Client Spotlight

Salt Lake, Utah

Challenge: Holmes Homes was the leading builder in Daybreak, Utah, one of the largest multi-builder master plans in the United States. Yet, it’s customer satisfaction scores were not as high as the company wanted, and the number of homebuyer referrals was low. At the same time, the company was planning to expand by opening up two new divisions, one in Phoenix, Arizona, and another in Boise, Idaho. Before entering these new markets, the company wanted to fine-tune its operation to ensure optimal success with its growth plans.

AVID Solution: AVID Ratings helped Holmes Homes conduct the necessary survey work to better understand its customers’ experience and gauge their true loyalty. This information, along with an organizational audit and process map of the entire organization, lead to some key diagnoses and a reengineering of the company’s processes.

Following the strategic planning phase, AVID led the implementation process, including a special presentation at the company’s annual meeting and a full-day employee training session on how to integrate the changes throughout the organization. Holmes Homes continues to use AVID’s complete line of surveys and has relied on AVID for sales and marketing advice, competitor analysis, and even rethinking its land development process. In fact, Holmes Homes has engaged AVID to be its lead advisor in the roll out of the two new communities.

Results: Holmes Homes, a model student of AVID’s programs, has successfully expanded into two new markets. Thanks to its use of AVID surveys, audits, strategic planning, and process mapping, the company has become a more efficient builder, decreasing expenditures while building more homes on time.

Since working with AVID, Holmes Homes has increased its average Total Home Buyer Satisfaction score by 12.2 points, compared with a North American industry average increase of only 0.3. Even more impressive is that the company’s “recommend to a friend” average score rose by 26.7 points.

Further successes are expected as the company continues to take advantage of AVID’s training programs.

For more info visit:     Holmes Homes