Most builders believe they understand the feelings of customers, employees and vendors through sporadic feedback from sales, management or construction personnel. But this information typically is flawed with personal agendas or small sample sizes. Surveying each constituency against specific success factors gathers a true measurement.
I would outsource these surveys. Organizations that specialize in them have validated them and provide data you can trust.
Create an emphasis and business focus on the information being obtained. Many builders look only at the consolidated "will refer" question. That's important, but as a stand-alone piece of information, it can be misleading.
The key to the survey is in understanding it line by line as seen through each respondent's eyes. Your entire business plan can be constructed by focusing on the data received through each survey component. Look at these surveys as a way to develop a formal process of ensuring satisfaction throughout your organization.
Advertisement
Related Stories
Business Management
How to Create a More Inclusive Workplace for Women in Construction
Consider these tips and techniques to attract and retain more women in your home building company and reap the benefits of a more diverse workforce
Business Management
AI in Home Building ... What Now? What Next?
Artificial intelligence is coming to home building. How can builders use AI in new-home construction? Start with this primer
Business Management
Ways to Improve Home Building Productivity, Part 2: Automation
Home builders can maximize efficiencies gained through simplification and standardization by automating both on-site and back-office operations