Customer Communication Plan (Data Collection) | Optional

To better understand how we interact with our customers, we are reaching out to all PJMs who have been with NVR for 2 plus years to have them document their customer communication for the next 2 weeks.  Our goal is to collect and categorize the breath and scope of these interactions to see if there is a way to improve the experience for both the customer and project manager.  This request is optional and only PJMs who have the time should participate.  It is recommended that we get some participants in every region of the company to get a good representation of the customers from their divisions.

An email was sent on 7/9 to all PJM with 2+ years at NVR.  Included on the email was the RPMs and PMs.  We will collect these interactions until 7/20 at which point we will analyze our findings.

Below are the 3 different forms that are to be used in the collection process.  It is important that you click on the information button next to each field the first time to make sure you are entering it correctly.

• NVR Meetings = Pre-Con, Pre-Drywall, Pre-Settlement (NHO)

• Planned Interactions = Service, weekly Updates or drop in

• Unplanned Interaction = Something you were not prepared for, adhoc