PRESS ROOM

Master Manuals maintains customer confidence in latest satisfaction survey

July 30, 2007 (SAN DIEGO, CA) As a barometer of the company's success, the results of Master Manuals' latest customer satisfaction survey revealed a continuing trend of customer confidence and growing influence.

The survey revealed a 93.5% overall customer satisfaction rate. Additionally, when asked whether the Master Manuals solution met their expectations, an overwhelming majority, 95.9% responded yes. In fact, nearly two thirds of the respondents noted the solution exceeded their expectations.

"Of course I am humbled that our customers hold us in the highest regard; that we move beyond the status of 'vendor' and move towards one of valued solution provider" said Master Manuals CEO Steve Fabry, "However, it is important we do not get complacent. Although the numbers are impressive, we will continue to find ways to improve the experience from soup to nuts."

This is the second annual survey conducted by Master Manuals. Over 31% of the customer participated in the survey, a 37% increase over last years numbers.

"Our customers believe they have a voice and that voice is heard," Fabry said. "For instance, last year we scored lower than anticipated in a particular operational area. As a result we created a new streamlined process. This year the scores in the same area are up nearly 10%. It's what I like to think of as customer-centric progress."

The survey, conducted between June 18 and July 1 asked 24 different questions that spanned the entire customer experience from sales to custom product development to production to customer service and post-delivery after care.

Some other notable results include:91.9% of the respondents would refer Master Manuals to other divisions within their organization; 90.2% said they are likely to use Master Manuals solutions again; and, 87.7% noted that our solution was superior to what they had provided before.

One of the more unexpected results revealed a difference in why customers initially use Master Manuals' service and the greatest value they receive as a result of the solution. 76.1% of respondents noted that reducing risk was the most important factor when deciding to use Master Manuals. Yet, when the solution is deployed, respondents gauged the top value as customer satisfaction at 71.9%.

Fabry explained, "What this tells us is that homeowners respond positively to a builder's efforts to define and meet expectations...especially post-move in. And although the solution does lessen a builder's exposure to risk, its furthest-reaching value is as the cornerstone of the continuing relationship between builder and owner."