Looking for Customer Satisfaction survey - Contractor Talk - Professional Construction and Remodeling Forum

RCPainting · 02-17-2008, 07:55 AM

I used many of the ideas/forms found here to put together a nice bid packet for customers. Thanks for all the great tips.
What I lack is a satisfaction survey, something to give the customer that could
be used later as a testimonial/reference.
Thanks

lawndart · 02-17-2008, 10:10 AM

Here you go

RCPainting · 02-17-2008, 10:16 AM

Thanks, I love this site! Where else could I get this on a Sunday AM!

Mike Finley · 02-17-2008, 10:21 AM

Quote:

Originally Posted by RCPainting

I used many of the ideas/forms found here to put together a nice bid packet for customers. Thanks for all the great tips.
What I lack is a satisfaction survey, something to give the customer that could
be used later as a testimonial/reference.
Thanks

Don't shoot yourself in the foot with looking for a cookie cutter. This is really simple, ask yourself what are you trying to promote? Do you want customers to see how clean you work? Then put in a question about that. "Was the job site kept as clean as expected?" Do you want customers to know something about the value of your services? Then put in a question about that "Was the value of the services delivered as expected?"

Work it in reverse, ask yourself what you want prospective customers to be reading about you and then just make up the questions. Have them rate each one, good, average, excellent or scale of 1 to 5.

RCPainting · 02-17-2008, 10:26 AM

As usual, Mike, excellent advice. I am making my own based on those guidelines, wanted to see others to make sure I covered all my bases! I am going to use the 1-5 rating.
Thanks

masonking02 · 02-17-2008, 11:27 AM

Quote:

Originally Posted by lawndart

Here you go

thanks , nice blueprint for a road down the rite direction in the quest for a refferal list

Mike Finley · 02-17-2008, 12:52 PM

Quote:

Originally Posted by masonking02

thanks , nice blueprint for a road down the rite direction in the quest for a refferal list

And don't forget testimonials. Encouraging your customers to write their comments on your survey are a great way to get testimonials to use in other marketing.

Just want to say, that surveys are really unique marketing laboratory. If you care to you will discover that the changing of just a few words will give you different results, different comments and lots of things.

Two quick examples I have found :

Asking the same question 4 different ways can yield different results when you are relying on the perceptions and personalities of the customers to determine how they interpret a question. Think about these 4 different ways to ask about cleanliness and think about the different types of customers you have had in the past and how each would answer these individual questions:

Was jobsite kept as clean as expected?
Was jobsite cleaned every day?
Was jobsite kept as clean as was possible?
Was jobsite kept as clean as was appropriate?

Another example is if you want individual letters from customers instead of just a few written comments, where you ask for their comments add the simple line (attach additional sheet if necessary).

That simple phrase will cause some customers to write a letter.

BreyerConstruct · 02-17-2008, 12:54 PM

Check with GuildQuality.com.

We use them, and it's a nice selling point that it's 3rd party.

~Matt

masonking02 · 02-17-2008, 02:21 PM

Another example is if you want individual letters from customers instead of just a few written comments, where you ask for their comments add the simple line (attach additional sheet if necessary).

That simple phrase will cause some customers to write a letter.[/quote]
good idea mike finely, il be sure to try that

sharpsaw · 02-18-2008, 09:05 PM

Here's the (unformatted) text of a customer satisfaction survey we send out right after jobs are complete. We include a stamped reply envelope which helps ensure a good response. RESOURCE: We slightly modified a template from "Construction Forms & Contracts" (Savage/Jones-Mitchell) - a book w/CD from Craftsman Books. Very thorough and helpful book...tons of forms with how-to guidance!

Dear <CUSTOMER NAME>,

Thank you for the opportunity to work on your project. We’re glad you called upon us and hope that if future needs arise, you will call us again — plus, refer us to your friends and neighbors.

We hope the quality of our work pleased you! Any feedback you have about our performance would be greatly appreciated, so here is a quick survey. Check the boxes and jot down your comments – your input is a key part of our quality assurance program. We’ve enclosed a pre-paid envelope so it’s fast and easy to mail back. We appreciate your business and, many thanks for your feedback!

Were your needs met promptly?
Before the job [ ] Yes [ ] No During the job [ ] Yes [ ] No After the job [ ] Yes [ ] No

Did the project . . .
start on time? [ ] Yes [ ] No complete on time? [ ] Yes [ ] No finish cleanly? [ ] Yes [ ] No

Were our workers courteous? [ ] Yes [ ] No
Did we fulfill our agreements? [ ] Yes [ ] No
Did you receive the value you expected? [ ] Yes [ ] No
Was the quality of the work as expected? [ ] Yes [ ] No
Will you consider us for future projects? [ ] Yes [ ] No

Please write in any additional comments . . .<SPACE FOR WRITTEN COMMENTS>
May we use your name as a reference on future jobs? [ ] Yes [ ] No
Signature ____________________ Date _________

jtomin · 05-26-2008, 09:36 PM

here is a copy of what I use.