What does it mean to be a customer-focused organization? At Brookstone Homes, we are proud of the fact that 92.3% of our buyers would recommend us to a friend.
Homebuilders all over the United States talk about their customer satisfaction rates and how important they are, but as a customer do you really know if these ratings are meaningful? When purchasing a new home it is most important to learn if the builder’s customer satisfaction ratings are independent and unbiased.
Having an independent company conduct the surveying guarantees that the information you collect from your surveys is unfiltered. Furthermore, you can be sure that the ratings are not manipulated. If a home builder gives you a survey and it is created by the builder, it is safe to assume that the final ratings are suspect.
There are other things to take note of when dealing with a homebuilder and customer satisfaction ratings. First, the timing of the survey is critically important. Too often homebuilders will survey their customers at the closing table when the customers have yet to live in their new house. Most customers are at an emotional high point the day of closing and are very excited about moving into their new home. Also, giving a customer a survey to fill out while a member of the homebuilder’s staff is present puts pressure on the customer that may impact the honesty or the candor of the responses. The results of this type of survey tend to be artificially inflated. Surveys should be conducted at a point in time where the customer can relax and reflect on their experiences with the builder.
Secondly, how many surveys are conducted? One survey of a buyer’s purchasing, building, and ownership experience does not accurately reflect what is important to all customers. Make sure that a survey is conducted at least twice; shortly after closing and about one year after the customer moves into the home. The one year survey is a very good indication of what type of product you will ultimately get from a builder and how well they service the product.
Thirdly, make sure the survey has the ability to accept comments. This is an important aspect of a good survey because, if you wish to communicate something to the homebuilder that was not covered in the predetermined questions, there must be a mechanism for doing so.
Click here to see what Brookstone homeowners are saying.
The Brookstone Experience
At Brookstone Homes, we survey our customers three times during the buying, building and ownership process to assure accurate customer satisfaction ratings. The first survey is sent approximately 5-10 days after you sign your purchase agreement so that Brookstone can make sure that the relationship has started on the correct foot. The second survey is conducted about 30 days after you move into your new home. This survey allows Brookstone to learn about your satisfaction with the building process. Lastly, we survey our customers one year after closing to determine how the home and our service department have preformed.
All the surveys at Brookstone are conducted by Guild Quality – an independent third party survey company. When you receive a survey from Guild Quality, it will always be via e-mail unless specified otherwise. This allows you to take the survey in the privacy of your own home and when it is convenient for you.
The survey system at Brookstone Homes is designed to allow the customer to interact with Brookstone in an open and honest format. We pride ourselves on our outstanding customer satisfaction ratings and are consistently rated well above the current industry norm of 88.9%.
To begin searching for a new home in Wisconsin or to learn more about Brookstone Homes, please visit www.brookstonehomes.com
