Case Study: Traditions Building Group

Avid Ratings Helps Traditions Building Group Exceed Customer Expectations

Company Overview:

Website: www.traditionsgroup.com

Headquarters: Cincinnati, Ohio

Number of Employees: 18

Revenue: $21.5M in 2017

Type of Builder: Semi-Custom

Avid Products Used: GoSurvey

Prior to 2007, award-winning Cincinnati-based homebuilder Traditions Building Group had been using an in-house survey program to solicit customer feedback. However, they recognized that a third-party company could provide access to deeper, more actionable insights. So, they turned to industry-leading Avid Ratings with hopes of transforming customer experience and, more broadly, their business.

Exceeding Customers’ Expectations

Avid’s GoSurvey tool now gives the Traditions team a broader — and more in-depth — view of all parts of their business. Says Traditions Senior Vice President Ted Hoerstmann, “Avid helps us identify weaknesses in our processes or products, which we then take steps to improve.”

The Traditions team finds that they now exceed customers’ expectations when it comes to building their home. “Avid has helped us abandon some of our more inflexible systems,” says Hoerstmann. “Now, we see that being flexible and accommodating has played a key role in our success.”

Traditions’ Hard Work Pays Off

Because Avid services such a wide range of builders, the Traditions team is able to benchmark their survey scores against some of the best in the industry. In 2017, Traditions received an Avid Diamond Award: a testament to the impressive strides they had made as a company since partnering with Avid.

“We had the highest score of any builder in North America,” says Hoerstmann. “I was so proud of our team. They work incredibly hard — and they have such big hearts that providing exceptional customer service comes naturally to them.”

An Unexpected Benefit of Avid’s GoSurvey

Aside from helping the Traditions team improve their products and processes, Avid’s tools have helped shed light on the importance of customer service as a whole. When asked about Avid’s overall impact on the Traditions business, another team member replies, “Avid has made me appreciate just how dynamic our colleagues are. Systems are necessary, but the way you treat someone else is the real benchmark at the end of the day.”

“Avid has helped us abandon some of our more inflexible systems. Now, we see that being flexible and accommodating has played a key role in our success.” Ted Hoerstmann – Senior Vice President

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