Contractor Forum

1.  Customer survey

Posted 10-10-2017 03:42 PM
We recently changed our operating software and are now using electronic invoicing. The software will allow us to attach links and I would like to include a customer survey. Is anyone using Survey Monkey or similar?
Thanks

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Keith Raymond
Owner/Manager
Raymond Plumbing & Heating, Inc.
Lorain OH
(440) 244-5584
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2.  RE: Customer survey

Posted 10-11-2017 08:47 AM
Hi Keith,

I'd recommend you give Jay Farr a call over at SurveySquare.com.  He's the owner and he has many HVAC contractors as customers, including us.  He knows/understands our business.  He's got a very nice system set up and is VERY supportive, which is as important as the product itself, in my opinion.

We use SWRemote for our field software and incorporate links in our digital receipts.  I've also made anonymous surveys for our employees to use and surveys to email to people as exit interviews.  The options are limited by your imagination.

Good luck in your search!

Best,
Charlie

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Charlie B. Thompson
Operations Manager
Munn's Sales & Services, Inc.
Fruitland Park FL
(352) 787-7741
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3.  RE: Customer survey

Posted 10-11-2017 01:37 PM
​Keith,

I would highly recommend Survey Advantage for your surveys. The cost is very affordable. I've been using them for around 2 years now and have been thrilled with the results. I've added hundreds of 5 star testimonials to my website in that time. There's also been a couple of times I was able to address an issue with an unhappy customer early on and come up with a solution before it got out of hand.

Here is an email if you want to contact them: John DiPippo <jdipippo@surveyadvantage.com>

Feel free to contact me if you would like to discuss further.

Regards,



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Jay Tedder
The Tedder Company Heating & Air Conditioning
Murfreesboro TN
(615) 890-4515
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4.  RE: Customer survey

Posted 10-12-2017 08:47 AM

Hi Keith,

What is the goal of the survey? Are you trying to get direct feedback from your customers to improve quality or are you trying to get reviews for marketing (website, SEO, etc.). 

 

We had a card that we used to use and it was nice to get them back from the customers but they usually didn't tell us a whole lot.  We then started to get reviews for our own website if possible by leaving a review card with a URL for the customer.  It had some success.

 

We recently signed up with a company called Podium and it has been great.  It is a software that allows techs or the office to text a review invite from their phone or desktop.  All you need is the person's name and phone number (can also send to an email).  People have their phones with them all the time and texting is a much better way to reach out.  The software links to Google, FB, Yelp, Yellow Pages, and more and the link allows the customer to leave a 3rd party review on the top three you choose. 

 

We started two months ago and went from 54 Google review to 119 today plus more on FB, Yelp, and our own website review portal.  You can also respond directly to Google and Yelp reviews from the platform without having to sign in to each separately.  It tracks how any invites are sent, who sent them, if the customer clicked the link, if they left a review, and links the sender to the review so we can pay an incentive for those getting reviews. 

 

It also has a messenger app for texting customers which we plan to start using for maintenance reminders. Cost is very affordable.

 

The feedback is great but the most important thing is that potential customers get to see it.  When we got a letter in the mail singing our praises it's a great feeling but it doesn't help you get other new customers. 

 

Hope this helps

 

 

Tyler B. Kime

General Manager

Standard Heating & Air Cond. Co. Inc.

205-322-2679

205-271-4332 direct

205-322-2913 fax

www.WeSetTheStandard.com

standard-air-plumbing-insulation-logo-web

 






5.  RE: Customer survey

Posted 10-13-2017 11:56 AM
Hi, Keith:
I think the bigger question you might want to ask is, "What do we want to accomplish?" You can create a survey using Google Docs, and it will cost you nothing except the time to set it up. I did this one in about 10 minutes (Raymond Customer Experience Survey). But what outcome do you want: to quantify your customer loyalty? know if your techs are doing something they're supposed to do? generate reviews on external sites?  Any of these needs would dictate a different type of survey, and that might mean a different type of company to use. We use two different providers for two different sets of surveys.

One suggestion about doing it yourself is that you get some expert help with designing the survey. If you want help for free, there's a SCORE chapter in Lorain - I'd go to them for help (About Us | SCORE).

Google Docs remove preview
Raymond Customer Experience Survey
Raymond Plumbing & Heating, Inc.
View this on Google Docs >
)

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Linda Couch
Chief Operating Officer
Parrish Services
Manassas VA
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