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ID109 Service Call Survey Overview & sample

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.

15 minute video overview here . Additional links on Net Promoter Score (NPS), survey responses and understanding results click here

*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

 

Survey Questions

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. 

You can follow the instructions here to change questions yourself or email help@ceojuice.com and we will do it for you.

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:

 

Cover email 

Below is our default template, note that is can be customized as needed. We would recommend adding a personalized signature block (examples here):

 

Dear Karen,

Our technician, JOHN,  repaired Equipment ID 123 (your CANON C2545) recently.
 
We show this call as complete with no open items. We would like to confirm that the equipment is working to your satisfaction. If not, please reply to this message, and someone will respond within the day to go over your concerns. Your feedback is always appreciated. Your input helps us improve our processes and the level of service you receive.
 
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.
 
Please note:
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.
 
Click here to let us know how we did
 
ABC Co.
(123) 456-7890
 
_____________________________________________________
 
 

 

 

  

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