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Process For Customer Service Surveys
Who is Responsible: The Marketing Director is responsible distributing Guild Quality Customer Service Survey Scores, Closing Table Surveys Scores and Guild Quality 11 Month Customer Care Survey Scores
What is the Goal: To timely distribute Surveys to gather valuable customer service feedback to identify any areas of needed improvement
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How will it be Achieved: By following the below procedure
Why is this Important: To ensure that Rockhaven Homes is providing a superior home buying experience to all customers
Process For Customer Service Surveys
• At time of closing all Rockhaven Homes buyers receive a welcome packet and a welcome home letter. The letter will alert the buyer that a survey will be coming via email to them in 30 days.
• The buyer will also receive a Closing Table Survey to be completed at time of closing.
o For compiling response data from the Closing Table Survey : o For compiling data from the 30 Day Post Closing Surveys
The Marketing Director will enter data into the “Closing Table Survey 2023 with Quarterly Percentages” Spreadsheet after receiving the survey included in the executed closing documents from the attorney’s office.
Completed surveys are sent every Monday to Sales Advisors, Builders, The Marketing Director, Sales Manager, VP of Construction, VP of Operations, VP of Purchasing and the President.
Surveys are to be reviewed in Level 10 meetings with the Sales Advisors and Project Managers. Specific 7 day action items are identified and addressed based upon survey results and feedback.
The Marketing Director will schedule Guild Quality Surveys to be emailed to homeowners 30 days from closing date.
The Marketing Director will enter data into the “Customer Service Survey Report 2023 with Quarterly Totals” Spreadsheet after Guild Surveys are received.
Completed surveys are sent every Monday to Sales Advisors, Builders, The Marketing Director, Sales Manager, VP of Construction, VP of Operations, VP of Purchasing and the President.
Surveys are to be reviewed in Level 10 meetings with the Sales Advisors and Project Managers. Specific 7 day action items are identified and addressed based upon survey results and feedback.
