Mike, we are right at about 97% satisfaction rate as a company, with each specialist having their own rating. We really do want to hear the negative and have a really nice, detailed questionnaire (prepaid postcard) I would be happy to share with anyone who e-mails me.
We ask about how they are treated by office and cleaners, how the work was performed, when they would like a reminder, if they will refer us and we also have a few lines for comments.
Any cards that come back with a negative comment gets followed up, action taken and notes made on action taken.
I would recommend to everyone to use a questionnaire. I think people are more willing to share things when being able to write it vs a follow up phone call which could be awkward to speak out on.
Ken