The Certification

Our rigorous 12-step company certification process is the most reliable anywhere. We survey a large, random sample of REAL customers by telephone to get the most accurate rating and verify only actual customers are responding. By surveying from a company’s entire customer base, we ensure the results of our study, good or bad, truly represent the company’s customer satisfaction level. All responses for each Diamond Certified company are displayed on its Diamond Certified Company Report page.

Each respondent is identified by first name and last initial to protect their privacy. If a response is overtly negative or a respondent’s first name is easily identifiable because of uniqueness (either due to its rare use in American society or because of small respondent sample sizes), the name will be altered using a strict formula. This is to protect the anonymity of the respondent while including their feedback for other consumers to review.

Companies must score Highest in Quality in customer satisfaction (a 90+ on a 100 scale) and pass all our credential-based ratings to earn Diamond Certified. By requiring such a high score to qualify, we cut out mediocre and poorly performing companies. We then conduct ongoing research and ratings to ensure all companies maintain their high performances.

American Ratings Corporation conducts stringent customer satisfaction research

1. APPLY
The company must apply to begin the rating process.

2. SAMPLE
A random sample of typically 400 past customers is collected from all customer files of the applicant company.

3. SURVEY
Only real customers are surveyed in confidential telephone research to determine the company’s customer satisfaction score based on quality.

4. SCORE
To qualify, the company must score Highest in Quality, with a score
of 90 or above on a 100 scale.

Rigorous standards are enforced

5. CREDENTIALS
We confirm that the company has required insurances and valid State-mandated credentials.
6. PRACTICES
The company must perform to contract, have customer-friendly business practices and stand behind its work.

Only the highest rated pass

7. COMMITMENT
The company agrees to adhere to the Diamond Certified® Customer Satisfaction Principles.
8. AWARD
If the company’s quality rating, business practices and credentials meet our high standards, it is awarded Diamond Certified.

We require ongoing customer satisfaction and performance

9. MONITOR
We conduct ongoing surveys to ensure the company is maintaining high customer satisfaction and loyalty.
10. MEDIATE
The company agrees to participate in Diamond Certified mediation if necessary.

11. GUARANTEE
The Diamond Certified Performance Guarantee provides added assurance of the company’s commitment to customer satisfaction.

12. QUALITY
Companies that are able to qualify for and maintain their Diamond Certified awards are much more likely to deliver quality to their customers.

Criminal Background Checks Are Not Conducted: The rating steps that we conduct are described on this page. We do not conduct criminal background checks. If this is important to you when choosing your next service provider, do not hesitate to ask the company representative whether the employees who will be working in your home have passed criminal background checks and if any additional measures will be undertaken to protect your family and your property while work is in process. If you have children, you may also want to review the Megan’s Law website. We hope that this information has provided you with an added measure of decision-making power.