Our service call survey ID109 is our most popular process, and we believe this process will have the single biggest impact on your business. Measuring customer satisfaction can have a huge impact on setting your dealership apart from others. We encourage you to just get it started and tweak it later.
*ID109 goes out one day after a call has been invoiced (as long as there are no open calls / reschedules).
*Sent out on call types linked to call type 'category' CM-Corrective Maintenance (this can be tweaked if needed).
*Must have contact/email linked in call "caller contact" field, click here
*Ability to turn off survey for a customer if they request, click here
All questions can be customized, however we suggest you start with our template below. We give you a DashBoard where you can see what questions are being answered and the % that are ignored and we do not set any question as mandatory.
There are three key questions that will break some reports if changed:
1. How likely are you to recommend our company to a friend or colleague? (This is the Net Promotor Score question and cannot be changed if you want to track a score)
2. Rate our technician overall
3. Rate our dispatch overall
While most agree that the fewer questions the better, if a question is never asked you have no way of seeing how it might be answered. We see a lot of responses around lack of communication and post some responses as examples .
Below are our default questions:
Revised shorter version of questions could be:
Below is our default template, note that is can be customized as needed. We would recommend adding a personalized signature block (examples here):
To provide feedback, please take a moment and click on the link below with any comments/suggestions. You may also use this same link if you no longer wish to receive these follow up emails.
Although you will receive a notification for each completed service call, it is NOT expected for you to send comments / ratings every time. This is a tool for you to notify us when we are doing something noteworthy (good or bad).
Thank you for your business. It is most appreciated.