Neil Kelly Home Performance goes above and beyond to ensure its work is of the highest quality
Simply getting the job done isn’t enough for Neil Kelly Home Performance. They want to be sure that every job is done extraordinarily well and they do so by holding themselves to high standards. “We take great pride in our generations of satisfied clients over the last 67 years, and maintain our long-standing reputation by striving to exceed customer expectations,” says Tom Carroll of Neil Kelly Home Performance. With priorities of customer satisfaction and quality workmanship in mind, Neil Kelly Home Performance evolved to incorporate exceptional quality control measures. The company completed an eight-month quality consultation program with Advanced Energy and Energy Trust of Oregon. Of the eight Oregon companies that participated, Neil Kelly implemented the most robust internal quality control process and comprehensive quality management plan. Proof of their success comes from their Sponsor Energy Trust of Oregon, who says they have a three star rating, the highest rating possible, for maintaining a high quality assurance score and exemplary customer service.
Neil Kelly Home Performance is leading the home performance contracting industry by embracing the concept of the Quality Management System (QMS). This method is a more intensive version of Quality Assurance (QA), in which programs review an individual product or service to ensure all specifications are met. QMS goes beyond QA by assessing whether the product or service meets the expectations of the customer and effectively and efficiently works within the system of the house. Neil Kelly Home Performance utilizes the data produced by the QMS process and customer reviews to improve overall service delivery. A third party provider asks each customer for their opinions on the professionalism, cleanliness, and communication skills of their contractor. Tom Carroll says, “The information submitted on these evaluations is used internally to ensure each customer is fully satisfied and to continually implement and improve processes and systems to ensure a quality customer experience.”
To ease customer concerns, a constant communication channel between the homeowner and the contractor is maintained for any questions that may arise during the course of the project. Tom Carroll says that “by providing the homeowner with a single point of contact from contract negotiation all the way through the final test-out, our homeowners can quickly get the answers they need to any questions that come up and have any concerns addressed right away.” Neil Kelly Home Performance was recognized with a 2014 Housing Innovation Award for Industry Leadership and Customer Relations for its successes in quality management and customer satisfaction.