Customer satisfaction is something that The Orchards Group, one of Atlanta’s top active adult builders, takes very seriously.
“In today’s incredibly competitive marketplace, it is crucial for us to be well-informed about and adjust to the ever-changing consumer attitudes, expectations and preferences,” said Mitch Block, director of sales and marketing for The Orchards Group. “Our customers’ satisfaction with The Orchards Group ensures our viability in the market, and we are very pleased to end this year with consistently positive ratings from our customers. It is such a powerful compliment to our entire operation; it keeps the staff motivated to keep up the good work and sets us on an optimistic path for the New Year.”
The company recently achieved a 99.5 percent satisfaction rating from GuildQuality. GuildQuality is an independent third-party company that surveys the customers of its 500+ builder member network. The Orchards Group’s ratings are based on interviews conducted with homeowners who purchased a home in the last year. These interviews are conducted at both the 60 day and 11 month anniversaries of their moving into their new homes. Homeowners were asked to rank their experiences with the builder in several categories including activities, amenities, cleanliness and construction quality, and The Orchards Group received near-perfect scores in all areas.
“Assessing the results of these surveys allows us to identify areas needing improvement and better understand our customers’ priorities,” added Block.
The greatest feedback that the company receives often comes in the form of informal discussions between their homeowners and staff. Gisele Warner, a retiree who purchased a home this spring in The Orchards of Brannon Oak Farm, is one such homeowner. Warner moved here from Florida after the passing of her husband to be closer to her grandchildren. She was looking to downsize to a new home in an active adult community. She was shown The Orchards of Brannon Oak Farm by her real estate agent and fell in love with the community.
Warner purchased a two bedroom home with a den that she turned into her grandchildren’s play room. “This was the perfect home for me,” said Warner. “The location, the community, the house itself – everything is just perfect. And the staff at The Orchards Group was very cooperative, very nice. I am incredibly happy with the entire process.”
Nearly eight months after moving in, Warner is still pleased with her experience with The Orchards Group. “The homes and landscaping are kept up beautifully, and any warranty issues that have come up have been addressed promptly and appropriately.”
She is so pleased, in fact, that she has recommended the community to her brother-in-law, who has visited from out of state. He is now considering purchasing a home in the community.