1. B Y T O M G I L L E S P I E
NHQA CRITERIA
BUSINESS RESULTS

2. CUSTOMER SATISFACTION
• Survey results are tracked and used to effect
improvement.
• A third party surveys and measures customer
satisfaction levels.
• Formal process are in place to review, establish
action steps and follow up on measurement results.
• Satisfaction levels one year after closing are within
10% of closing levels.

3. FINANCIAL
• Financial results include sales, gross margin, pre-tax
net profit and return on investment.
• Financial results tracked with formal processes to
review, establish action steps and follow up on
measurement results.
• Financial results are benchmarked against other
companies and industry averages with results used
in managing for improvement.

4. OPERATIONAL
• Operating metrics include sales, construction,
delivery, warranty service and trade partners.
• Operating metrics have formal processes in place
to review, establish action steps and follow up on
measurement results.
• Operational metrics are benchmarked against
other companies and industry averages and used
in managing for improvement.

5. OVERALL
• Tangible measures exist to determine business
results.
• Measures align with vision, mission, goals and
objectives of the company.
• Measurement results a key component of how
company is managed.
• Key measures shared and used to enhance overall
company performance.