AvidCX helps Crystal Creek Homes build a stronger team
See how Crystal Creek Homes uses customer feedback to involve employees, improve teamwork, and create a better homebuying experience.
87%
Increase in NPS for homebuilders who make customer experience a priority
19%
Typical increase in customer satisfaction scores for homebuilders using AvidCX
A homebuilder ready to do more with customer feedback
Award-winning Canadian builder Crystal Creek Homes recognized that deeper customer insights could take their business to the next level. However, the team found it challenging to turn insights into action, as employees were not engaging with customer surveys. The team needed a better way to analyze survey results and translate them into clear, actionable steps for improvement. To bridge this gap, Crystal Creek Homes turned to AvidCX for help.
Helping teams listen, act, and celebrate together
“AvidCX has certainly changed company culture,” says Justin Bobier, President and CEO of Crystal Creek Homes.
With AvidCX, employees pay closer attention to their customers’ experiences. Every team member is now responsible for reviewing and commenting on every survey. This helps the company make sure each customer is heard. It also encourages employees to work together.
The change goes beyond reviewing feedback. Teams now share in each other’s success.
“When we have a customer success, we all celebrate it,” says Bobier.
He has enjoyed seeing the Edmonton team congratulate the Calgary team—and the Calgary team do the same for Edmonton.
More than a survey tool
For Crystal Creek Homes, AvidCX does more than collect customer feedback. It also supports the company’s marketing efforts.
Its tools help future buyers understand what they can expect from Crystal Creek Homes. By sharing the experiences of happy customers, the company can help new buyers feel more confident.
The team also values the support it receives from AvidCX.
“The Avid team is always there for us when we have questions or want to explore options and features we’re not currently using,” says Bobier.
The Avid team takes time to visit the office and work directly with employees. It also reaches out to offer help. That support can include reviewing survey data, suggesting next steps, or exploring features the builder has not yet used.
Using outside feedback to improve the customer experience
Crystal Creek Homes recommends AvidCX to other builders. Bobier believes builders need an outside survey partner to better understand their customers.
“If a builder is not surveying their customers using an outside partner, they’re doing their customers a disservice,” he says.
There is always room to improve the homebuying experience. Research from an outside partner helps builders see where to focus their efforts.
There is always more that can be done when trying to deliver a great customer experience. But in order to determine what that ‘more’ is — you need to use a third-party research tool like AvidCX.
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Build a stronger, customer-focused team
Discover how AvidCX helps homebuilders like Crystal Creek Homes turn customer feedback into action across their teams.