Page 35 - Green Builder Magazine Sept-Oct 2021

DOE Annual Building Science Roundup
SILVER LININGS

in vendor performance, identifying areas Another important indicator of success
for future trainings.” for Thrive is customer satisfaction. Thrive
Another vital role for the QA depart- measures key customer satisfaction via
ment is developing training sessions for a survey emailed to each homeowner
vendors and employees as a new Thrive after move-in, at midyear and at year’s
product is brought to market. “Thrive end. Responses are sent to every Thrive
consistently introduces cutting-edge employee for review and comment.
products and techniques into our homes,” Thrive’s leadership reaches out to
Rectanus notes. “We are aware that this customers within 48 hours of closing to
continual innovation can be a challenge address any concerns and solicit customer
for our trades and construction staff. To feedback. Thrive also shares customers’
ensure successful implementation of new feedback with trade partners in multiple
technology, the QA department works forums, including a vendor council, ven-
alongside manufacturer representatives dor appreciation events and meetings.
and third-party consultants to provide In the past four years, Thrive’s cus-
training for our vendors and employees.” tomer satisfaction scores have risen from
Thrive Home Builders recently imple- 79.5 in 2016 to 88.6 in 2019. In addition,
Ratings winner. WestRidge Rowhomes mented a project management software Thrive recognizes that referrals from
achieved a Home Energy Rating System that allows two-way communication, in homeowners are a key customer satisfac-
(HERS) score of 29, partly due to high real time, between Thrive and its trade tion indicator. In 2019, Thrive’s “recom-
insulation levels in the attic, walls and partners regarding items such as pur- mend to a friend” customer satisfaction
under the slab, along with ENERGY STAR chase orders, schedules, changes and score 90.7, above the national industry
appliances and solar panels. issues with installation. average of 88.4, according to Rectanus.
COURTESY OF THRIVE HOME BUILDERS

MULTI-LAYER WALLS. Walls
feature 5.5 inches of blown fiberglass,
electric bills from $915 a year to $452 per
sheathed with oriented strand board
year, and generate annual savings of up to
(OSB) in corrugated house wrap.
$1,750 per year, compared to a home built
to the 2015 International Energy Conser-
THICK BLANKET.
vation Code (IECC).
The vented attic is
insulated with 17
STANDING APART
inches (R-50) of
Thrive has also implemented numerous
blown insulation.
in-house quality management proce-
dures. The company created an inter-
nal Quality Assurance (QA) division to
develop continuous improvement across
all departments, including construction,
purchasing, architecture, warranty and
vendor-partner relations.
The department has implemented a QA
management program called FTQ360.
“This program allows us to document
and correct issues during construction,
as well as review best practices, through ROCK SOLID.
a series of QA checklists at critical stages An insulated slab sits
of construction,” Rectanus says. “All QA on a 4-inch base of
checklists are based on manufacturer’s clean gravel topped by
installation guidelines and building sci- a vapor barrier.
ence best practices compiled through COURTESY OF THRIVE HOME BUILDERS
working with industry experts and prod-
uct manufacturers. It also generates
internal reports that help us find trends

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