I’ll drag in a little ancient history to the conversation that helped me in my day.
We instituted an “inspection checklist” required to be completed by the installers at the end of a job. It covered everything from verifying the installation of everything on the contract to testing them. It included signs, decals, instruction as required, clean-up .... you name it.
That was followed by an almost 100% physical inspection / verification by a service tech. The benefit was the crews receiving the best scores got to pick jobs when appropriate. If the issue was minor, the tech would correct at that time and note the discrepancy.
It seemed like it would burden our service department and create an issue with customer perception.
What it accomplished was a reduction in “under 90 day” service calls. It turns out the majority of our service calls were within warranty and within 90 days. Service and customers were happier.
It identified which techs were “skipping details” which many times we would not have known about. Things like leaving a mess or no decals, signs....all the typical “It’s done, BUT”
A majority of our return calls were from a minority of installers and the checklist alone reduced many because they had to sign it and turn it in.
That leads to how it financially benefited the company. Payments were prompt because dumb little items requiring a return visit to finish were reduced.
As for the customer, we had a case where we notified the customer at the time of sale about the inspection process. This particular team of installers had a long standing 100% rating so I called to see about not scheduling the service tech. That was not acceptable to the customer, that was one of the reasons they chose us.
The KPI was monitoring completed installations and work quality. Who better to inspect than the person who would get called back to fix it?