While we have always been committed to customer service, in 1995, we adopted a very in depth Customer Service Program. There are numerous parts to this program but the keystone is the Customer Survey. We send a survey to every customer along with a stamped, self addressed envelope. We receive approximately 84% of our surveys back which is a very high percentage as surveys go. From those surveys, we are able to grade each department in our company and get an Overall Customer Satisfaction Score. Our Overall Customer Satisfaction Score for our most recent quarter was 95.5%. Below are just a few of the verbatim comments directly from this past quarter's surveys.

 

"This was our second time having carpet installed and we are very pleased with your store. Thank you!! P.S. Mark was great!" Laura B.

"Our recreation room is beautiful. Thank you. This was the nicest experience I have with a company in years from being helped in the store to having Shawn and Jeremy in my home for three days. I know this was a large job with some outside issues but Arcade handled all them with professionalism." Mary E. P.

"Our son recommended you to us. Very attractive and customer friendly shopping. Our installers were excellent. They worked hard and cleaned up when they were finished. I would definitely recommend Arcade to anyone." Elvina W.

 "My wife and I are very pleased with entire job." John K. "

We appreciated Mark's low key approach. Once he ascertained what we were looking for, he led us to the right area and allowed us time to talk but he was there if we had questions. We also appreciated Patrick's expertise when he was faced with a damp basement floor. At his suggestion, we bought a dehumidifier and that enabled Patrick and Cameron to finish their job the following day." Helen B.

"This is our second purchase from Arcade. Lee was great and Installers were great. I only gave you a 9 because no one is perfect." Bonnie C.

"Wonderful Job. Excellent installers. Please thank Mark for us." William O. "

Showroom updated from our previous experience. Very nice. Vernon was great…a real gentleman. Installers were Excellent, Kind, and Paid attention to detail." Marshall O.

"Have dealt with Lee Butz on several occasions-only place we shop for carpet." David M.

"The first contact was in our home to look at the floor as a friend recommended Arcade. Very professional, knowledgeable, answered all questions and made suggestions. Installers improved the threshold where the new floor meets the old floor beyond our expectations." Amy S.

"Because of past positive experiences with Arcade Floors, I am a repeat customer." Deborah B.

"I was impressed from the time I walked in the front door. The 2 men who did the install, did a great job and were very professional." David H.