Tuesday November 4, 2014
Turnstone Chooses "GuildQuality" for Customer Satisfaction Surveys
Turnstone Custom Homes announced its affiliation with GuildQuality, the nation’s leader in customer satisfaction surveying for the building industry. Thousands of professional homebuilders, remodelers, and home improvement contractors trust GuildQuality to help them monitor, improve, and articulate their commitment to quality and customer service. “In the custom home building and renovation business, you’re either improving every day or you’re falling behind”, said Harvey Ryan. “We have been using internal customer satisfaction surveys for years, but the GuildQuality system is superior to anything we would be able to do internally”, he added.
Turnstone developed a statistical baseline by having GuildQuality survey the owners of the last twenty custom homes and renovation projects completed by the custom builder. The results, while overwhelmingly positive, provide a roadmap of where they need to target resources to improve overall satisfaction. “We learned that the vast majority of our customers would recommend Turnstone to a friend (93%). They absolutely love our people, our design and selection services, the quality of our work, our ability to meet their budget, and 100% of respondents said they trust us”, said Ryan, Turnstone’s CEO. But the purpose of surveying customer satisfaction is not just to pat yourself on the back – it is to learn where you must try even harder. “Our customers also told us that we should concentrate our efforts on improving customer communications, adherence to the project schedule and tightening up the punch list process”, he added. Turnstone is now using a dedicated online project management portal to improve communication and keep everyone on the same page regarding the project schedule. “Our portal is the place where the customer, the project manager, the selection coordinator and the trade partners can all log in and see the same information”, Ryan said.
The custom builder has also recently adopted a “Zero Punch” initiative which is already showing great results in minimizing punch work. “Our last closing was our best ever with regard to punch work, but the ultimate goal is to eliminate punch work altogether”, Ryan noted.
The Nation’s Leader in Customer Satisfaction Surveying for the Building Industry, GuildQuality became the first web-based customer satisfaction surveying solution for small to mid-sized homebuilders and remodelers. Since their start 10 years ago GuildQuality has grown and evolved into a multi-faceted service, offering a suite of surveying, performance reporting and marketing features for the residential construction industry.
Turnstone Custom Homes, which is celebrating its 10th year in business, builds custom homes throughout coastal Delaware, concentrating on the middle to luxury segments of the market. Turnstone also specializes in high-end additions, renovation and remodeling work. To learn more visit tchde.com