The Value of Customer Satisfaction (8/4/11)

We recently received a phone call from a prospective customer in Woodbury who represented a health care facility. Nothing new, until the caller explained he had seen the work we recently completed on a neighboring shopping center and sought to find the contractor who did the work. He said he knew this was indeed a quality job and he specifically wanted that same company to do his work. What a nice compliment!

For over two decades we have surveyed our customers and tracked their responses. Over that entire span, the overwhelming majority of our customers rave about our customer service.

We know this about our customers:

They are generally a repeat customer or have been referred to us;

We exceed their expectations 88% of the time;

They say they will refer us to others.

Our management group reviews these surveys periodically. We respond quickly to resolve any negative feedback. We set improvement goals. We share these responses with our employees each year at our spring company meeting. We enjoy having overwhelming positive feedback from our customers. We appreciate that they notice. We do not take this positive feedback, year after year, for granted. We challenge ourselves to continue to improve.

We are grateful to employ quality people who care.

By the way, the feedback we receive from our employees is they feel good about and love working at BR.

By,

John Kittleson

Vice President

Bituminous Roadways