Integrator Insights: Measuring Success Through Client Satisfaction
What’s the number one metric used by AV Integrators to determine the success of an installation project? We asked six talented integrators to share how they measure the success of a project and the answer was unanimous – client satisfaction.
Here is what they said…
[TB] Customer feedback is definitely important. We want to do everything we can to make sure we aren’t getting a ton of calls. If the client is reporting problems, then that is the major issue for us. The ultimate goal is to get repeat business and so when the client picks up the phone to get our help on a new project, that is always a great sign!
[SM] Customer feedback is so important; our clients trust us, our culture and our post- sales support. It’s no surprise we get a lot of repeat business that way. The owners, architects, and consultants that end up hiring us to design their systems, they do it because they trust our decisions…product choice being one of the most significant decisions. Simply put, they trust our trust in our vendor relationships and product performance. In this business, word of mouth, recommendations, and the measured success of your last job are so critical. We have many exciting projects coming up, we are currently designing new systems for a large hotel renovation and expansion with a convention center, a large stadium project and several other sports facilities, house of worship, and multiple higher education environments. We plan on specifying and designing LEA Connect Series amplifiers into the systems where we can.
[CS] We have a few ways that we measure success, I always look to measure the number of calls from clients I’m getting. I’ll look at the number of complaint calls vs the number of complimentary calls.
[JV] We spend a lot of time after the project, connecting with clients, discussing how things are going and where they are at. We also do a fair amount of training when we are on the job and past the completion date, so we give them plenty of opportunities to show what they are doing.
It’s great when a good system comes together and we don’t have to do workarounds. That’s what stood out to us when working with LEA Professional, it all came together so well.
[MC] I mean it’s a little cliched, but we always want to say—did the bottom line look right? One thing that is unique about our company, at least form my experience in this market, is that we will never walk away from a project, even if a problem wasn’t our direct issue. We stay throughout the whole project and we really value our customer relationships. We surely want the projects to be profitable, but more than anything we want to make sure our customers are happy with us in the solutions.
[IS] To tell you the truth, it’s all about feedback for me. I love when friends and family go to one of the venues I’ve worked on. A lot of the time they will reach out to me, take pictures, and say, “Hey, this came out amazing.” That is the best thing I can hear and motivates me to keep improving with every project.
[AM] For me, it starts with the reaction of the customer when you hand the space over. When they get the space that they entrusted you to build and their reaction is “wow”, or “this is great”, or “my boss is going to be really happy” when you see the sigh of relief, that’s really what I enjoy the most. It’s also one thing that the space sounds amazing, but it should also be aesthetically pleasing, and most of all it should meet the customer’s requirements.
The trick to good sales and good engineering is a delicate balance of giving an opinion, but not telling the customer what they need to think. You let them dictate the path you walk down, but you tell them, “watch out for this pothole, watch out for this puddle. See that branch? It’s going to hit you later”. And that’s really the balance that you have to hit.
Share your own thoughts about measuring the success of an AV installation project in the comments below or reach out to us on our social media channels.
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