Process For Customer Service Surveys

o For compiling data for the 11 Month Customer Care Surveys

 The Customer Care Coordinator is responsible for scheduling 11 Month Survey to home owners 11 months after closing through Guild Quality.

 The Marketing Director will enter data into the “Customer Care 11 Month Survey” Spreadsheet.

 Completed surveys are sent every Monday to Customer Care Team, VP of Operations and VP of Purchasing.

 Surveys are to be reviewed in Level 10 meetings with Customer Care Team. Specific 7 day action items are identified and addressed based upon survey results and feedback.

Process For Digital Marketing

Who is Responsible: The Marketing Director is responsible for overseeing all forms of digital marketing including Google Ads and Facebook ads

What is the Goal: To promote Rockhaven communities with professional high quality photography and messaging

How will it be Achieved: By monitoring and giving direction on the creation of digital ads on a consistent basis

Why is this Important: To ensure the best representation of Rockhaven homes to potential buyers and co-op agents