Measuring the value of hearing back from our customers
When one of our Ensor Plumbing technicians is finished with a job they leave something with a customer that might seem trivial but is actually incredibly valuable. That leave-behind is a customer feedback survey card that can give us critical information about how well we did at meeting the homeowner’s needs on the call. We already have a 100 percent satisfaction guarantee here at Ensor so there’s a high likelihood we’ll know if something isn’t quite right and more work is needed on a job, but sometimes it’s the smaller points of a call that can get missed that we need to know about. Of course there’s also a fine chance that the card comes back with a 10 out of 10 from the customer, in which case we pass that information and a “Job Well Done” to the tech in question so they can be confident they’re meeting everyone’s expectations. On a pure numbers basis, any card that comes back with less than a rating of seven in overall satisfaction means we’ll check back with the customer about what went wrong, what still needs to be done and how we can go about getting back their trust in us. That can boil down to things like whether the estimate was in the ballpark of the final bill or if there’s anything they would change about the way the call went.
Feedback from customers can very much play a role into how we go about conducting the ongoing training we have for our techs, so they can improve in all areas and we can deliver the best experience possible for all of our plumbing and heating customers. So no matter what’s written on the customer feedback survey card, we want to see that piece of paper come back to us. The contents and feedback on it are some of the most valuable information as we seek to be the best option out there in the plumbing and heating space.