In 1995, Carpet One created the Installation Excellence program, in which storeowners receive consumer surveys that rate the levels of service during sales and installation. These surveys reinforce which areas of the store's business need to improve.
The program also assigns certain responsibilities to each employee, giving storeowners the opportunity to recognize and reward their employees. Finally, it helps to ensure that consumers, salespeople and installers all have the same expectations throughout the sales and installation process.
According to Carpet One, participating stores receiving fewer installation and service related complaints, more customer referrals, and more return customers.
Currently, there are 107 Carpet One retailers in North America that have achieved 5-Diamond Installation Excellence status -- the highest level of Installation Excellence. In order to be considered a 5-Diamond member, a retailer must receive consistently outstanding scores on their customer satisfaction surveys, which requires the combined dedication and efforts of a store's entire staff.