(Total
Surveys Sent = 36, Response Rate 31%)
Recently we conducted a survey of a small
sampling of our customers. We sincerely appreciate those who took the time to
respond despite your very busy schedules. We received many helpful and
thoughtful suggestions - many of which we are in the process of implementing.
Those suggestions that aren't implemented immediately will be researched for
future implementation.
We were very pleased with the responses and
thought we would share them with you.
If you didn't receive a survey and
would like to participate, please click here.
Responses to
Customer Survey
What are we doing that's great?
What can we do better? Your opinions matter to us. Please help us serve you
better by giving us your feedback. We'll listen.
| 1. |
Please rank the following qualities in order of importance for
your HVAC service company? (1 = Most Important, 6 = Least Important) |
| #1 |
#2 |
#3 |
#4 |
#5 |
RANKINGS |
| 6 |
|
2 |
2 |
1 |
___ Honest, Fair Treatment |
| 5 |
1 |
1 |
1 |
1 |
___ Integrated Skills (heating,
cooling, controls, ventilation, etc.) |
| 4 |
2 |
2 |
1 |
|
___ Quick Response |
| 3 |
4 |
2 |
|
|
___ Quality Work |
| 2 |
2 |
|
2 |
3 |
___ Low Price |
| |
|
|
|
|
___ Other __________________ |
| 2. |
Why do you use Advance Air for your HVAC-R service,
maintenance, installation needs?
|
- Quality repairs, quick response,
understanding accounting.
- Quick response, honest fair treatment, and
integrated skills.
- Knowledgeable and polite technicians.
- Quality service and response time.
- Technical knowledge superior to other
contractors most of the time.
- Because of your service techs.
- Quality work, fast response, fair
treatment.
- Knowledgeable support for all
applications.
| 3. |
What can we do to improve the value of our HVAC service for
you?
|
- Stay the same.
- Very happy about the service.
- Reduce price.
- Sharpen your pencil?
- Provide detailed breakdown of costs when
submitting replacement proposals.
- Continue training personnel in technical
& troubleshooting skills.
- More competitive pricing on new equipment
installations for our new buildings and tenant fit-outs.
| 4. |
Are you satisfied with our response times? Please explain a No
answer.
|
| Service Type |
Yes |
No |
| For Emergency Service? |
11 |
|
| For Non-Emergency Service? |
11 |
|
| To Provide Estimates? |
11 |
|
| Other __________________ |
|
|
- Never had a problem getting service when
needed.
- Sometimes it has taken a little long to get
an estimate.
| 5. |
When you call Advance Air for service, maintenance, install,
etc. how do you find our telephone number?
|
| # Responses |
Source |
| 2 |
Yellow Pages Book |
| |
Yellow Pages Online |
| |
Advance Air Website |
| 4 |
Rolodex Entry/Business
Card |
| |
Service Sticker on T-stat
or Unit |
| 5 |
Other (Contact List,
Government Contract, Old magnetic business card, speed dial, memory) |
| 6. |
We currently have a live-answering service for after-hours
emergency calls. We are considering implementing an automated voice/paging
system instead. The new voice mail system will record your message and then
automatically page our on-call technician with the message. How do you feel
about this change?
|
| # Responses |
Preference |
| 6 |
Positive change |
| 1 |
Negative change |
| 4 |
No Preference |
| |
Please explain
your preference. Please explain your preference. |
- I really like leaving a message with a live
person, there is something satisfying about knowing your message has been
received and dealt with without a return call… I also like low prices and
profitable vendors. It's not so much the system as it is the company using the
system. I don't worry about Advance.
- Positive as long as response time is good.
- Talking to a machine never guarantees a
response.
- Don't care about the method as long as a
call back happens quickly - quickly being less than 15 minutes.
- Talk directly to tech, less confusion,
faster response.
- Usually not life-threatening.
| 7. |
Have you visited our website www.advanceair.net?
|
| # Responses |
Y/N |
| 6 |
Yes |
| 5 |
No |
| 8. |
Would you visit it again?
|
| # Responses |
Y/N |
| 8 |
Yes |
| 1 |
No |
- I like the website - lots of info - keep it
simple.
- I like viewing the additional capabilities
that the contractors I deal with have outside the normal HVAC maintenance and
replacement work.
- Interesting, but not a necessity for doing
business with you.
- I'd visit it again if prompted, or if
looking for something.
- To see if you have made any changes.
| 9. |
What type of information or services would you like to see on
our website? |
- How about an area to access invoice
info.
- Updates on energy efficient HVAC systems
and new systems.
- It's OK as is.
- Anything dealing with industrial, we don't
go to many trade shows, but would like to know what's in the market.
- Tips, new technology, industry
updates.
| 10. |
We send a newsletter twice per year. Would you prefer to
receive this by mail or by email?
|
| # Responses |
Method |
| 5 |
Mail |
| 4 |
Email |
| 11. |
What types of information would you like to see in our
newsletter?
|
- Anything going on in the world of HVAC
that building owners should be thinking about.
- Customer Trainings.
- Repair/Troubleshooting Tips.
- What's happening within your company and
new services you provide.
- Anything new dealing with cold air or heat.
- Some PM education would be helpful.
| 12. |
Most of our business comes from referrals. Do you know of any
other businesses that could benefit from our services?
|
If you didn't
receive a survey and would like to participate, please click here.
|
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