GuildQuality, an independent customer satisfaction surveying company, has given the Guildmaster Awards since 2005 to recognize service excellence in the building, remodeling, contracting, and home services professions.
The GuildQuality team reviewed more than 1,100 applicants for its 2015 Guildmaster Awards. Thelen Total Construction received a Guildmaster with Distinction Award by GuildQuality for superior delivery of customer care. More than 300 builders and remodelers in the United States also received Guildmaster Awards.
In granting the awards, GuildQuality considers two primary metrics for each candidate: The percentage of customers who would recommend and the percentage of customers who responded. Incorporating a high response rate in the calculations enables GuildQuality to confidently recognize top performing companies.
The average customer recommendation rate for businesses is approximately 70% in the home building and remodeling industry. In order to receive a Guildmaster Award, a member must achieve a recommendation rate of 90% or greater. Our recommendation rate is consistently 100%.
Last week I took a phone call from a homeowner we built for eight years ago. Expecting a call about a maintenance issue, I was very pleased to hear the homeowner say, “No, there’s nothing wrong. I was just thinking about our home and our great experience and felt I never took time to thank Randy personally for building us such a beautiful home.” That feedback describes one of the things I love about our GuildQuality membership; reading the positive comments from our clients, and being able to share them with our team. We are not perfect though. We also share with the team where it’s indicated we need to try harder.
Said Randy Thelen, President of Thelen Total Construction, “GuildQuality helps us manage our most valuable asset – our reputation. We rely on GuildQuality to independently gather client feedback and measure satisfaction so we can continuously improve our business. Supported by comprehensive reporting tools, GuildQuality helps us stand out in a competitive market.” For more information, visit www.guildquality.com.
For more on the 2015 Guildmaster Award and qualifications, visit Guildmaster Awards.