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Quality Assurance

Providing the highest level of quality is a goal that is taken seriously at Paul Davis Restoration & Remodeling. We are committed to providing customers with extraordinary service. They understand that as partners with insurance companies, property managers, owners and other associations, we are working together toward a common objective of satisfying our customers’ preferences and needs.

All of our employees are the finest in the industry and are required to attend a one hour per week Customer Service Training Class as taught by owner Donn Peacock and modeled after the Paul Davis Restoration Customer Experience Program. We are committed as a company to provide the highest level of service in the industry.All of our managers and technicians are continually updating their training so as a company we are aprised of the most advanced techinques in our field.

Industry professionals who attend our weekly classes as our guests comment that we are the only company they know of that has this level of commitment to customer service and that maintains our level of employee training on a weekly basis. Training is not an event in our company. It is a continual process that is developed and taught in our local San Jose facility on a weekly basis.  We teach customer service constantly and we practice it daily. 

Paul Davis Restoration uses a third-party company to survey the homeowner on jobs that we complete. The survey asks the Ultimate Question, “On a scale of 0-10 with 0 being ‘not at all likely’ and 10 being ‘extremely likely’, how likely would you be to recommend Paul Davis Restoration to a friend or colleague?” We use “Net Promoter Score” data to evaluate our customer service. Through follow-up contact, we identify concerns, if any, that our insured customer may have regarding the Paul Davis Restoration ‘experience’. This information is used to continually improve our services.We provide detail of service and examples in our website to actually show the type and quality of work we are doing daily. We are the only choice for quality and integrity. Our posted NPS (Net Promoter Score) for the month of October 2008 of 86 is far above superior. Please search the web for the meaning of this customer service measurement. NPS was developed by Fred Reichheld in the book The Ultimate Question as published by the Harvard Business School Press. Our President and Owner Donn Peacock was a preenter at the Net Ptromoter Conference in San Francisco in January of 2009. He spoke of the successes Paul Davis Commercial Restoration of San Jose has achieved in the area of customer service and Golden Rule behavior. 

Our objective is to provide something more than the common experience expected by the customer. The customer survey program provides us with feedback that confirms we do just that. We know our customers and the companies we work with expect exceptional service and we are in the unique position to deliver it.

Our Emergency Services Department Never Closes!

 An Emergency Services Manager is standing by for your call at:

• San Jose                                               408-566-0600

• San Francisco Peninsula                          650-200-4300

• Santa Cruz/Monterey Peninsula                831-713-4000