Surveys

Adding Contacts to Survey

GuildQualityGetting Started

How and when you upload your customers is dependent upon your preference. We have the best recommendations based on user experience: To maintain an effective response rate, upload your customers as close to the completion date as possible.

Send A Survey

GuildQualitySurveys

Adding a survey and contact Before you can add a survey you must first add a contact. Click “Add survey” on the left side of the screen to navigate to the add contact page.

Adding a new survey to an existing contact

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If you have completed another job or project for a homeowner you have previously surveyed through GuildQuality, you can send new surveys to the homeowner through the add project function. To do this you; Log into your account and select “contacts” in the blue navigation bar on the left hand side of the screen.

The Survey Process

GuildQualityGetting Started

The best homebuilders, remodelers, and home services contractors understand and respect the influence their customers have on the long-term success of their business. With the help of social media and online review sites, a customer’s experience with your company can go viral.

Expedited Survey Process

GuildQualitySurveys

Historically GuildQuality has offered two survey options for our members, to include our “Full” process and “Email only” process.  Our full survey process includes both telephone and email outreach, and is our most effective cadence to return a strong response rate.

Customizing your surveys

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Survey templates A template is a set of questions and details that will be used repeatedly to survey your customers or prospects.   Create a template In the sidebar navigation, click on Account and then Templates.

Survey and Question Groups

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Survey Groups A survey group (formerly called a survey scenario in GuildQuality Classic) is a collection of surveys for simplified assignment to new customers, and for reporting on their results as a whole. You can assign a survey group to any new customer, or any batch of imported customers.

Leads / Prospect Survey

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After a sales appointment with a potential new client, the most important step is the follow-up. As only 2% of sales close after one meeting, nearly every lead will require more effort and attention.

At Contract / Design Survey

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In remodeling and home building, it is essential that both parties are on the same page and understand each other. If either the homeowner or the contractor does not have the right impression of the tasks at hand, it could easily lead to frustration and a lost or disgruntled customer.

Midway Through Survey

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With a large project that takes months to complete, it’s a good idea to check in with your client midway through the process to ensure that everything is on track. Implementing a midway-through survey (MWT) makes it easy to understand what the client likes and dislikes about the process so far.

Shortly After Close Survey

GuildQualitySurveys

As customer service is highly valued in home improvement and construction, there are several different tactics businesses can implement to show that they not only care about their customers but want to learn from their experiences as well. In the home improvement industry, customer satisfaction surveys are a great way to demonstrate your commitment to

Long After Close / Warranty Survey

GuildQualitySurveys

In order to maintain strong relationships with customers over time, you need to keep in touch with them. Sometimes, this involves reminding the customer of a finished service and asking for their feedback once more.

Multi-Touch Surveying

GuildQualitySurveys

Checking in throughout the duration of a multi-month project is a great way to ensure you are providing the best possible experience to your customers. With GuildQuality’s multi-touch surveying, you can customize your survey touch points to what makes the most sense for your business.

Tagging Team Members

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Team members can be tagged on surveys to allow for surveys to be customized (see; WILDCARDS) and enable team member reporting within your account analytics. Tagging team members is done in the ‘project information’ section of the survey information.

SMS Surveying

GuildQualitySurveys

As texting increasingly becomes the preferred method of communication for many people, we have expanded our product offerings to meet that demand. As a GuildQuality member, you now have the ability to enable text surveying as one of the ways to gather valuable feedback from your customers.

Survey Status

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To discover a customer’s survey status, select the “Surveys” tab from the left hand navigation menu.  You will select “Inbox”from the white navigation menu to the right of the blue main navigation menu to view your surveys, broken down by status; Scheduled: The survey is not yet ready to be sent to the homeowner.

Homeowner Survey Emails

GuildQualitySurveys

A homeowner will receive an email similar to this one pictured below when they’re surveyed via email. The default subject line is “(Company Name) would appreciate your response to a very brief survey.

Responding to a Review

GuildQualitySurveys

We offer the ability to publicly respond to all of your reviews. Whether you want to thank a customer for their positive feedback, or dispute a review from an unhappy homeowner, once the survey is completed, you can publish a response to your GuildQuality Profile.

Resurveying

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GuildQuality does not allow members to edit reviews or change survey feedback, but we do provide the opportunity to update reviews through resurveying. How it works Reviews are generated for each project based on the most recent answer to the Likely to Recommend survey question.