Customer Trust Is Top Priority Per Intuit Study
More than 80% of respondents said that personality and professionalism are also important factors in selecting a firm.
Independent research firm Decipher surveyed more than 500 customers of commercial and residential construction firms. The results were released in early January at the International Builders' Show.
Other findings of the survey included:
-- More than 75% of respondents from both the commercial and residential side preferred word-of-mouth recommendations vs. telephone directory or Web research.
-- On the commercial side, 94% of businesses would recommend their construction firm; 84% of homeowners said they would recommend their contractor.
-- About 60% of commercial and residential customers surveyed said they trust their construction firm.
-- Job quality was the primary reason for dissatisfaction with a construction firm according to 56% of residential customers and 40% of commercial customers.
-- Both residential and commercial customers stressed the need for better communication. Among commercial customers surveyed, 41% said they wanted more clarity and promptness in communications from their construction firm.
Intuit Inc. is a provider of business and financial management solutions for small and mid-sized businesses, consumers and accounting professionals. For more information, visit www.intuit.com.