Our customers speak! Satisfaction survey results

As a barometer of the company's success, the results of Master Manuals' latest customer satisfaction survey revealed a continuing trend of customer confidence and growing influence.

The survey revealed a 93.5% overall customer satisfaction rate. Additionally, when asked whether the Master Manuals solution met their expectations, an overwhelming majority, 95.9% responded yes. In fact, nearly two-thirds of the respondents noted the solution exceeded their expectations.

"Of course I am humbled that our customers hold us in the highest regard; that we move beyond the status of 'vendor' and move towards one of valued solution provider" said Master Manuals CEO Steve Fabry, "However, it is important we do not get complacent. Although the numbers are impressive, we will continue to find ways to improve our customer's experience across the spectrum of our solution."

This is the second annual survey conducted by Master Manuals. Over 31% of our customers participated in the survey, a 37% increase over last year's numbers.

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Master Manuals unveils Customer Care Advocates

Master Manuals recently unveiled a customer care advocacy program designed to provide customers with more personalized service, streamline the post-sale process, maintain a single point of contact, and ensure every customer's needs are met.

The Production and Fulfillment Division has been expanded to include representatives to serve as advocates for the customers. Their chief responsibilities include guiding the builder through the development process, making certain the builder's issues and concerns are properly handled and maintaining a personalized relationship throughout the delivery phase.

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MP on CD becomes the standard

The demand for environmentally responsible solutions was the spark to transition the Manufactured Products Manual to a CD standard format.

"With so many components and so many warranties and manufacturer suggested maintenance tips for each home, the warranty section of our homeowner guides tended to exceed 200 pages. By making this part of our solution CD-based, we save printing millions of pages a year," said Director of Production AJ Cataline. "that's more than 90 trees!"

Additionally, the new CD format is getting high marks from builders and homeowners, who not only embrace the "green" benefits, but readily welcome the ease and access of the electronic delivery.

The content of each CD is prepared identically to the traditionally printed version in that the MP team coordinates with the builder to identify and collect the specific warranties. They are then categorized, organized and paginated before undergoing a conversion to an electronic format.

Everything our customers have come to expect is included in this new standard," said Cataline, "including builder-branding on each page, table of contents, organization by type and a professionally branded disk that is delivered with the Master Manual homeowner guide."

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Tip: Deploying a Document Retention Strategy:
Define and identify what needs to be collected and retained

In the age of corporate accountability, a builder's records are only valuable when they can be accessed and read. By implementing a document retention program, builders ensure a positive business environment of compliance, communication and cost savings.

A builder is responsible for collecting as many as a quarter million pages per community; everything from purchase agreements, easement records, maps, subdivision reports, design plans, insurance certificates, entitlements, insurance, forensics to marketing packages, accounts payable, bonds, bids, inspections, permits, sales and vendor contracts, HOA provisions, customer service, internal memos, and correspondences. It seems insurmountable, but if a builder has a clear understanding of document management and a means to collectively assemble them, they will realize a significant increase in internal process efficiency and a reduction in warranty and litigation costs.

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