Frequently Asked Questions
Select a question to read an answer
Each company must undergo a rigorous rating process and earn a customer satisfaction rating of 90 or higher (on a 100 scale). Companies that score Highest in Quality and Helpful Expertise® in customer satisfaction, insurance coverage, license, business practices and complaint bureau status earn Diamond Certified. Most companies can’t make the grade.
The following questions are asked:
- On a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied, how do you feel about the quality you most recently received from (name of company)?
- If you needed these services in the future, would you use (name of company) again?
- If you needed any helpful expertise, did (name of company) provide that expertise?
- When you think about (name of company), what would you like to tell other consumers?
- What did you like best about (name of company)?
- What do you think (name of company) could do to improve?
Unfortunately, many online review sites are plagued with fake and cherry-picked reviews, where anonymous posters pretend to be customers and reviewed companies solicit their favorite customers to post reviews. Conversely, our ratings are based on statistically reliable research that’s derived from a large, random sample of each company’s verified customer base. We conduct telephone surveys to ensure we survey only real customers of the company being rated, and we require every Diamond Certified company to pass ongoing research and credential ratings in order to maintain their certification.
Contact the senior manager of the company and explain the problem. Use the original service contract for reference. Describe what reasonable measures the company can take to correct the problem. If the issue remains unresolved, please review the terms of the Diamond Certified Performance Guarantee and contact us at (800) 738-1138.
It’s possible, but highly unlikely. A company with low customer satisfaction has a problem hiding that fact because most customers don’t bother complaining. We survey a large, random sample of past customers, conduct ongoing research and monitor all complaints received. Companies that fail to keep their customers satisfied are disqualified.
All companies are guaranteed anonymity in the rating process so they’re more likely to apply to be rated. To be safe, use a Diamond Certified company.
Only companies rated Highest in Quality and Helpful Expertise® earn Diamond Certified. In addition, we limit the number of companies participating by industry, so while there are enough companies displayed to provide you with choice, the limited number allows us to closely monitor these companies to ensure your satisfaction.
Companies that go through the rating process pay a rating fee and receive a pass or fail research report. Companies that qualify and earn Diamond Certified pay an annual certification fee, allowing us to monitor the Diamond Certified brand, conduct each company’s ongoing customer satisfaction research, provide mediation, back you with the Diamond Certified Performance Guarantee, and educate the public.
The rating steps that we conduct are described in the previous FAQs. We do not conduct criminal background checks. So, 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 what 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 check out the Megan’s Law website at www.meganslaw.com. Information is power. It is our hope that this information has provided an added measure of decision-making power in your hands.