At the end of every single job as part of our job closing procedure, our Crew Leader gives a "report card" to the homeowner for them to fill out. Much like the report cards we received in school, our staff is rated with an A, B, or C grade in categories like: Promptness, Efficiency, Manners, Cleanliness, Overall Quality, and Overall Value. The homeowner also has the option of providing statements on areas of improvement, things they especially liked, and things they would want others to know about us.
Why do Report Cards?
First off because we want to know! Second because we feel this method provides us with the most accurate feedback from our customers. It allows the homeowner to give real, honest feedback to the company without feeling pressure to only say nice things.
Below are actual, handwritten Customer Report Cards we've received.
Average Grade (as of 12/31/2015): A, Exceeded Expectations