GuildQuality ClassicPartnerships

Alacrity Services Q&A

Question: If a survey is conducted under the Alacrity umbrella, does that survey count against the contractors monthly fee

Answer: If the customer is sent to us for surveying by Alacrity, there’s no charge to the contractor.

Question: If an Alacrity contractor does not sign up as a full member of GuildQuality’s program, are their survey results published anywhere?

Answer: Question ratings, such as what you see below and linked here are published online only for full members of our service:

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An abbreviated profile page is live for all Alacrity contractors who aren’t full members of GuildQuality, such as the one linked here and shown below:

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These profile pages are NOT promoting question ratings, pictures, links to social sites, our mapping features, etc. However, they do share the ratings we collect (from Alacrity’s customers) to the likely to recommend contractor question along with the customer’s reviews of their experience working with their contractor.

Question: How much does it cost to become a full member of GuildQuality’s program?

AnswerHere’s a link to our pricing page and Alacrity contractors receive a 20% discount.

Question: How is the overall score calculated?

Answer: The overall score that displays on every completed survey is calculated, by default, as a % > 2. (the % of all 0-4 statements that received a 3 or a 4 rating). Both a 3 and 4 rating on our 0-4 scale is considered positive. This can be changed on your Dashboard under Scorecard.

Where you see a 100% overall score above, you would read that as 100% of the scores provided were either a 3 or a 4. The consumer was 100% satisfied with their overall project.

Note: On Alacrity’s standard survey template, questions # 6 – 9 are asked in relation to the insurance carrier and the Alacrity program. They do not reference the contractor’s service, and if they are rated poorly, they will impact the overall score shown above.

Question: What does ripe date, close date, and response date mean in my reporting tools?

Answer: Ripe Date is the date a survey should go live based on the time frame assigned for surveying your customers.

Assuming a scenario is set to have the survey go live 1 week after a project has been completed:

  • If the Close date is 1/1/14, the ripe date for this survey would be 1/8/14
  • If the customer contact information is submitted after 1/8/14 (in this example), the ripe date would still be reflected as 1/8/14, but the survey would go live immediately.

If you find ripe date confusing, you can always query reports by other date filter options such as Sent Date, Response Date, or Project Close Date.

Close Date is the date supplied by the contractor/distributor as the date the project was completed. (Note: if this date isn’t included in our import, we default to including whatever date will make your survey go live immediately.)

Response Date is the date a survey was completed.

Question: What questions are asked on the survey?

Answer: Here is a link to a sample Alacrity survey.

Question: What trades are included?

Answer: We survey on Alacrity’s behalf for the following trades:

  • HVAC Inspection
  • Inspection Only – Mitigation
  • Mitigation – Contents Cleaning
  • Mitigation – Fire
  • Mitigation – Other
  • Mitigation – Water
  • Textile Cleaning
  • Mold Remediation
  • Tree Removal – ES
  • Mitigation – Water – MICA

Question: What survey medium is used?

Answer: Surveys are conducted by email and phone, if both forms of contact info are provided.

Question: What is our response rate?

Answer: The response rate is the number of surveys completed, divided by the number of surveys sent, shared as a percentage. You can view response rate on your Dashboard. Here are some best practice tips for improving your response rate.

Question: Can we customize the questions?

Answer: You cannot customize the survey templates provided by Alacrity. However, if you choose to join GuildQuality and gather feedback from customers who are not sent to GuildQuality by Alacrity directly, you may create whatever kind of survey you like!