Expectation Reports

Have you ever wondered why certain prospects, no matter how hard you try to over come their objections, never make it through the sales process? Many times, evaluation surveys and customer satisfaction analysis don’t seem to shed any light on the issue either. What is going on in the mind of these potential customers? Do they not know what they want? Are they going to the competition? It’s difficult to say sometimes. The one thing that seems to work well however is something few companies do - measuring expectations. Surveying your client's expectations and allowing your organization to learn how to exceed their expectations leads to total customer satisfaction – and a new sale for your community.

ServiceTrac provides expectation reports for home communities and homebuilders that measure many aspects of what the customer felt based on the customers expectations prior to coming to the community or before they purchased a home.

Expectation Report Details:

• Measures client expectations and helps organizations document how it performs against promises made to customers.
• Results are laid out in an easy to use, simple to manipulate format
• Any level of management can work through the report to quickly identify what drives customer loyalty and satisfaction.
• Includes a top 10/bottom 10 report, which shows a distribution report of scores and overall responses.
• Also has an Action Plan for Success at the end of each report designed to walk any manager through the process, helping to identify what they can do to improve customer expectations and satisfaction.

Measuring expectations instead of customer satisfaction is a critical distinction. When we measure how something met someone’s expectations we get a truer measure of how our products match up to what the customers wanted in the beginning. Measuring satisfaction is much more arbitrary.

You need to set standards in your organization to learn how you are measuring against the expectations of customers. This is determined by the promises you make to them among other important considerations. Customers who are happy generate a higher number of referral leads, are easier to deal with and generate a lower opportunity management cost.

At ServiceTrac, we understand the challenges you face every day. Let us show you a how to uncover new insight into the minds of your prospects and customers. Our expectation report, ServiceTrac ’s standardized service satisfaction tool, will give your sales team the extra help they need to capitalize on lost opportunities.

Contact us today to find out how the Expectation Report can make a difference for your organization.

1.800.951.6606