Customer Relations Playbook

Delivery Timing (After COE)

Expiration after Initial Invite

# of Reminders Before Expiration

Survey Type

Move-in

3–7 days

70 days

3

There are 3 questions associated with the Key Measures regarding home quality, whether we met our commitments to our Buyers, and whether the Homeowner would refer Century to friends or family members. The company goal is to achieve at least a 90% Key Measure score.

54 | Eliant | CUSTOMER RELATIONS PLAYBOOK