Surveys and Heat Checks
- Pre-construction - Hubspot Heat Check
- Mid-construction - Hubspot Heat Check
- Post NHO - Hubspot Heat Check
- 30 Days after close / Move in Survey - Avid Ratings
- 90 Days after close / Post-Close NPS Survey – Avid Ratings
CX Team Check in points
- 14 Day CX Call / move in
- How is move in going, any outstanding things to be completed, 2-10 Portal. Chance to influence customer satisfaction and gain insight to trends & opportunities.
- 30 Day PM Call / construction
- No mention of surveys, just a genuine check in with homeowners.
- 60 Day CM Call / thanks & referrals
- No mention of surveys, just a genuine check in with homeowners. Have you recommended Summit to any friends or family?
- 89 Day CX Call / Pre NPS
- Ask how they are you settling into new home? Any feedback? Ask if any reason not to score 9 or 10 on upcoming survey.
- 105 Day CM Call / NPS ask
- Scrub list for “happy homeowners” – check in and ask for a 9 or 10.