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					CONTRACTOR CUSTOMER SATISFACTION SURVEY




       A Study Conducted for Home HeadQuarters, Inc.
                   By Julianne Pacheco
                     November, 2008
                       Contractor Customer Satisfaction Survey
                              Home Headquarters, Inc.
                                By Julianne Pacheco
                                   November 2008

                               EXECUTIVE SUMMARY

Introduction: This study reports the results of a survey assessing customer satisfaction
with contractors used through Home Headquarters, Inc.’s home equity loan service. The
results will be presented in a report to the Board of Directors, as well as sent along with
grant requests. This report may also be used in the future to create a list of recommended
contractors for use by customers using the home equity loans.

Methods: The data used in this report were collected from a mail survey of randomly
selected customers of Home HeadQuarters, Inc.’s Home Equity Loan program. From the
target population of 267 households that had used Home Equity Loan program in the last
year, 150 (56%) were sent surveys and 53 responses (35%) were collected. The survey
sample may not accurately represent the target population, as demographic information
regarding target population is not available, making comparisons impossible.

Findings:

1. 62% of respondents said they chose their contractor because he was either
   recommended to them or they knew him personally in some way. (n=50)

2. 68% of respondents said they had work done on their windows or roof by their
   contractor. (n=53)

3. 58% of respondents said they felt the quality of work done by the contractor was
   “excellent”. (n=53)

4. 51% of respondents said they felt the timeliness of work was “excellent”. (n=53)

5. 57% of respondents said that their overall satisfaction with their contractor was
   “excellent”. (n=53)

6. 81% of respondents said they would refer someone to their contractor. (n=53)

7. Quality had the highest level of customer satisfaction, with an average of 4.3 out of 5.
   (n=53)

8. 70% of respondents gave positive feedback regarding their experience with the
   contractor. (n=43)
                                   INTRODUCTION

This study reports the results of a survey assessing customer satisfaction with contractors
used by customers of Home Headquarters, Inc.’s Home Equity Loan Program. The
information collected in this study will help Home Headquarters, Inc. to focus their
marketing and will be used when applying for grants for the program. It also may be
used in the future to compile a list of recommended contractors for customers of the
Home Equity Loan Program. This is the first study of its kind to be conducted for the
program and for Home Headquarters.




    Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 1
                                     METHODS

How Data Was Collected

Instrument Design: Home Headquarters provided the survey.

Method of Contact: The participants were mailed a paper copy of the survey with a
return envelope enclosed on September 16, 2008. Responses were mailed back and
collected by October 6, 2008.

Target Population and Sample: The target population was a list of 267 households
who had used a contractor through the Home Equity Loan Program. 150 households
were selected from this list using a random number generator program. A total of 53
surveys (sample) were returned (35% of the sample and 20% of the target population).

Quality of Data

Representativeness: No demographic information was provided about the target
population, so comparisons cannot be made between the target population and the sample
regarding representativeness. It is up to the reader to make their own decision based on
demographic data collected from the sample provided below.




    Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 2
Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 3
Accuracy: Respondents may have misunderstood that the open ended questions were
only asking about the contractor and work specifically done most recently through Home
Headquarters Home Equity Loan, because a few respondents named multiple contractors
and listed all the work they had ever had done on their home. There may also be some
accuracy problems regarding reported race. Having two separate questions for Hispanic
and then Race of Origin seemed to have confused certain respondents, which may have
led them to answer only one racial question or the other.




    Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 4
                                      FINDINGS

1. The two most frequently mentioned reasons for selecting contractors were personal
(32%) and recommended (30%).




Source: Data collected for Home HeadQuarters, Inc. by Julianne Pacheco, Community
Link Project, Syracuse University, 2008.

Comment: The responses to this question are answers to an open-ended question, so
respondents could report more than one reason why they selected their contractor. See
Appendix III for complete list of open-ended responses.




    Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 5
2. The two most frequently reported type of improvements made by the contractor was to
the roof (34%) and windows (34%).




Source: Data collected for Home HeadQuarters, Inc. by Julianne Pacheco, Community
Link Project, Syracuse University, 2008.

Comment: The responses in this question were gathered from an open-ended question,
so respondents could have listed more than one of these home improvements. See
Appendix III for complete list of open-ended responses.




    Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 6
3. 58% of respondents said they felt the quality of work done by the contractor was
“excellent”.




Source: Data collected for Home HeadQuarters, Inc. by Julianne Pacheco, Community
Link Project, Syracuse University, 2008.




    Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 7
4. 51% of respondents said they felt the timeliness of work was “excellent”.




Source: Data collected for Home HeadQuarters, Inc. by Julianne Pacheco, Community
Link Project, Syracuse University, 2008.




    Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 8
5. 57% of respondents said that their overall satisfaction with their contractor was
“excellent”.




Source: Data collected for Home HeadQuarters, Inc. by Julianne Pacheco, Community
Link Project, Syracuse University, 2008.




    Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 9
6. 81% of respondents said they would refer someone to their contractor.




Source: Data collected for Home HeadQuarters, Inc. by Julianne Pacheco, Community
Link Project, Syracuse University, 2008.




   Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 10
7. Quality had the highest level of customer satisfaction, with an average of 4.3 out of 5.




Source: Data collected for Home Headquarters, Inc. by Julianne Pacheco, Community
Link Project, Syracuse University, 2008.




   Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 11
8. 70% of respondents gave positive feedback regarding their experience with the
contractor.




Source: Data collected for Home HeadQuarters, Inc. by Julianne Pacheco, Community
Link Project, Syracuse University, 2008.




   Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 12
                                  APPENDICES

                                Table of Contents

Appendix I                                                          Blank Survey
Appendix II                                                      Data Frequencies
Appendix III                                                Open Ended Responses
Appendix IV                                                            Code Book




   Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Page 13
                                         Appendix I

      2008 Contractor Customer Satisfaction Survey for Home HeadQuarters, Inc.’s
                            Home Equity Loan Program

1.     Name

2.     Address ______________________________________________________

3.     City

4.     Zip Code __________

5.     What is the name of the contractor you used for your home improvement

       project?

       ___________________________________________________________________

6.     Why did you select this contractor?

       ___________________________________________________________________

7.     What improvement did you make to your home?

       ___________________________________________________________________

8.     Please rate your contractor in the following areas (circle your choice):

       a. Quality of work

       Poor      1              2             3              4             5
       Excellent

       b. Timeliness

       Poor      1              2             3              4             5
       Excellent

9.     Please rate your overall satisfaction with your contractor (circle your choice):

          Very           1              2             3              4             5
       Very
       Dissatisfied
       Satisfied



     Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix I-1
10.      Would you refer someone to your contractor?

         Yes              No            Not Sure


11.      Please offer feedback on your overall experience with your contractor:




Please note, questions 11-12 are optional:


12.      Please select your age range: _____ 17 or under    _____ 18-21     _____ 22-25

          _____ 26-30   _____31-40    _____ 41-50    _____ 51-60     _____ 61 and older

13.      Race/Ethnicity (select one)
         Are you Hispanic?  Yes  No          If “yes” please check one:

       Cuban  Mexican/Chicano  Other Hispanic/Latino             Puerto Rican

      NOTE: Even if you check “YES” for Hispanic, please also check a race/national
      origin below:

      RACE/NATIONAL ORIGIN:
       White                                         Black/African American
       Asian                                         American Indian/Alaskan Native
       Native Hawaiian/Other Pacific Islander              Asian & White
       American Indian/Alaskan Native & White              Asian/Pacific Islander
       Black/African American & White
       American Indian/Alaskan Native &Black/African American
       Other Multi-Racial

      Sex:  Male  Female




      Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix I-2
                                     Appendix II

    Data Frequencies: 2008 Contractor Customer Satisfaction Survey for Home
               HeadQuarters, Inc.’s Home Equity Loan Program

1. Name

2. Address ______________________________________________________

3. City

4. Zip Code __________

5. What is the name of the contractor you used for your home improvement

   project?



6. Why did you select this contractor?     n=50

   Personal (32%), Recommended (30%), Financial (22%), Product (20%), Experience

   (12%), Ads (12%)

7. What improvement did you make to your home?           n=53

   Roof (34%), Windows (34%), Exterior (30%), Insulation (15%), H/C (11%),

   Aesthetic (11%), Door (9%), Foundation (9%), Addition (8%), Electric (6%),

   Plumbing (4%), Floor (2%)

8. Please rate your contractor in the following areas (circle your choice):

   a. Quality of work        n=53

   Poor   1           2              3             4             5     Excellent
          6%          0%            11%           25%           58%

   b. Timeliness      n=53

   Poor   1           2             3              4            5      Excellent
          6%          4%            13%            26%          51%




Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix II-1
   9. Please rate your overall satisfaction with your contractor (circle choice): n=53

      Very         1            2              3             4        5       Very
   Dissatisfied    8%           6%            9%            21%      57%     Satisfied

   10. Would you refer someone to your contractor?          n=53

       Yes               No            Not Sure
       81%               15%             4%

   11. Please offer feedback on your overall experience with your contractor:




Please note, questions 11-12 are optional:

       n=53
   12. Please select your age range: _0%_ 17 or under      _ 0%_ 18-21     _0%_ 22-25

      _2%_ 26-30     _19%_31-40      _36%_ 41-50   _28%_ 51-60     _15%_ 61 and older

   13. Race/Ethnicity (select one)  n=47
       Are you Hispanic?  Yes  No      If “yes” please check one:        n=47
                           (2%) (98%)

    Cuban  Mexican/Chicano  Other Hispanic/Latino             Puerto Rican (2%)

   NOTE: Even if you check “YES” for Hispanic, please also check a race/national
   origin below:
   RACE/NATIONAL ORIGIN: n=48
    White (90%)                                   Black/African American (10%)
    Asian (0%)                                    American Indian (0%)
    Native Hawaiian/Other Pacific Islander (0%)   Asian & White (0%)
    American Indian/Alaskan Native & White (0%)  Asian/Pacific Islander (0%)
    Black/African American & White (0%)
    American Indian/Alaskan Native &Black/African American (0%)
    Other Multi-Racial (0%)

   Sex:  Male  Female         n=50
         58%     42%



    Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix II-2
                                   Appendix III

                                     Question 5
                List of All of the Contractors Used by Respondents

Comfort Windows (x9)
GreenHomes Entherm (x3)
Allcraft Home Improvement (x2)
TAG Mechanical (x2)
Caples (x2)
NY Homeowners, Inc. (x2)
Ron Lotito Builders
Did it themselves
TNT Construction
William Baum
Nicotra Construction
Filip’s Home Remodeling
Emerson
Woodard Bros.
Iverson and Co.
Bob Koch Builders
P.E.A.C.E.
Rufino Ramos
Imeson
Affordable Windows
Merimac
Patruno Electric
G&J Construction
RL Smith and Butler Fence
Leo A. Kline
Langdon Garage Builders
Classic Carpentry
La Londe Painting
Can Do Remodeling
The Chimney Doctor
American Roofing
Molina Home Improvement
Mike Behnice
Reid Roofing
Defeo
Dave Longo Roofing
Dependable Paving
Peak Property Services




Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix III-1
                                   Question 6
           Distribution of Respondents Reasons for Choosing Contractor

Comment: Certain responses were used more than once in different categories as they
contained more than one reason for selection.

No Response (x3)

Product
   • Impressed with product after speaking to 3 different window companies
   • Has done work for me before, reliable and does good work
   • Quality of work, great price
   • He did work in my neighborhood and I liked the way it looked
   • Met salesman for them at “Home Show” in Syracuse 3/07. He explained we could
      get “green upgrades” with help from your program.
   • Money goes back into the community
   • Impressed by previous work
   • Quality of material used

Experience
   • Previous experience with him
   • Past work, did good work for my dad
   • Well known
   • Knowledgeable
   • The price and years in business
   • Family owned company has been in the business for a long time
   • Reputation, previous experience with them
   • Their reputation, professional honest, reliable
   • Impressed with references
   • Prior experience

Financial
    • Cheaper
    • Quality of work, great price
    • Price (x3)
    • Good estimate, knowledgeable
    • The price and years in business
    • Cost (x2)
    • Best price
    • I got a good price for the work being done

Personal
    • Has done work for me before, reliable and does good work
    • Previous work he did
    • He has done work for us before
    • Used them before



Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix III-2
      • Our first contractor was arrested (Arrowhead Garage Builders) and we knew this
          man
      • Impressed by previous work
      • Their reputation, professional, honest and reliable
      • I know someone that works there
      • He lives in the neighborhood
      • Prior experience
      • Went to school with his spouse
      • I had them for all the work I had done on my house and liked all the work they did

Recommended
   • Past work, did good work for my dad
   • Recommended
   • My Uncle said he did work for them and was pleased
   • Well known
   • Recommended by family
   • Recommended by neighbor (x2)
   • Word of mouth
   • Referral from Energy Star Program
   • Relatives and friends used same contractor, recommended
   • They were referred to me by Home Headquarters
   • Highly recommended
   • We went through lead program and this was their contractor
   • Recommended by a friend
   • Good feedback

Ads
      • Met salesman for them at “Home Show” in Syracuse 3/07. He explained we could
         get “green upgrades” with help from your program
      • Seen commercials
      • Phonebook- a quote
      • Ad in the Pennysaver
      • Door-to-door salesman
      • Advertisement




Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix III-3
                                      Question 7
             Distribution of Reported Work Done on House by Contractor

   Roof (x18)

   Windows (x18)

   Aesthetic (x6)
   Paint trim
   New appliances
   Indoor painting (x2)

   Door (x5)

   Foundation (x5)

   Floor (x1)

   Exterior (x16)
   Siding (x9)
   Repair front porch
   Steps (x2)
   Aluminum
   New backyard fence (x2)
   Windowsills
   Porch railing
   Exterior painting (x2)
   Rebuilt chimney
   Driveway paved

   Electric (x3)

   Insulation (x8)

   Addition (x4)
   New front porch (x2)
   New garage

   H/C (x6)
   Furnace (x4)
   Air Conditioning (x2)
   Air shuttle (x2)

   Plumbing (x2)
   Water heater (x2)




Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix III-4
                                     Appendix IV

                                   CODE BOOK

     FIELD             DEFINITION                                CODE

       ID           Respondent ID           Numerical
                    number
     ZIP            Respondent zip code     Actual Zip Code
 CONTRACTOR         What is the name of     1=Comfort, 2=Ron Lotito Builders, 3=Did it
                    the contractor you      themselves, 4=TNT Construction,
                    used for your home      5=GreenHomes Entherm, 6=William Baum,
                    improvement project?    7=Nicotra Construction, 8=Filip's Home
                                            Remodeling, 9=TAG Mechanical, 10=Emerson,
                                            11=Woodard Bro., 12=Iverson and Co., 13=Bob
                                            Koch Builders, 14=PEACE, 15=Rufino Ramos,
                                            16=Allcraft Home Improvement, 17=Imeson,
                                            18=Affordable Windows, 19=Merimac,
                                            20=Patruno Electric, 21=G&J, 22=RL Smith and
                                            Butler Fence, 23=Leo A. Kline, 24=Langdon
                                            Garage Builders, 25=Classic Carpentry, 26=La
                                            Londe Painting, 27=Caples, 28=NY
                                            Homeowners, 29=Can Do Remodeling, 30=The
                                            Chimney Doctor, 31=American Roofing,
                                            32=Molina Home Improvement, 33=Mike
                                            Behnice, 34=Reid Roofing, 35=Defeo, 36=Dave
                                            Longo Roofing, 37=Dependable Paving, 38=Peak
                                            Property Services, 0=No Response
   PRODUCT          Quality of work,        1=Mentioned
                    product, or service     2=Does not mention
                    listed as reason why    0=No Response
                    they used contractor
 EXPERIENCE         Knowledgeable,          1=Mentioned
                    experience or           2=Does not mention
                    longtime in business    0=No Response
                    listed as reason why
                    they selected
                    contractor
  FINANCIAL         Financial reasons       1=Mentioned
                    listed as why they      2=Does not mention
                    used contractor         0=No Response

  PERSONAL          Personal relationship   1=Mentioned
                    (family, friend or      2=Does not mention
                    previous work) listed   0=No Response
                    as reason


Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix IV-1
RECOMMENDED Recommendation                 1=Mentioned
            listed as why they             2=Does not mention
            used contractor                0=No Response
     ADS    Ad, listing or sales           1=Mentioned
            pitch listed as reasons        2=Does not mention
            for selection of               0=No Response
            contractor
  AESTHETIC Reports aesthetic type         1=Mentioned
            improvements (paint,           2=Does not mention
            new cabinets, etc.)            0=No Response
    ROOF    Improvements to or             1=Mentioned
            new roof                       2=Does not mention
                                           0=No Response
   WINDOWS          New windows            1=Mentioned
                                           2=Does not mention
                                           0=No Response
     DOOR           New door               1=Mentioned
                                           2=Does not mention
                                           0=No Response
 FOUNDATION         Work done to           1=Mentioned
                    foundation of a        2=Does not mention
                    building               0=No Response
     FLOOR          New flooring put in    1=Mentioned
                                           2=Does not mention
                                           0=No Response
   EXTERIOR         Improvements made      1=Mentioned
                    to exterior of home or 2=Does not mention
                    property               0=No Response
   ELECTRIC         Electrical work done   1=Mentioned
                                           2=Does not mention
                                           0=No Response
 INSULATION         Added insulation       1=Mentioned
                                           2=Does not mention
                                           0=No Response
   ADDITION         Had addition built     1=Mentioned
                    onto house or property 2=Does not mention
                                           0=No Response
       H/C          Installation or        1=Mentioned
                    upgrades to heating or 2=Does not mention
                    cooling systems        0=No Response
   QUALITY          Please rate your       1=Poor
                    contractor in quality  2=Unsatisfactory
                    of work                3=Satisfactory
                                           4=Good
                                           5=Excellent
                                           0=No Response




Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix IV-2
      TIME          Please rate your         1=Poor
                    contractor in            2=Unsatisfactory
                    timeliness of work       3=Satisfactory
                                             4=Good
                                             5=Excellent
                                             0=No Response
   OVERALL          Please rate your         1=Poor
                    overall satisfaction     2=Unsatisfactory
                    with your contractor     3=Satisfactory
                                             4=Good
                                             5=Excellent
                                             0=No Response
     REFER          Would you refer          1=Yes
                    someone to your          2=No
                    contractor?              3=Not Sure
                                             0=No Response
  FEEDBACK          Please offer feedback
                    on your overall
                    experience with your
                    contractor
      AGE           Please select your age   1 = 17 and under
                    range                    2 = 18-21
                                             3 = 22-25
                                             4 = 26-30
                                             5 = 31-40
                                             6 = 41-50
                                             7 = 51-60
                                             8 = 61 and older
                                             0 = No Response
    Hispanic        Are you Hispanic?        1 = Puerto Rican
                                             2 = No
                                             0 = No Response
     RACE           Race/National Origin     1 = White
                                             2 = Black/African American
      SEX           Sex                      1 = Male
                                             2 = Female
                                             0 = No Response




Home Headquarters, Inc. Contractor Customer Satisfaction Survey, 2008, Appendix IV-3

				
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