Customer Satisfaction Metrics Best Practices 

In the competitive landscape of home installations services, achieving high customer satisfaction metrics is vital. Lowe’s installers face the challenge of maintaining excellent Craftsmanship and Professionalism (C&P) scores, alongside gaining positive Likelihood to Recommend (LTR) ratings. But what are the secrets to success?  

Wouldn’t it be great to hear what other successful providers are doing? 

In a recent live panel discussion hosted by Cilio, three of our most successful clients – Premier Services GroupInstall Partners, and ProBlinds shared vital insights on managing, validating, and enhancing their own C&P scores & LTR ratings. Based on the detailed discussion and feedback shared during the webinar, we have compiled this summary, presenting some of the best practices discussed. 

Let’s explore the major ones- 

1. Managing Craftsmanship and Professionalism (C&P) Scores:  

Craftsmanship and Professionalism are the keystones of a positive customer experience. According to Rebecca from Premier Services Group, achieving high C&P scores starts with having the right people on the job. Regular review of survey scores, incentivizing installers for perfect scores with gift cards donated by Lowe’s, and providing constructive feedback to underperformers are essential strategies employed by successful companies. It’s also important to have tough discussions with underperforming installers.  

2. Changing Mindset on LTR: 

The panelists acknowledged the common perception that LTR scores are largely out of their control. However, they emphasized the importance of changing this mindset. Nick from Install Partners highlighted the significance of customer communication and setting realistic expectations of timeframes during the initial measure to influence LTR scores positively.  

Additionally, fostering a customer-centric culture within the company, keeping a “one team” mentality with Lowe’s by proactively picking up dropped balls, and celebrating successes publicly all help contribute to a shift in mind-set among team members. 

3. Strategies for Improving LTR:  

Looking ahead to 2024, the panelists discussed ongoing efforts to enhance LTR scores. Karen from ProBlinds emphasized the importance of recruiting and training installers with the right personalities, knowing it’s easier to train product skills before people skills. Moreover, regular monitoring of survey scores, providing personalized feedback, and conducting store visits to your worst stores BEFORE visiting your favorite stores were cited as effective strategies.  

There were several other eye-opening comments from the panelists that you’ll see when you view the full video. 

Key Takeaways from the Panel:  

Based on the insightful discussion, here are some additional strategies for improving overall metrics: 

  • Invest in Customer Communication: Implement systems for regular customer updates and follow-ups throughout the installation process (even when product is still on order). 
  • Empower Installers: Provide training and resources to prepare installers on how to handle tough situations when things on the job don’t go to plan. 
  • Use Data Analytics: Utilize the right reports to quickly identify who your Bottom 20% of crew members are, if they’re trending up or down, then use this data to drive your actions. 
  • Regular Reviewing Process: Promote a culture of continuous improvement by regularly reviewing your internal processes. Request feedback from customers and implement the necessary changes. 

Surveys vs. Cycle Times: Don’t be afraid to take the hit on cycle times to remove an underperforming crew and put the right person in your customers’ homes!