My issue with this is what is the criteria for evaluation? Is it based on the SOP? I am guessing not because most clients don’t take the time to read the SOP. So how can the quality of the inspection service be evaluated when the criteria being evaluated is not the same criteria or standard to which the inspection was performed?
I spoke with Chad who is the Open Book Program Manager. Here is his contact information.
Chad Dierickx | REDFIN | Open Book Program Manager email@example.com | Tel: 206-576-5982
At this point he is not interested in changing the style or method of review. He stated the review is a subjective “loyalty” review and not tied to actual inspection quality. I explained to him that customer satisfaction can only be accurately rated when the service rated is against a known standard. He backed up his position with the fact the the rating system is in use in many other similar venues and they have been using it for over 8 years. I explained that the relationship between inspector and client and Realtor and client are very different. We (inspectors) get one shot and many times don’t even meet our clients (despite our best efforts). Where as the Realtor may meet several times with a client over a period of weeks, months, years and has many opportunities to build “loyalty”. How can these evaluation system be similar and yet accurate? I propose they cannot and should not be.
Chad also stated that the program is NOT OPTIONAL. Inspectors will be reviewed regardless of their desire to participate.
I can see an opportunity for the inspector community to use this as a great marketing tool but we need to have input into the review process to make it fair.
I suggest we all forward our comments and thoughts to Chad so we can have an impact on this process which we will be a part of with or without our consent.