Installed Replacement Windows – Completed Customer Satisfaction Survey

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We recently completed a Customer Satisfaction Survey of 102 SolarGlass Replacement Window project we completed between March 2009 and May 2010.

Of the 102 installs, we had 29 conversations. SolarGlass received positive comments from 23 customers. In addition, we received one service suggestion, had four window installation problems, and one service issue.

Positive comments included:

  • Centennial: Thanks for the great work!
  • Johnstown: Timely and accurate installation, very pleasant
  • Lakewood: Very knowledgeable about the product. The installers were polite, worked well, and left everything clean
  • Ft. Collins: Definitely satisfied
  • Denver: Very happy with SolarGlass
  • Denver: Great job!
  • Boulder: Very pleased with the work.
  • Ft. Collins; Absolutely satisfied. The work area was cleaned. Good job done.
  • Ft. Collins: The installer was very good. We will recommend to friends
  • Littleton: Very happy with quality and installation
  • Arvada: Work was good
  • Littleton: Happy
  • Ft. Collins: Jim paid close attention and his focus on energy efficiency was important to us
  • Ft. Collins: Very pleased
  • Aurora: Good job.
  • Livermore: Will recommend to friends
  • Berthoud: Great job, nice clean up. Will recommend to friends
  • Ft. Collins: Did well on the installation and will recommend to friends
  • Loveland: Customer service and installation were done exceptionally well
  • Ft. Collins: Brian was very professional and did excellent work
  • Ft. Collins: Exceptional personal skills in understanding what we are looking for. Great job!
  • Ft. Collins: Excellent work, very pleased. Will recommend SolarGlass to everyone
  • Aurora: Very happy with window and installer

The service suggestion stated we should offer a coupon to clean the windows once they are installed – a good idea and one we will implement.

The service issue related to adjusting hinges and operation on an in-swing door – done.

The installation issues:

One installation issue involved the smell of silicon that was used to lubricate the windows after installation. Another installation issue related to an installation method we agreed to and later came to regret. The lesson learned here is to NEVER deviate from AAMA Installation Master’s approved installation methodology. We had a stain match and blind fit problem that we rectified to the customer’s complete satisfaction. Lastly, we did not set expectation well enough that a new Entry Door would be different than the very old door it replaced and our customer did not like the door threshold.

I am proud of our team and their performance. We will always have room to improve but it is terrific to have affirmation that we are on the right track!

Posted on July 28, 2010 by
Category: Customer Service
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