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How Quality Roofing reduced negative reviews and improved CX with SurveySparrow

Reduced 1 and 2 star reviews through proactive feedback management

Faster issue resolution with automated ticketing workflows

Better visibility into customer sentiment with real-time reporting

About Quality Roofing

Quality Roofing is a residential and commercial roofing contractor serving customers across Northwest Florida and the greater Orlando area. Specializing in roof replacements, repairs, gutters, solar fans, and commercial roofing systems, they are known for delivering high-quality roofing solutions backed by a strong focus on customer experience. From the first customer interaction to project completion, Quality Roofing emphasizes responsive service, clear communication, and building long-term trust, helping it become one of the top-rated roofing companies in the Pensacola area.

Pensacola, Florida

B2C

Industry

Construction

Use Case

After using SurveySparrow, we’ve seen a clear improvement in our Google review ratings and significantly reduced one- and two-star reviews. The platform helps us proactively capture customer feedback, identify issues early, and turn frustrated customers into satisfied advocates. Having access to objective customer feedback and automated insights has helped our team improve service quality and deliver a more consistent customer experience.

Benjamin Murphy

Director of Marketing at Quality Roofing

Goal

Quality Roofing aimed to make customer experience a core part of its operations by building a more proactive and measurable feedback process across the entire customer journey. They wanted to stay closely connected to customer sentiment, gather real-time insights after project completion, and ensure every customer interaction reflected the company’s service standards.

The goal was also to create a system that could help the team respond quickly to customer feedback, improve service quality, and strengthen online reputation through consistent customer engagement. In addition, Quality Roofing wanted to automate reporting to help make faster decisions, improve team performance, and deliver a more consistent customer experience at scale.

Challenges

Previously, Quality Roofing primarily relied on Google Reviews and manual follow-ups to understand customer sentiment. While reviews offered some visibility, the team lacked a centralized system to consistently capture feedback, measure satisfaction, and proactively address negative experiences before they became public.

The team had also explored tools like Jotform and Typeform for collecting feedback. While these platforms worked well for creating standalone forms and offered strong user experiences, they lacked the integrated workflows and customer experience capabilities needed to manage feedback at scale. Automating reporting, routing issues to the right teams, and connecting customer feedback with operational workflows often required additional integrations and manual effort.

As operations scaled, maintaining a consistent customer experience across multiple touchpoints became increasingly challenging. Resolving customer concerns often required manual coordination between teams, slowing response times and making it harder to act on feedback efficiently.

Quality Roofing ’s take on CX

“For us at Quality Roofing, customer experience is one of the most important parts of the business. A lot of companies can provide roofing services, but what truly sets you apart is how you make customers feel throughout the process. From the first phone call to the final walkthrough, we want every customer interaction to feel responsive, professional, and trustworthy.

In an industry where reputation and referrals play a huge role, delivering a consistent customer experience is just as important as delivering quality work. We believe customer feedback is essential because it helps us understand where we’re doing well, where we can improve, and how we can continue building stronger relationships with our customers as we grow.”

Solution

To build a more proactive and scalable customer experience process, Quality Roofing implemented SurveySparrow across key stages of the customer journey, especially after project completion and final payment. The team used customized NPS surveys to capture customer feedback, measure satisfaction, and better understand the overall customer experience.

Using SurveySparrow’s conditional logic and ticketing management, they created an automated process to identify and respond to dissatisfied customers. Low ratings automatically triggered service tickets and notified the relevant production managers, helping the team resolve issues quickly before they turned into negative public reviews.

The team also used the reports and executive dashboard to share weekly customer feedback insights with territory managers, giving leadership better visibility into customer sentiment and service performance.

Beyond customer feedback, Quality Roofing also used SurveySparrow for employee engagement surveys to streamline internal workflows.

How we hit the mark

NPS surveys
Executive dashboard
Ticket management
Dedicated support

Results

With SurveySparrow, Quality Roofing built a more reliable and customer-focused feedback process that directly improved its online reputation and service consistency. The team saw a noticeable reduction in one- and two-star reviews while increasing positive customer feedback through faster issue resolution and more proactive customer engagement.

The platform also gave leadership better visibility into customer sentiment, helping teams identify service gaps earlier and take action before issues impacted the broader customer experience. This created stronger accountability across teams and helped standardize service quality as the business continued to grow.

As a result, Quality Roofing was able to strengthen customer trust, improve operational responsiveness, and create a more consistent experience across the customer journey.

Looking ahead, they plan to expand use of SurveySparrow with additional micro surveys to better understand customer behavior, brand perception, and marketing performance.