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NPS - from Tabletop Survey to 90 Days

CX Team communicates with Homeowners to ensure survey is taken and that challenges have been addressed.

Pre-NPS Tracking and Follow up Process

CX Team tracks Table Top Scores, feedback, and Closing Survey (30-day)

  • Monitor the promotor scores and keep in touch to ensure they take the NPS call.
  • Monitor and ACT on the detractor and passive homeowners as an "all hands on deck" to ensure the snags are completed and the homeowner is happy. C.P.R.
    • C - Clarify the Concern: Listen, ask questions to understand exactly what the homeowner is upset or confused by.
    • P - Propose a Plan: Offer a clear, realistic plan to resolve the issue or manage expectations.
    • R - Reassure the Customer: Instill confidence by explaining how you will follow through and ensure quality resolution.
  • Address TTS comments immediately with homeowners and get to the root of "was the whole process the cause of the detractor" or "a specific example" - work with homeowner to get them back on track.

Post Close Check in Process

CX Team Process includes internal CX TM, PM, and CM. At each point of contact any feedback is sent to the CX Director.


CUSTOMER 14 DAY CALL - CX Check in

14-DAY CALL----catch issues before move in survey drops, help with customer portal, ask about experience, encourage feedback.

SCRIPT FOR CALL:

  1. Hi, this is _______ with Summit Homes. I am calling to check in and see how you are settling into your new home.
  2. Do you have any questions or concerns that I might be able to help with?
  3. If something were to come up, do you know how to log into the customer portal to submit a warranty service request
    1. If they say no, tell them you will text them the website and email address to use to create an account.
  4. Gauge the customer and if you feel they are willing to talk, say I would love to hear more about your experience with Summit, would you mind sharing a little about your experience?
    1. Let’s start with sales, how was your experience with your community manager? How was the communication? How was the paperwork?
    2. How was the construction process? Did you receive weekly updates?
    3. Is there anything we could have done to make the experience better?

I will follow up with an email, so you have my contact information, please let me know if you need anything at all.


CUSTOMER 30 DAY CALL - Project Manager

Phone call (no matter what) from PM – this is a genuine checking in call.

The goal of this call is to make sure the home is performing as expected, address any early issues, and reinforce their trust in Summit.

If homeowner has feedback that sounds like a future Detractor score at 90-day NPS

  • Create Red Flag for CX Team follow up (email Darrell@summithomeskc.com)
  • What is the feedback that needs to be followed up with?
  • Create a White flag - neutral - how can we elevate their experience in 90 days?
    • Is there something special we can do that creates a "wow" moment that will be remembered over any underwhelmed experience?

SCRIPT FOR CALL:

Hello (homeowner)!

Thank you and congratulations again on your new home! I know moving into a new home is stressful - I hope everything went well.

How is the home functioning for you so far? Is there anything I can help explain about your home’s maintenance or care? How is the heating/cooling – is your home comfortable throughout?

  • (If VFU items or warranty items) While I have you, I want to let you know where we are on scheduling the incomplete items from our closing walk.
  • (Give list of items, what is scheduled and when, and who they should be expecting to contact them for access to their new home.)

Make sure to check out the 2-10 Customer Portal for any items that may need attention per warranty as you get to know your house. That is going to be the best way for me to receive alerts.

One last thing, we value our homeowner's feedback. Is there anything we could have done differently to make your move-in experience smoother?

  • If they completed a Tabletop Survey with comments - thank them for the feedback, they have already provided. Good score or bad score!!
  • If the scores have been "promotor" -
    • Hey, do you ever leave Google reviews? I would really appreciate it if you could help me out and create a great online review: Google - Summit homes kc

Thank you so much and I'll be in touch about the other items we discussed today. Say "hi" when you see me in the community!

 

    CUSTOMER 60 DAY CALL - Community Manager

    Phone call (no matter what) from CM – this is a genuine check-in call.

    This call should be a genuine “I am checking in on you” call. Balance the questions so that it doesn’t feel like a survey – just a friendly check in. We don’t want to talk about the NPS survey during this call, but we do want to have the chance to resolve issues before the NPS survey.

    Take detailed notes from the call. If homeowner has feedback that sounds like a future Detractor score at 90-day NPS:

    • Detractor: Create Red Flag for CX Team follow up (email darrell@summithomeskc.com)
      • List the items or feedback that will need immediate attention.
      • Thank them for the feedback and let them know you will get this to the appropriate folks at Summit.
    • Passive/Neutral: Create a White flag for CX Team follow up (email darrell@summithomekc.com) How can we elevate their experience in 30 days?
      • Is there something special we can do that creates a "wow" moment that will be remembered over any underwhelmed experience?

    SCRIPT FOR CALL:

    Hello (homeowner)! I just wanted to check in and see how you’re settling into your new home – can you believe its already been about two months?

    Next, make conversational talk that lets them know that you remember them – family, lifestyle, kids, pets – make sure they are all loving their new home.

    • What’s your favorite part of the home so far?
    • Have you had a chance to meet any neighbors?
    • Is everything with the house working the way you expected – appliances, systems, all that?

    Do you have any questions or concerns that I might be able to help with?

    I really enjoyed working with you through this process. If you ever need anything – or if you hear of friends or family who were thinking about a new construction home – I’d love to help them the way I helped you!

    I will keep in touch from time to time, but please don’t hesitate to reach out if you need anything at all. Say "hi" when you see me in the community!