Case Study: Lokal Homes achieves an unrivaled customer experience and higher referral rates with Constellation HomeBuilder Systems

Lokal Homes - Customer Case Study

Lokal Homes, founded by David Lemnah and Ryan Lantz, grew rapidly in the Denver market—closing 223 homes in 2017 and ranking 167th on the 2018 Builder 200—but discovered a major gap between product value and customer advocacy. A Woodland, O’Brien & Scott audit of 100 customers revealed low willingness to refer, showing that Lokal’s in-house closing surveys were failing to capture honest, actionable feedback. This case study is presented by Constellation HomeBuilder Systems and highlights how external, anonymous feedback was needed to diagnose the problem.

Working with Woodland, O’Brien & Scott’s industry-tested three-step anonymous survey (closing, 45–60 day satisfaction, and one-year warranty), Lokal Homes overhauled its processes: added a second QA checkpoint after framing/electrical, created a home care department with dedicated management, adopted punch-list software, and began sharing every homeowner survey company-wide to drive accountability. Those changes turned customer feedback into measurable action—after surveying 100 customers Lokal refocused its operations and changed its company value to “an unrivaled customer experience”; the result is clearer accountability, improved customer satisfaction metrics, and stronger referral potential as documented in the Constellation HomeBuilder Systems case study.

Lokal Homes

Dave Lemnah

Co-Owner