St. Louis, MO (PRWEB) October 07, 2013
Better Life Maids has used the Net Promoter system to measure results in its green house cleaning service for nearly 5 years. In fact the concept of Net Promoter, sometimes referred to as "The Ultimate Question" would you refer us to your friends and family, is one of the foundations upon which Better Life Maids has built a world class service company. The Review Buzz system was selected to replace Better Life Maids internal NPS system for several key reasons: an increased focus on team member results, more detailed and automatic measurement and scoring, rewards program for leading staff members, decreased management workload to administer the program, and integration with major review sites to help turn great surveys into online reviews on the leading review sites like Yelp and social networks like Facebook.
One of the key goals of Better Life Maids has always been to set itself apart from the crowded field of home cleaning providers by delivering exceptional service. The idea being that creating a remarkable service culture would drive key results in the business. Net Promoter Score and its principles have long been a key metric that Better Life Maids has measured. However as Better Life Maids grew to multiple locations, the program became harder to manage internally. Better Life Maids turned to Review Buzz to help manage the complicated program. In addition to managing surveys, it is a platform that helps recognize and reward great team member performance, and helps generate reviews on some of the leading online review services. These reviews are a major part of Better Life Maids ongoing strategy and since adopting the Review Buzz cloud based software platform in August, Better Life Maids has seen better than expected results.
One of the first things Better Life Maids noticed was that survey response rates increased from 11% to 23%. Better Life Maids President Matthew Ricketts stated "I think the main reason we have seen such a dramatic increase in the number of surveys has to do with the fact that the Review Buzz system focusses on surveys at the team member level. And our team supervisors have really bought into the system. They each have an online profile that houses all of their reviews, and they are asking their clients to provide them a survey after each visit. It is really a win win for our staff and clients. Our staff see their clients' appreciation for what they do, and our clients see even better cleaning results as our staff gets reinforcing feedback."
Another major benefit Better Life Maids has seen is a dramatic increase in the number of clients providing online reviews to sites like Yelp. When the program started, Better Life Maids had 8 publicly displayed reviews on Yelp. That is only 8 reviews in a 5 year period. Today they have over 14 with all of the additions being 5 star reviews from current clients. Review Buzz helps increase these reviews because it walks Better Life Maids clients through the review process after they have completed a survey. The idea is that people have always loved to share a great experience with their friends, family, colleagues. They may just be to busy, or not know where to begin. Review Buzz just makes the process easy.
"Probably our favorite part of Review Buzz is how much time it saves my managers," said Ricketts. With their prior system, Better Life Maids manually scored each team lead, and the company on a monthly basis. The process took several hours to complete, and then more time to build and print a monthly report. Review Buzz automatically creates a weekly "Buzz Report". This report contains each members NPS score for the current period, compared against their all time score, number of surveys, reviews, and even tracks points that team supervisors receive under the program. The Buzz Report is distributed to all team supervisors by email, and a printed brochure is created from the report as well.
"Overall the results with Review Buzz have exceeded our expectations. 22% response rate, increased employee engagement with the program, happier clients, less time managing the program, and more reviews on Yelp. We couldn't be happier," stated Ricketts.
About Better Life Maids
Better Life Maids is a green house cleaning service founded in St. Louis, MO. It has created a unique marketing partnership with Better Life a natural household cleaning products manufacturer. Together they are working to create the first national name brand in natural household cleaning products and green house cleaning services. Better Life Maids is expanding in select markets through a franchise development system. For more information visit http://www.betterlifemaids.com or http://www.cleanhappens.com.