Tuff Shed sells weather-tested structures, from backyard art studios to backwoods cabins. They depend on dozens of regional teams and subcontractors to design and assemble each structure. To maintain its brand and market leadership, it is imperative that TuffShed measure customer satisfaction with not only their product, but also with their installation process. That’s why customers receive a survey immediately after their Tuff Shed is installed, giving customers a quick and easy way to provide feedback on their installation experience, and Tuff Shed the opportunity to set the recovery process into motion if necessary.
Tuff Shed also uses GetFeedback to measure their customers’ overall experience by asking one simple question “How likely are you to recommend Tuff Shed to a friend?” Responses give them a concrete grasp on their promoters and detractors, as well as actionable feedback that impacts the way they do business. Resulting in more promoters and a healthier Net Promoter Score.
Immediately after a Tuff Shed is installed onsite, contractors set the opportunity to “closed, won” in Salesforce. This triggers an installation satisfaction survey to be sent to customers. The timeliness of this survey means better response rates and higher quality of data.
Since implementing GetFeedback, Tuff Shed expanded their feedback program to measure more success metrics than ever before. They now have a pulse on performance and helpfulness by region, team, and employee. They’ve built Salesforce dashboards for each sales agent to track their own feedback, as well as management dashboards for leaders to monitor performance in their region.
Over 10,000 companies use GetFeedback to measure, understand, and improve customer experience.