What Our Customers Think of Us
These are just a few of the most recent comments. We have a book in our showroom that contains all the comments by our customers. We would be proud to have you read all of them. -Charlie & Mary Jo Vogel, Owners
We have always been concerned with customer service but admittedly like most small businesses did so on an informal basis. In 2001, we wrote and adopted a formal Arcade Floors Carpet One Customer Service Program. Carpet One was so impressed with our program that it has adopted much of ours for the Carpet One version - Customer One. While there are many parts, the keystone of our program is the Customer Survey. We send it to every customer along with a self-addressed, stamped envelope. More than 80% are returned to us...a very high percentage for customer surveys in general. The survey is designed to help us measure how we are performing in specific areas and as a company overall. If you do not measure, you do not know if you are getting better or worse. If you live in Baltimore, Baltimore County, Towson, Timonium, Harford County, Carroll County, or Howard County, we want to be your flooring store and we will earn your business. We are very proud to say that during these nine years, Our Average Overall Customer Satisfaction Score has never been below 97% and usually hovers between 98% and 99%. Each quarter, we score all of the surveys we have received and publish an in-house report to our employees. In that report, each department is scored. There is also an area of the report we call The Great, The Good, The Bad, and the Ugly. It is the verbatim comments from our customers that appear on the surveys. Fortunately, we have not had any that we would consider Ugly. They are not sugar coated. They are word for word off the surveys. Below are comments from our last report.
"Since we are repeat customers, that speaks for itself. The Installation Department quickly scheduled a return visit to install a piece of cabinet molding. Scott is an extremely neat workman. He is friendly and competent."
"Lee was helpful as usual. Work done by Pat was great! Keep up the good work."
"Neat and quick clean up after installation. Replaced everything in the right location in room. The team worked well together."
"After having been to Home Depot, I felt like I had entered another world and was dealing with people who knew what they were doing and really cared. Appreciate their efficiency and quick, unquestioning response to our concerns. Pat was fantastic. I am well pleased and plan on having more work done by your company in near future."
"One of the BEST in the business. Arrived everyday on time, cleaned up everyday. Did an A+ job. Went the extra mile."
"They did a beautiful job...very professional. Stayed late to finish the job. Shawn and Cory are great guys!"
"Great! Everything was great!"
"Lee was very helpful and informative. The installers, Don and his helper, were polite and courteous. We are very happy with our hardwood floors."
"Top Notch Shopping Experience. Installers were very courteous and friendly. The initial length of time it took to start the project left a little to be desired, but the finished project overrode all."
"Vernon was great to work with. Funny too."
"This is the third time I have worked with Mark. What a professional!"
"Vernon gave us very good service and was nice and easy to deal with. I did not get my floor care kit at the time but was able to pick it up. Scott was very professional and did an excellent job. My husband and I were pleased with the Arcade Experience. Everyone we met was cordial and helpful."
"Francis was great. I chose the carpet he suggested and could not be happier. He was so patient and made it easy. The installers did a great job and everything was put back perfectly."
"The best customer service I have ever experienced; so superior to the competition that I would not hesitate to purchase from you again. Thank you, Mark. Shawn and Cory did an excellent job. I will continue to recommend you to my friends and family. Thanks again."
"Excellent, Excellent, Excellent. I could not be more pleased."
"We have been your customers since 1993 and keep coming back for more."
"I was completely satisfied. Everyone who has seen my new kitchen floor loves how it looks and how well done it is. I am so glad I came to Arcade."