Most builders only find out a customer is unhappy once it has already cost them. At the end of the build, in a Google review, or in the dreaded Facebook groups. And the referral goes with it.
This week Az unpacks The Pulse by Australian Building Research and shares results from the builder trials that have been running quietly in the background. One short text at each stage of the build. Deposit, slab, frame, handover. Every reply lands in a live dashboard so you know exactly who to ask for a review, who to call, and what to fix.
Then he gets into the three things most people don't know it does.
- It chases every issue until the loop is closed. Not quarterly reporting, a live workflow. A score drops, a recovery case opens, someone owns it, the outcome gets logged. Builders on the trials reported responding to issues 3.2 to 3.5 times faster.
- It reads your team and their workload. Communication, quality and care scores show who is driving a great experience and who needs a hand. One builder spotted a supervisor carrying too much, reallocated the work, and watched the scores lift.
- It benchmarks you against the industry. Every builder on the platform is measured on the same independent scale, so you can see where you sit at every stage rather than tracking against gut feel.
Az also shares the strategy behind it all: the same customer experience approach he ran at GJ Gardner Homes during the Most Trusted Builder campaign.
Whether you use the platform or not, the message is the same. Measure the experience, close the loop, and know how you stack up.
#thegoodbuilder #constructionindustry #buildingbusiness #australianbuilding #customerexperience #homebuilders