How We Helped a Client's Customer Satisfaction Tracking Program

Here's a look into what we do best -- provide a marketing research program that is designed and catered to each business' individual need. Here is one example of how Polaris was successfully able to create a customer satisfaction tracking program for one of our clients -- their initial problem and the solution given are likely applicable to your own business!

Situation:

Now owned by the St. Joe Company, Arvida was known for its commitment to quality and excellence, with a goal of making every facility and service in their 60 master-planned communities the finest of its kind.  Management needed an actionable, timely method for collecting customer feedback and every key touch point in the home buying and building process.

Objectives: 

Build a comprehensive research program that surveys each and every home buyer throughout the sales, construction and ownership processes to provide Arvida with a full understanding of the entire home buying experience from the customers’ perspective.  Management would then create internal processes that closely aligned with the customer satisfaction results.

• Use the appropriate survey techiniques and questions (catered to their business) to find out what their customers like and what they don't like.
• Find out what it's like to be their customer: Brainstorm and consult with Arvida through every phase of the home buying funnel as a customer.
• Using the feedback from the surveys to create a program to increase the customer satisfaction experience for Arvida's customers.

And, the results were...

A customer satisfaction driver analysis told Arvida that good communication was the most important quality to highly satisfied customers, while poor communication was negatively impacting customer evaluations of every aspect of the home-building experience.  The customer relationship core group decided that the construction supervisors should call the customers once a week, every week, during the long construction phase to report on the progress for their house. The supervisors resisted, saying they’d be on the phone all the time, but were made to do it anyway. The next quarter, with the only process changed was the supervisor communication, every single measure of customer satisfaction improved over the previous quarter. The improvement in customer satisfaction was so obvious that supervisor resistance disappeared.

Here's what Dick Larsen, VP of Sales and Marketing said about our work

If you want to hear what some of our other clients had to say working with us check out our customer satisfaction testimonials page!

Put us to the test and schedule your free consultation!