Big box installation programs demand more than just getting the job done. To stay in good standing with the retailer, you need to deliver a consistent, professional experience for every customer. For contractors working with Home Depot, that means paying close attention to your Voice of the Customer (VOC) scores.
These scores are more than just numbers. They represent your reputation with customers, and with Home Depot. Higher scores mean more job opportunities, less scrutiny, and a stronger relationship with the retailer. Lower scores can quickly put your business on the watchlist.
What Is a VOC Score?
Home Depot uses the VOC score to evaluate customer satisfaction across its network of Service Providers. This isn’t a casual internal review. It’s an official survey conducted by a third-party research firm and triggered automatically after a job reaches “Sold Paid in Full” status in the Home Depot Service Center.
Once that status is met, the system sends a survey link to the customer. The contractor can’t initiate or influence the process. In fact, you’re explicitly prohibited from conducting the survey yourself, asking for specific scores, or offering any kind of incentive for a favorable rating. A follow-up thank-you call is fine, just not a sales pitch for your survey.
The customer will be asked to rate several aspects of their experience on a 5-point scale. These include:
- Likelihood to Use THD Services Again
- Store Knowledge
- Consultation: Timeliness, knowledge, and clear communication
- Measurement Appointment: Showing up on time
- Installation: Timeliness, professionalism, communication, workmanship, and clean-up
- Timeliness: Was the job done on schedule?
- Communication: Were they kept in the loop throughout?
Installation-specific responses are averaged into a single number called your Installer VOC score. This is the score most often used to evaluate your standing in the program.
Why VOC Scores Matter for Contractors
Your VOC score is a performance metric that affects your current and future standing with Home Depot. A strong VOC score can lead to more job assignments, better territory coverage, and higher trust from local store teams. A weak score? That could result in fewer leads or even removal from the program.
Consistently delivering an exceptional customer experience is what’s important here. Customers want a contractor who’s professional, timely, communicative, and clean. And Home Depot wants partners who regularly meet those expectations without surprises or excuses.
The VOC score is an important metric for contractors or installation companies who seek to become a part of the Home Depot contractor network.
That’s why it’s important to have an operational efficiency platform like Cilio to help run your Home Depot installation projects. When you’re juggling dozens or even thousands of installs each month, it’s critical to stay organized, communicate clearly, and deliver a consistent customer experience. That’s how you protect your VOC scores and your future pipeline.
How Cilio Helps You Improve and Maintain High VOC Scores
Customer satisfaction starts with smooth operations and great communication. That’s exactly what Cilio was built to support.
Automated Customer Updates
Keep customers in the loop with automated texts and emails for appointment confirmations, status updates, and post-install follow-ups all captured within the job record. No more missed calls or unanswered questions.
Real-Time Job Visibility
Know exactly where every job stands so nothing falls through the cracks. Your office and field teams stay aligned in real time, and customers get a seamless experience.
Easy Documentation
Upload notes, photos, and signed contracts directly in Cilio. When a customer calls with a concern, you’ll have everything you need at your fingertips even when you’re on the road.
Fast Scheduling and Rescheduling
Things don’t always go as planned. Storms roll in, customers change their minds, or crew schedules shift. Cilio makes it easy to adjust appointments and notify everyone involved, so your customers feel informed (not forgotten).
Fewer Errors, Better First Impressions
Cilio reduces mistakes by keeping your workflows organized and your teams on the same page, especially in the busier times when you need it most. A smoother install means a happier customer.
Support When You Need It
We offer real support from a real, local team that understands the big box installation world. If you’re unsure how to best manage VOC-related concerns, we can help.
The Bottom Line
Your VOC score reflects the customer experience you deliver. While some things are out of your hands, like product delays or bad weather, you can control how organized, responsive, and professional your team comes across.
Cilio gives you the tools to do just that.
Want to make a great impression on every job and stay at the top of Home Depot’s list? Schedule a demo today and see how Cilio can help you keep your VOC scores high.
