If your team has corrected an issue for a client who has already completed their survey, we do offer the option to resurvey that client at no additional cost. Once you speak with the homeowner, there are two ways to request a resurvey:
- Send the homeowner a follow-up email confirming that they’re satisfied and asking them if they’d be willing to resubmit their satisfaction scores. Once you receive it, forward the email with the homeowner’s permission to your Member Success Manager or to [email protected]
- If the homeowner would rather reach out to us at their convenience, please ask them to call our toll-free survey line at (844) 585-1199.
Please note: We must have either direct verbal or written communication from the homeowner to resend a survey.
We take these steps to ensure the homeowner gives very clear permission for a resurvey. Our policy is that we will make one additional attempt per request for a resurvey, so please let us know which method of contact the homeowner would prefer and, if possible, the best time of day for us to reach out. If the homeowner doesn’t have a preference, we will default to the method they used to complete their survey originally.
When completed, their new feedback will replace the original feedback.
If you have additional questions, please let us know via email at [email protected] or phone at (678) 256-3434.