FAQ's - Member Services Questions

1. Do I send out the surveys following a closing or does QSC^® do that for me?
2. How/Where do I submit the names & addresses of my clients for the survey process?
3. Can I request copies of the returned surveys to look at?
4. Why did I get a bill?
5. Can I use the letters 'QSC' on billboards, buses, and other signs?
6. How do I/my customers access my survey results/customer satisfaction rating?
7. Why is my response rate so low? / How can I increase my survey response rate?
8. How do I get the QSC Guarantees so I may provide them to my clients?
9. How do I know how many surveys I have sent/received?
10. What is my username and password for the Member Section?
11. How do I change my username and password for the Member Section?
12. How do I change my company name and address?
13. How do I change my last name (due to marriage, etc.)?
14. What do we do if we work as a team? Do 2 surveys get sent?
15. What is different if I live in Canada?
16. What is different if I live outside the US and Canada?
17. How do I get my picture added to my profile?
18. I am already Quality Service Certified^® and I don't know where to start.
19. My client never filled out the survey, but they said they would. Can you send the survey again?
20. My question is not listed, what should I do?

1. Do I send out the surveys following a closing or does QSC^® do that for me? The Quality Service Assurance Surveys^© are sent out to the consumers by our third party vendor, Leading Research Corporation. Back to top of page
2. How/Where do I submit the names & addresses of my clients for the survey process? There are two methods by which your Buyer/Seller data may be submitted:
   1. You submit buyer and seller names through the Members section of the web site under "Update Buyers/Sellers" or
   2. Your company or office may send names to QSC.
   If you have any questions as to which way your data should be submitted, please contact us via email or call QSC at 949-481-4438. Back to top of page
3. Can I request copies of the returned surveys to look at? Yes, however there is an additional charge for hard copies of the Quality Service Assurance Surveys^© (labor, materials and shipping). Prior to requesting hard copies of surveys, we strongly suggest that you visit the Q Reports™ available in the Member section. Survey questions and the compilation of results from returned surveys are more valuable than paper copies and the displayed statistical presentation is the most advanced system of its kind in the industry. If you would like to request copies of the surveys please send us an email or call QSC at 949-481-4438. Back to top of page
4. Why did I get a bill? The bill is for either your annual dues or for the survey process, in which case you have probably run low on available surveys and your account needs to be replenished. Back to top of page
5. Can I use the letters 'QSC' on billboards, buses, and other signs? For advertising and marketing efforts where space is not as much of a concern we recommend that you use the complete "Quality Service Certified^®" name or logo (which includes the complete name). However you may use the QSC letters on your business cards. Other uses and restrictions are covered in the Licensing Agreement and "How to use the Mark". Back to top of page
6. How do I/my customers access my survey results/customer satisfaction rating? You may access the Quality Service Assurance Survey^© results through the Member Section of the web site under Q Reports™ and use them in your marketing efforts. Or you can direct the consumer to your CSR (Customer Satisfaction Rating) on QSC's consumer web site, which is based on the answers to the overall satisfaction question on the returned surveys. Back to top of page
7. How can I increase my survey response rate? Be sure to check your Buyer/Seller data in the Member Section under "Add/View Clients". The more accurate the data is the more likely the surveys are to be received, completed and returned by your clients. Be sure to stress that you value their feedback because it will allow you to learn and improve, as opposed to suggesting that they answer in a specific manner (i.e. "Be sure to mark that you were 'very satisfied' so that my boss is happy. "). Additionally, be sure to stress the importance of the survey to your clients during the listing or buyer presentation. Back to top of page
8. How do I get the QSC Guarantees so I may provide them to my clients? You may download the text and format from the Member Section and print them on your own certificate paper or company stationary, or have your local printer prepare them for you. As a convenience, you can order them through QSC^® using the "Guarantee Order Form". Back to top of page
9. How do I know how many surveys I have sent/received? You may find this information through the Q Reports™ in the Member Section of the QSC web site. The top portion of the buyer and seller survey results pages contain overall data, including your CSR (Customer Satisfaction Rating), number of surveys sent, number of surveys returned and the return percentage. Back to top of page
10. What is my username and password for the Member Section? If you do not have or remember your username and/or password for the Member Section of the web site you will need to contact QSC.
11. How do I change my username and password for the Member Section? You may access your profile and make updates to it in the Member Section of the web site. We highly recommend that you check your user profile for errors and add optional information that will make it easier for potential clients to contact you through the consumer web site. Back to top of page
12. How do I change my company name and address? You will not have access to change your company's name and/or address through the web site. If you notice that your company's information is incorrect or if you now work for a different company, please inform us of this change by email or phone 949-481-4438 Back to top of page
13. How do I change my last name (due to marriage, etc.)? Please call or email QSC to make any changes to your last name. Back to top of page
14. What do we do if we work as a team? Do 2 surveys get sent? Teams must be established in our system to accurately report your team transactions. Please contact QSC to identify yourself with a team. Guidelines for teams are being developed and will be added to the web site soon. Back to top of page
15. What is different if I live in Canada? The costs for the survey process are slightly higher due to international postage rates. For more information please contact QSC. Back to top of page
16. What is different if I live outside the US and Canada? We are going global! If you do business outside the US or Canada please contact us. We will be adding countries to our network based upon demand and the complexity of legal systems and other barriers. We are currently developing an expansion plan and encourage your feedback and participation. Back to top of page
17. How do I add my picture to my profile on the consumer site? You may download the picture request form by clicking here. There is a one-time fee that will keep your picture on the consumer site as long as your membership status stays in good standing. Back to top of page
18. I am already Quality Service Certified^® and I don't know where to start. The best place to begin is in the JumpStart program which you can find by clicking the banner on the home page of the Member section, but for a more comprehensive explanation you will want to read the Implementation Program located in the Members' section under Marketing Tools and Resources. Back to top of page
19. My client never filled out the survey, but they said they would. Can you send the survey again? We are sorry. Only one survey per transaction side will be sent. This is why it is important to let your clients know ahead of time that they can expect to recieve a survey from Leading Research Corporation one to two months after closing. To maintain the integrity of the data being collected we do not resend surveys on request.
20. My question is not listed, what should I do? Contact QSC by email or phone: 949-481-4438 and we will be happy to answer any question(s) you might have. To better serve you, we will also be expanding this list of questions and answers as the need arises. Check back soon! Back to top of page