What's your customer satisfaction rate?
Quick answer: 85% of clients renew their contracts year after year — meaningfully higher than industry averages and the clearest signal of customer satisfaction over time. We run an annual satisfaction survey and accept ongoing feedback through every season to keep that number honest.
How we measure satisfaction
Renewal rate (85%): the most direct, unfiltered signal of whether service meets expectations.
Annual satisfaction survey: sent at the end of every winter — structured feedback on reliability, communication, billing, and suggestions.
In-season feedback: calls, emails, and portal submissions tracked against the account file.
Awards: 12 consecutive Consumer Choice Awards (GTA's best snow removal service) and 3 consecutive SIMA Best Places to Work awards.
What we do with the data
Patterns across client feedback feed into crew coaching, training updates, and service improvements for the next season. Many of the best changes over the years — bin refill programs, service verification formats, portal features — started as client suggestions.