How do I ensure quality upgrades to avoid call-backs and enhance our reputation?
Customers put a high value on quality home improvements, and satisfied customers are more likely to tell friends and family about their experience, which can lead more participation in your program. Conversely, dissatisfied customers can dissuade neighbors and peers from participating, thereby making acquisition of new customers more challenging and expensive. Managing quality starts with managing your relationship with participating contractors. Many programs organize an orientation not only to explain the program requirements (e.g., workforce standards, quality assurance process, and code of conduct) but also to learn about each contractor’s skills and experience. That information can you connect them with needed training (e.g., technical, business, or sales).
Developing a quality assurance plan is essential to ensure that you meet your quality goals including providing good customer service in a cost-effective way. Most plans include verifying a consistent level of quality in completed home energy upgrades. Programs have used different approaches to verifying quality. One common approach uses a tiered approach, in which the program inspects the first several upgrades completed by a new participating contractor and then changes the inspections to a random sample after the contractor has demonstrated proficiency. More programs are finding that clearly defined and easily accessible technical specifications can remove ambiguity around program expectations and improve completed upgrade work. Quality assurance plans may also include customer satisfaction surveys to assess customer experience.
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