Client Spotlight

Ontario, Canada

Challenge: Mattamy Homes operates 10 home-homebuilding divisions in the United States and Canada. The East Greater Toronto Area (EGTA) Division was one of the fastest-growing divisions, closing 1,400 homes in 2005. With the rapid growth, EGTA struggled to maintain high levels of customer satisfaction commensurate with other Mattamy Divisions.

AVID Solution: In 2003, AVID Ratings started to survey all of Mattamy’s customers in both the United States and Canada to gather key data that would help identify weaknesses, as well as shed light on any dysfunctional aspects of the company’s culture. Then AVID conducted on-site audits to observe firsthand the home-buying experience both on and off the construction site. This information was applied to the AVID Scorecard, which compares a company’s performance with the best practices of leaders in customer satisfaction.

A regression analysis of the survey findings, combined with on-site observations and scorecard results, was used to develop a strategic plan. In Mattamy’s case, AVID determined that the homebuilder was missing a key element: a process map that clearly and efficiently laid out every aspect of the customer experience. For the next six months, the AVID team mapped the processes of the entire organization. This lead to significant changes, including the restructuring of a key department.

Results: These changes, along with tremendous executive leadership, resulted in significant gains for the company. Within two years, this program turned Mattamy’s lowest-rated division, EGTA, into the #1 rated division in the company. This enabled the entire company to be rated the #1 builder in customer satisfaction for the Greater Toronto area. In addition, the company is proudly hailed by J.D. Power & Associates as #1 in Canada in customer satisfaction. Further success continues to spread to other divisions. In 2006, Mattamy Homes–North Halton Division was the first Canadian company to win an AVID Award, recognizing it as having the highest-rated customer experience among builders of 500 or more closings throughout North America.

Today, AVID continues to provide Mattamy Homes with corporate-wide research services, customer satisfaction awareness, report/data integration and organizational consulting. Peter Gilgan, founder and CEO of Mattamy Homes, is focused on making Mattamy Homes #1 in customer satisfaction in each of its markets, and he has fully utilized AVID to be Mattamy’s partner for success. “AVID has been critical to our company’s success in delighting its customers and growing our reputation for building quality homes,” he says.

For more info visit:     Mattamy Homes