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My builder (one of the major publicly listed builders in the country) is asking me to fill out a customer satisfaction survey so the team that is responsible for my community can get evaluated internally.
I'd hold on to the survey for about 6 months, and then do the evaluation. If you are into what is now a brand-new house, you might find that in 6 months you have a totally different opinion of the workmanship and buyer's problem-resolution attitude of those who are supposed help the new owners.
My experience is that these surveys are not to make YOUR experience any better. They are designed to, especially in the case of a national outfit, distribute bonuses or other 'at a boys' to the team who can bring home the most 'tens'.
I have had two similar experiences, although not in the home builder area. I evaluated a very good hotel experience with a lot of 7's and 8's. For a nine or ten you would have to have comped me in to a Four Seasons. I also gave 7's and 8's to a national car dealer's service department. Both 'experiences' were what I considered good. No complaints.
Did I ever hear it from BOTH chains. What was wrong? What could we have done better? We have to get this up to a 'ten'.
Point being that these outfits really believe they deliver a 'ten' service, and their internal reward systems are set up as such.
NO way. Average is a 5. Good is an eight. Poor is a three. Tremendous is a nine. Lousy is a 1. Over the top, once in a lifetime, mind blowing super high quality experience (which you might experience once in your life) is a ten.
Without getting on my soapbox, this is a societal problem., Average kids get a B or an A, when they should get a C. What does that leave for 'really good performance'?
Bottom line: Get your repairs/punch list done, sit on the survey (I bet they call you weekly, at least) for a few months--tell them when they ask that they don't really want your responses.....and then see how you feel a few months down the road. You have NO obligation to respond to their 'wants' so they can tell all their prospective buyers that they get "10's" for customer satisfaction. That is all they really care about--NOT whether you are truly satisfied.
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