Real Insights help you improve your scores because we find out why your buyers feel the way they do about your company.  We report the detailed explanations for their positive and negative comments. Unlike written questionnaires the buyer has to fill out, our interviewers take the time to hear buyers out and confirm we’ve completely documented their comments and concerns so they don’t have to write them all down in a survey.

Our Real Insights system provides the following results:

• Your customer satisfaction scores will significantly increase.
• Your company can expect a consistent “would recommend” percentage of 95% or more, because homebuyers and owners will feel that management is hearing all of their concerns.
• Your company will be recommended to the family and friends of satisfied homebuyers.
• Your staff will experience a higher level of job satisfaction by reducing their time spent putting out customer complaint fires and dealing with irate buyers.
• Your warranty costs will be reduced. It has been proven that satisfied homeowners are less likely to submit needless warranty requests.
• Your chances for construction litigation will be reduced.

In one example, a builder analyzed the results from written surveys and concluded the buyers weren’t recommending his company because of frustrations at the walk-through.  Too many buyers were dissatisfied with the condition of their home at this final inspection.  Instead of making a substantial investment in changing construction methodologies, the builder was able to add a “pre-walk” inspection where buyers expected the house wouldn’t be “perfect.”  This change required close to zero dollars invested and the builder experienced an immediate increase in his satisfaction scores.

We contact your homebuyers at the most critical points in the buying-owning experience, and the contact schedule and frequency is customized to match your company’s construction time table. We guide the buyers through a comprehensive “talking points” interview that’s tailored to your concerns, policies and processes.

Our interviews uncover your buyers’ real thoughts and feelings regarding their interactions with your company. We ask them to describe any experiences they had that were unexpected—positive or negative. We give them an opportunity to discuss their impressions frankly and spontaneously with receptive, caring and sympathetic interviewers. Quite simply, they tell us what they’re telling their family and friends about your company.

We then document all of their open-ended comments in our Internet-based software, where the departmental categories, sources and tone are captured. Your staff is notified whenever new interviews have been completed, and the buyers’ comments can be easily evaluated so your management can decide whether to take immediate action.

These buyer interactions are conducted by our staff who takes special care to create a positive experience for every buyer they contact. They are also very careful to communicate they are not in a position to resolve the buyer’s concerns or commit the builder to any type of response.

Buyers welcome the follow-up contact, and have said in many cases that they appreciate a builder who cares enough to ask for their opinions. As a result, our interviews become sound public relations for the builder.

Real Insights are affordable and provide a high return on your investment. They allow you to coach your team to improve their interactions with their buyers. The reports also identify policies or procedures that may be causing misunderstandings or frustrations. Real Insights are designed to help your company and staff make the buying process more enjoyable for your customers and improve overall customer satisfaction.  And we help your company achieve higher “Would Recommend” scores — as high as 100%