Three companies in the home industry, each one providing different services to homeowners: luxury building, package delivery, and waste disposal. Which one performs the best according to homeowners? If you only look at their Net Promoter Scores® or raw satisfaction scores, you’d be entirely misled.

In this report, we look at the customer expectation levels of Toll Brothers (TOL), United Parcel Service (UPS), and Waste Management (WM). We then compare how well customers say they perform against those same expectations.

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