HVAC Service Customer Programs

HVAC Service Customer Program^TM

The concept is simple. Not only do you need to keep in touch with your customers who purchased a new furnace or air conditioner, you need to thank and ask for feedback from your customers that call you for service on their existing equipment.

Continuity Programs’ 100% turn-key HVAC Service Customer Program is designed to gather information about your customers’ experience with you, generate leads for when they will need your HVAC services again, and request referrals of their family and friends.

Continuity Programs’ HVAC Service Customer Program includes a Thank You Card followed by an e-mailed E-Alert and Customer Satisfaction Survey. The E-Alert is sent from your e-mail address and tells the customer they will be receiving a survey and you would really appreciate it if they fill it out and return it. The E-Alert is also personalized with your picture, company logo, contact information and social media links. The Customer Satisfaction Survey is mailed out with a postage-paid reply envelope. Continuity Programs’ Customer Satisfaction Surveys receive a better than 25% average response rate!

Measure Customer Satisfaction to Improve the Customer Experience

• How well are you meeting the needs of your customers?
• Can you answer the following questions about your HVAC service business?
• What percentage of your customers have had more than one transaction with your company?
• What factors influence your customers to choose your company?
• Do your salespeople and service technicians meet your customers’ expectations?
• In your customers’ opinions, do your service technicians complete the jobs in a timely, professional and efficient >manner?
• Is the newly serviced equipment working to your customers’ satisfaction?
• How do your customers describe the service they received from your company and staff?
• Were your customers made aware of your extended service agreement?
• Do your customers want information on any of your other services?
• WHEN will your customers be in the market for your other services?
• What percentage of your customers would recommend your company to a relative or friend?
• Do your customers have family members or friends who would be interested in using your services RIGHT NOW?

Customer Satisfaction Surveys provide excellent customer testimonials you can share with your partners and potential new customers.

Sample Customer Satisfaction Survey

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