Morrison Homes: Committed to customer satisfaction

For more than 30 years, Morrison Homes has built a business around a commitment to customer satisfaction. Selling more than 3800 homes in 2003, Morrison Homes is taking their commitment to new levels by broadening their service offerings and raising the standards of customer service throughout the industry.

This Atlanta-based company has researched and identified critical drivers of customer satisfaction in the homebuilding industry and established a process called the Seven Points of Contact to involve the buyer in every step of building process.

Success in customer satisfaction is measured through homebuyer surveys administered by Woodland O’Brien. These surveys measure drivers of customer satisfaction like honesty and integrity, accuracy of home completion date, value of price paid for home and options, and overall customer satisfaction. When compared to J.D. Power and Associates national averages for the same categories, Morrison Homes continuously exceeds the average in all key drivers.

In the 11 divisions across the country where Morrison Homes operates, a dedicated team strives to enhance the customer experience by including value added services like the Signature Selection Design Center, Morrison Financial Services (MFS), and the Two Year Blanket Warranty.

The Signature Selection Center provides customers with a private, one-on-one consultation with an experienced design specialist to guide them through all of the available home options and ensure the decorative flow of the home. Home options include a wide variety of flooring, lighting, cabinets, countertops, and fixtures. Numerous choices for the interior of the home such as fireplace surrounds, mantles, staircases, crown molding, chair rails, built-in bookcases, doorknobs, Whirlpool appliances, security systems, and home theatres are also available. Morrison customers who buy at the Signature Selection Center have the added benefits of rolling the purchase into their home mortgage to minimize out of pocket expense, avoiding sales tax, and are guaranteed to have their selections in the home before they move in.

“Our customers really appreciate our wide selection of finishes for their homes, and the fact that they don't have to run all over town to get them,” said Tracy Reid, design specialist in Atlanta.

Morrison Financial Services (MFS), the lending arm of Morrison Homes, aims to provide one stop shopping convenience with the most professional and competitive finance service. By working with Wells Fargo and Mortgage Direct, Morrison Homes is able to offer a wide variety of finance programs to fit all customer needs. Each MFS Representative takes into consideration credit, income, down payment needs and Government Subsidy assistance programs for each Morrison homebuyer.

“Financing with MFS facilitates close communication between the lender and the builder to help ensure the customer locks in at the best available rates. The buyer is guaranteed an honest price and a lender who is 100% focused on keeping Morrison customers happy,” said Tawn Kelley, president of Mortgage Direct.

In addition to services like the Signature Selection Center and MFS, Morrison Homes offers a Two-Year Blanket Warranty that warrants all mechanical fixtures for two years after the purchase of the home in addition to the manufacturer’s warranty, as well as a ten-year structural warranty. Morrison Homes takes proactive measures by scheduling warranty inspections at 2, 11, and 22 months to ensure convenience and satisfaction to all customers.

Morrison Homes is backed by loyal customers that give Morrison one of the highest builder referral rates in the industry. It is this uncompromised customer service that gives Morrison Homes a significant edge over other builders.