ANYTHING in general you liked about your experience with our company?I think I would ask them to rate their overall experience instead.

14.)What do you think that Advanced Hydronics could do to improve their services?

just my take on it,

John

Unknown

What a GREAT idea Mark.

I've cut & pasted all of your hard work into my word processor allready. I'll keep my eye on this post. as I'm sure it will be improved upon.

I have'nt thought of handing out surveys. My last client's feedback came in the form of a very generous e.mail from one of my recent jobs;

"Gary,
By now you should have cashed your check and all is well there. The last few nights we've had sub-freezing temps out here in Matunuck and I am very HAPPY to report that the system you installed is working like a humming bird (which means it is working great). We have condensation on the sub-standard windows now in the front of the house - but this, of course, is not your fault whatsoever. We should have that rectified this Spring when we gut the front of the house and install a whole new set of windows, etc. The main thing is this: WE ARE VERY HAPPY WITH THE WORK YOU DID and think you were worth every penny! Plus, we are happy to have met you.... I wish I could say the same for that crazy 'wife' of yours (just joking)...... I am attaching a recommendation to this letter for your use as future reference. Hope your thanksgiving was fruitful and the work you are doing now is interesting. Don't forget to basically give me some info over the next few months about sorting out a bathroom and new heating system for the second house.... we are not sure the money is there to do it yet - but if it is, and your estimates seem reasonable we could very well find ourselves going ahead with the project..... Be good, and do good things....Best to you both. Karim & Carina.


That made the two plus hour trek to RI worth it for me.


*To catch up with me real time, try AIM. User name: Radiantfloors

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Mike T., Swampeast MO

Hot Rod is VERY right

about keeping such things short, simple and to-the-point. I've been involved with such things numerous times before (but not relating to hydronics).

Not only do you want to do your best to get the highest rate of response (thus data that is most truly representative of all) but you want to ensure that you can actually USE that data constructively and simply.

While this is subjective, I would try to include something regarding "comfort" like.

Less Comfortable ..... About the Same ..... More Comfortable

1 2 3 4 5

(above probably won't format properly when I post--sorry)

Mike T., Swampeast MO

Regarding the post-paid reply.

Unless you're sending a LOT and you expect a LOW rate of return just use stamps.

"Business Return Mail" incurs an annual fee and the per-piece rate is multiple-times that of plain first-class postage.

hr

And, you too, are right

about return paid postage. Comes down to how bad you want the info, and what you are willing to pay

We first tried a follow up letter and questioner. Not much of a response. The tear and mail prepaid response card made a huge difference.

If you take the time to ask, and make it convient for the customer to respond, they will tell you plenty about your company, we found. This is important data to guide your company to the next level.

Our card also asked what other services we should provide.
Water testing and treatment was the biggest response. That seems to be on a lot of homeowners mind, right next to comfort, of course

hot rod

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Mark Eatherton1

Telephone solicitations...

One thought we had was to have our office manager call the customers and ASK them the questions, instead of relying on them to fill it out and send it back. The only fall back I can see about that is the customer may not be as candid in their responses.

Still seeking the ultimate solution... Thanks for everyones input.

ME

Bill_14

Follow-up calls

It is always important to have someone call from your company very soon after the job is completed...regardless of job size. This caller can ask some basic scripted questions that conveys to this customer you care and that you appreciate their business.

At the same time, this caller can let the customer know that a more detailed survey questionaire is being mailed to them for their input (you may not want to mail your survey out to each and every customer).

The secret here is having a person dedicated to making these very timely telephone calls. This person can be a valuable asset for your company if he/she knows and understand the important role they have.

heatboy

Testimonials and referrals ...........

are as important to new business as any advertising money we spend.

I have one also and I can post if it anyone wants to see it. Short and to the point. It allows clients to let me know how I'm doing as a business person.

I would not ask the question about your pricing. If it was too high, they wouldn't have hired you and if it was too low, they won't tell you anyway. I have never been hired because of price. Nor do I want to be. I ask them to say something if they wish too. I don't want to say it for them by writing it or having a canned thing. If they feel compelled to write something, that's great.

hb

http://climatecadvanced.com/referrals/referrals.html

hr

I'd disagree, hb

with you statement "I have never been hired because of price, nor would I want to be"

It's always about price, you excel at selling your top end work at prices, possibly above the rest. You fill the value bucket to the top, or overflow it. That's the difference, in my opinion. I suspect your higher price does, in fact, sell much of your work.

Customers only spend top dollar when they are convinced the exchange is fair or to their advantage. Not usually because they have money to burn

You would be surprised on how many cards come back with "less than expected" checked! What would you do if over half checked "lower than expected?"

Yeah, I thought so. Ask, listen, and use the info.

hot rod

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Mike T., Swampeast MO

Emerald

Such is the most valuable gem and your post IS an emerald!

Mark Eatherton1

By all means...

let us see your letter.

Thanks Jeff.

ME

ScottMP

I agree with HR

On a couple of points.

The first being that selling on cost is a major factor. There are many companys out there who want to replace a customers boiler. Many are lower priced. They purchase Jeff's work Because of the price, it is perceived value. Do I say that right ?

" What I do is not for everyone ", who said that ?

Also HR you are right on the mailers. My wife and her best friend are in retail sales and always tell me little advice on sales. I wish I knew the numbers but I know that Very Few questionairs will come back. Very few mailed discount coupons are returned. Keep it very simple and quick.

We recieve many letters of thanks and I am always impressed that people take the time to write. Maybe a short card would give us more info. Great idea and Great post.

Scott

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JudeNY

From a customer's perspective, I usually toss the cards but a followup phone call from a clerk with scripted questions gets my feedback and makes me think the provider really wants the answers to the questions.

As an aside, I use one guy who has his men put those paper booties over their shoes before they enter the finished house and put a rug on the finished floors to drop their tools on - cheap little things that are much appreciated.

Dale

However,and HVAC news

I don't know how big you are but a friend of mine is a marketing consultant and works with small businesses. What I have learned is that even for a smaller business what you may want to do first is have someone run a focus group for you to find out what's important to your customers , after that you build a plan to include the customer response questions. And, If you are a subscriber give John Hall a call and see if they have the log of marketing articles like you want, I have seen several over the last few years that cover the topic you want to discuss.

Dave DeFord

This has had a lot of response..

and most of it was good or at least thought provoking. Just some things to think about with the information you are going to get.

1. Make a mailing list and mail a coupon to the customer along with their reminder for a pre-season tune-up.

2. Bribe the customer to return the survey. I don't respond to surveys very often but I have in the past when I was offered a "gift" that interested me. And the return postage is a must - stamps say small company, business reply mail says big company - the choice is yours.

3. I am more likely to respond to a questionnaire when I don't like the service than when I do. However I will also write the company or call them when I am extremely happy with their service. This may just be a personal quirk.

4. You as the owner or manager (I'm not sure which you are) should make at least some of the calls. Many times there are non-verbal messages that are given when you talk to someone that won't be relayed when you have someone else do the work. (Do they hem and haw when you ask if the job was to their satisfaction for instance.) Moreover, if you pick up on the fact that the customer it not entirely pleased you can ask what you can do to make the matter right.

5. Having said that don't make a pest of yourself with good customers. I have a vendor that used to call me after EVERY time we called their help desk. It got to be such a pain, 6-8 calls per month, that I finally told them not to call me and I would let them know if I wasn't satisfied.

6. Mail your customers Christmas (Holiday) cards and Birthday cards. Yes, I know it costs money but so does yellow pages advertising or anything else you do to promote your business.

7. An old salesman told me something once. Treat every customer like you're on a first date and you don't want it to end early. (That's not exactly how he put it but this is a family show.)

Einsiedler

GETTING PEOPLE TO RESPOND

I have found that offering a prize really gets people motivated to fill it out & return it.

We offered chance (draw) for a free dinner for two at a nice restaurant.

You could offer something like this or even a free winter checkup or a discount on next service call.

Good luck!
EIN