We were the first
to be right
Established in 1984 as the original homebuyer survey company, we have evolved into a full-service experience management partner to the homebuilding industry. With more than 40 years of experience and 3 million customer assessments behind us, we know the questions to ask to get you the answers you need.
With a background in clinical and consumer psychology, Bob was the first to professionalize homebuyer surveys and psychological assessments in the homebuilding industry. With his founding of Eliant in 1984, he offered homebuilders the reliable data they needed to make customer experience management, CRM and data-driven marketing the new business as usual. Working with a group of founding clients, Bob also introduced the practice of benchmark assessments to the industry. His innovations and contributions have been helping to raise customer experience standards across homebuilding for over 40 years.
A 27 year veteran of Eliant, Fernanda leads and develops Eliant’s relationships with top firms, implements our strategic growth plan, and ensures that all clients have the support they need to deliver homebuyer delight. Fernanda has been involved in successfully managing every aspect of Eliant’s work with homebuilders in North America, lenders, escrow firms, and design center companies.
Having worked with hundreds of building industry organizations, she has developed an uncanny ability to quickly provide unique, real-world solutions that result in documentable increases in her clients’ levels of customer satisfaction and sales-from-referrals.
Fernanda is a committee member of the “BIA/OC Women’s Leadership Conference” with the mission to inspire and motivate women in the Building Industry. At the end of 2022, she was invited as a panelist to share her inspiring journey, challenges, as well as her achievements in this industry as a woman.
With a background in software development, Eric leads our product team. He oversees the execution of Eliant’s strategic growth plan with an emphasis on technology. In this capacity, his primary responsibility is the design, development and management of software solutions that empower customers with the data, insights and support they need to grow their businesses and delight homebuyers. In 2022, Pro Builder, the official publication of the National Association of Home Builders (NAHB) and the leading business magazine for the U.S. housing industry, honored Eric with its prestigious “Forty Under 40” Award. This award is an exclusive spotlight of young professionals within the home building industry, recognized for their leadership, innovation, creative problem-solving, and more.
Indispensable to the
industry’s best and brightest
“I have worked with several different customer satisfaction survey companies over the years, I must say Eliant has been absolutely superior. Eliant has assisted in our upward trend, going from the bottom third in customer satisfaction to the top third in a relatively short period of time.
Here are just a few reasons for our success with Eliant:
- Your people. Eliant’s employees are helpful and quick to respond.
- The survey reporting is clear and Eliant’s on-line dashboards are so-o-o-o easy to navigate.
- Each manager receives emailed reports for his/her department every week and/or month.
- Your team helps us to think through solutions, using data to drive the decisions.
The most impactful driver of our customer satisfaction improvement is the real-time reporting:
- We receive a copy of each survey within hours after it was submitted.
- And all dashboards are updated every day!
- The real time data offers instant results and allows our teams to understand if we are on track, and if not, helps us to put action steps into place for immediate changes.
I look forward to our continued success with Eliant and would like to sincerely thank you and your team for the great support.”
Michael Schueler, Vice President of Construction
“Eliant has been pivotal in our quest to earn a high willingness to refer business from our customers.
The surveys have provided critical data for us to utilize in streamlining a new customer experience training program by allowing us to see exactly where we need to focus.
We’ve been able to see areas of growth opportunity, focus our coaching sessions with team members, and reach out to customers directly who have had negative experiences.
On our path towards an incredible customer experience, Eliant has helped us pave the way.”
Erin Yarbrough, Director of Marketing
“For years Eliant has been a vital tool in allowing us to keep a pulse on our overall customer satisfaction. The extensive reports that are available have been crucial in helping us to identify areas of strength and opportunity for a greater customer experience.
Trúc, our Client Relations Manager, has been a partner of ours and has worked with us to better use the Reporting Portal to understand trends, and identify areas opportunity to better serve our homeowners.
The addition of Eliant Engage has empowered our team take charge of the customer’s experience by challenging themselves and each other to improve on return rate and survey scores.
Eliant has played a critical role in challenging us to always look for areas of improvement in the customer experience we provide.”
Kevin Hoepermans, Director of Customer Care
“Elevating the homebuyer experience is essential, and Eliant helps us do that with the reporting analytics and the interpretation of our survey results that go beyond improving customer satisfaction, helping us to drive referral sales.
In our experience, the Eliant team members and systems are responsive, proactive and bring an advanced understanding of the work that our field teams do with customers.
We find the Eliant Transport data portal is fantastic and puts historical reporting at our fingertips. In training our team members, Eliant delivers great value with their skillful engagement and detailed metrics so that our team members are equipped to deliver an enhanced customer experience.”
Kevin Wilson, National VP, Strategic Sourcing and Sustainability
“We love the Eliant web and app (Eliant Engage), as it is incredibly easy to use & simple to understand at a company, divisional, and individual level.
Century relies heavily on analytics to understand what we’re doing well and our areas for improvement.
We especially appreciate the fact that Eliant has continued to evolve and innovate its tools to help us improve the buyer and homeowner experience.”
Robert Howard, National Director of Customer Relations & Safety
“Working with Eliant has been a great learning experience for us, as it has shed light on how our product and processes are perceived by our customers.
We prioritize continuous improvement, and Eliant’s feedback and analysis enable us to identify areas for improving the customer experience.
Eliant’s client success team has been very prompt in responding to our questions and have taken the time to explain how to make the most of the surveys and reports.
In a brief period of time, we were able to implement several enhancements to our product based on the survey findings, resulting in improved ratings.”
Russ Tiedeman, Chief Operations Officer
“As you know the Eliant Annual Homebuyers’ Choice Awards is one of the most important days in our business calendar and we look forward to the event with great anticipation.
We value Eliant and the platform of customer service measurement it affords Olson and our industry.
We appreciate the leadership, innovation and friendship Eliant provides Scott, Matt, me and our entire team.”
Bill Holford, President
“Eliant has been a breath of fresh air as we started our partnership together. From the people to the training, our experience is all positive and one of the easiest implementations in my career.
On each webinar, the Eliant team was on-time, well organized, and thorough, ensuring we left the session with practical understandings of the functionality and could immediately not only use the system, but had the knowledge to train others on our team to do the same.
We look forward to partnering with Eliant for many years to come!”
Kenny Siggs, Executive Vice President
“Eliant is an excellent partner, their Customer Experience Management platform is user friendly, and their reporting system is amazing!
Our Client Success Manager provides us with webinars twice a year to review our results and gives us recommendations on ways we can improve in certain areas.
We have found this to be extremely beneficial in providing exceptional Customer Service to our clients.
Our Client Success Manager also provides us with additional training for our team members when needed. We appreciate the extra effort Eliant offers!”
Melony W. Fuller, Chief of Staff
“Eliant makes it so simple to use and navigate their site. I use it daily to look up all my stats which helps improve my business; I never have a problem at all.
Eliant provides all the tools to be successful in managing surveys.
Working with Eliant is always an outstanding experience!”
Tim Caziarc, National Direct Loan Consultant
“Eliant Surveys are one of the most reliable ways we as a homebuilder, can ensure we’re providing homebuyers with the highest quality homes and customer service possible.”
Tim Lewis, President and Founder
“Gentry Homes has been using Eliant since 2003 and our appreciation of the company and the individuals we get to work with has only grown over these past 20 years.
I was put in charge of the customer service department in 2014 and began to work more closely with the Eliant team, and it was in that time that I discovered what sets Eliant apart from other companies. It is not just the outstanding dedication of the team at Eliant getting our customers their surveys in a timely manner but the staff’s willingness to go beyond just the raw data and expertly explain to us what the numbers truly mean.
The team at Eliant is constantly updating their techniques and educating us the consumer along the way. I have had other survey companies approach me for our business but even in brief meeting I knew that none could hold a candle to the amazing team at Eliant.
I consider them a valued partner in providing our homeowners the best home ownership experience possible. In addition, Eliant goes out of its way to let us know we are valued by them. We feel extremely fortunate to be partners with Eliant and look forward to working together for years to come.”
Marc A. Rinker, Director of Customer Services
“The Eliant Dashboard is Century Communities ‘go-to’ resource… It’s an invaluable tool for our Division Presidents and field operators to get a real-time pulse of their ability to deliver a great homeowner experience.”
Ralph Baja, SVP National Customer Engagement & Production
“The feedback we receive from your buyer surveys allows Classic Homes to keep our fingers on the pulse of our homeowners.
We use the information and feedback from the survey reports to make changes in our products and processes. [They] have become more than a management tool; they are a part of the Classic culture.”