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What do my Clients think of me...
As a Home Inspector, how can I rate my performance and the satisfaction level of my clients? I have attempted to do so by including a "Client Questionnaire" (click on the title for a pdf copy) with every report. Needless to say they do not all respond, so I only have the results from the ones who do. Here are the ongoing results from the forms returned:
The Clients are asked to rate me with 1 being poor and 5 being excellent. Here are the results to date:
Number of Respondents: 63

Score: 99%

Ratings: 1 2 3 4 5
General satisfaction with inspector: 0 0 0 5 58
Confidence in inspectors ability: 0 0 0 4 59
Inspectors knowledge of issues: 0 0 0 5 58
Inspectors communication skills: 0 0 1 4 58
Inspectors attitude: 0 0 0 2 61
Inspectors appearance: 0 0 0 3 60
Value of service vs. fee: 0 0 0 11 52
Inspector's telephone ability: 0 0 1 3 59
The inspection report: 0 0 0 1 62
Likelihood of using me next time: 0 0 0 1 62
How many said they would buy the house: 56
How many said they would recommend us: 63
How many offered to be a reference: 56
What does this mean? You be the judge. Since three (which doesn't show here) rated my reports higher than 5 it appears they love the reports, think my price was too high, but will call me next time. I can live with that.
Responses to, "Why did you choose me to perform the inspection?"
I have worked for you before: 6
I have inspected the house you are selling: 1
My response to your telephone inquiry: 6
My ability to respond quickly: 11
My brochure: 5
My money-back guarantee: 2
Professional status: 14
Referral from :  

 

Friend or relative: 16
  Real estate agent: 46
  Lawyer: 1
  Banker: 1
  Other: 5
  Internet 1
  Home Builders Assoc. 1
  Builder 1

 

There are three questions on the Questionnaire which are enlightening...

(Click on them to see the responses)

Was there anything about my service that you especially liked?
Was there anything about my service that you did not like?
Any suggestions to improve my services?
 

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Tuesday, July 22, 2008

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