Brandon Boushy

Home Service Growth Systems

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Customer Experience & Reputation Audit

Answer “Yes” or “No” to the following 20 questions. Find out where your customer experience stands and get a personalized action plan to earn more reviews and referrals.

Sign-in with Google to participate in providing benchmarks for industry best practices.

1. Customer Communication

1. Do you answer calls during business hours?
2. Do you return missed calls within one hour?
3. Do you confirm every appointment by text or email?
4. Do you send an arrival notification before technicians arrive?
5. Do you follow up with every customer after the job?

2. Customer Trust

6. Do your technicians wear branded uniforms?
7. Do your service vehicles have company branding?
8. Do you provide written estimates before work begins?
9. Do you explain repair options before asking for approval?
10. Do you offer a workmanship guarantee or warranty?

3. Reputation Management

11. Do you ask every satisfied customer for a Google review?
12. Do you send review requests within 24 hours?
13. Do you respond to every Google review?
14. Do you receive at least 10 new Google reviews each month?
15. Is your Google rating at least 4.7 stars?

4. Customer Convenience

16. Can customers schedule appointments online?
17. Can customers pay by credit card or digital wallet?
18. Do you offer financing for larger jobs?
19. Do you provide customers with appointment windows instead of all day waits?
20. Do you keep customers updated if your technician is running late?

5. Business Information

* This section is not scored. It is used for further data analysis.

Your Audit Results

0 / 100
Rating

Top 3 Priorities

  1. Build a consistent review request process: Capture feedback while the experience is fresh.
  2. Improve customer communication: Focus on touchpoints before and after appointments.
  3. Respond to every Google review: Reply to all feedback within two business days.

Your customer experience score highlights the biggest opportunities to earn more five-star reviews, increase referrals, and win more repeat business. Focus on these priorities first, then retake the audit in 30 days.

Home Service Industry Benchmarks

Completed Surveys

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Average Score

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