Homestudios

Using targeted feedback from buyers to make the customer journey smoother.

In construction projects, many parties are involved at different contact points. Homestudios streamlines this process and uses feedback from buyers to make the customer journey smoother.

... ›

The challenge

Be able to continuously improve processes at all points in the customer journey, from the broker to the completion of the home, based on feedback from buyers.

Project

Optimize customer journeys

Customer

Homestudios

Solution

Customer feedback through NPS measurements

Share

Onze aanpak

NPS measurements throughout the customer journey

The NPS methodology is used to create an overall picture of the customer experience at 6 key moments in the customer journey; from the real estate agent to the completion of the home. A driver analysis is used, which includes only three basic questions. This gives quick insight into what the customer cares about and can be responded to immediately.

Using triggers, alerts and push reports, we ensure that all teams can respond quickly at key moments in the customer journey.

We enrich the feedback data with appropriate data fields, such as project numbers, construction numbers, managers, partners and other relevant data, allowing reporting at all levels with a meticulous overview of the customer journey.

NPS measurements throughout the customer journey

Video

Homestudios x CYS Group

Resultaten

Responding directly to buyer feedback

Because of the way the portal is set up, Homestudios knows exactly where the priorities lie within the different steps of the customer journey. The open stories of buyers provide many concrete leads to take targeted actions.

Buyer feedback is valuable to all stakeholders and partners. Homestudios Advisors can immediately respond to feedback about the chosen kitchen or bathroom. Buyer feedback additionally helps Homestudios Advisors think about ways to get clients better prepared at the table. This saves stress and makes for a better experience. Construction partners are using the feedback to make the multi-work process more flexible for buyers.

Eindconclusie

Continuous process improvement

Thanks to customer feedback through NPS measurements, Homestudios always has a current and accurate picture of buyers’ experiences at all key moments of the customer journey. This feedback allows Homestudios to continuously improve its processes. This allows her to ensure that the customer experience is optimal at the times when it really matters.

“

Thanks to CYS' analyses, we know better where our priorities lie at different points in the customer journey. The open answers also offer us many concrete starting points for immediate action.

Homestudios • Director of Customer Excellence

Ard Siekerman

Figures