You already know you can use diamondcertified.org and the quarterly Diamond Certified Directory to find all types of service companies that have been independently rated Highest in Quality…but do you know how a company becomes Diamond Certified in the first place? Here’s a breakdown of our 12-step certification process and what it means for you, the consumer.
The company must apply to begin the rating process.
A random sample of typically 400 past customers is collected from all customer files of the applicant company.
Only real customers are surveyed in confidential telephone research to determine the company’s customer satisfaction score based on quality. 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.
To qualify, the company must score Highest in Quality, with a score of 90 or above on a 100 scale. By requiring such a high score to qualify, we cut out mediocre and poorly performing companies.
We confirm that the company has required insurances and valid State-mandated credentials.
The company must perform to contract, have customer-friendly business practices and stand behind its work.
The company agrees to adhere to the Diamond Certified Customer Satisfaction Principles.
If the company’s quality rating, business practices and credentials meet our high standards, it is awarded Diamond Certified.
We conduct ongoing surveys to ensure the company is maintaining high customer satisfaction and loyalty.
The company agrees to participate in Diamond Certified mediation if necessary.
The Diamond Certified Performance Guarantee provides added assurance of the company’s commitment to customer satisfaction.
Companies that are able to qualify for and maintain their Diamond Certified awards are much more likely to deliver quality to their customers.