Question by S1212: How do you increase automotive service customer satisfation survey response rates?When a customer brings their car in for service, about a month afterwards, the customer will receive a customer satisfaction survey to rate the dealerships performance. home heating systems West Chester PA . settlement loans . Dealerships HIGHLY DEPEND on these surveys to enable them to continue to provide their customers with outstanding performance. How can you increase the response rates for these surveys. A month end drawing for free oil changes was attempted, but with no avail. I have a meeting coming up next week and I would love to have some sort of proposal. Our customers always leave the dealership satisfied, so how can I get them to follow through with their surveys?The automotive corporation (ex: Ford, GM, DaimlerChrysler) generates and sends the surveys. Denver Escorts . If they were to come directly from us, it definitely would make things much easier. Unfortunately, in the auto industry, that isn’t procedure.Best answer:
Answer by Reetesh
It is just a relationship kind of thing.just a thing that comes in mind.:-1) give some sort of gift, a small gift may be a choclate, or something dealer can afford, when ur employee gets survey form filled up with the customer.2)it should be very small kind with not too much questions. 3) definetly a charming face with realistic smile in face should be appointed for this work.4) place some kind of thoughts made with help of cartoons related to the benifits customers get with survey, place it on the walls where customer is asked to sit or in the lounge, where customer have good interface with those messages.
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You should always “give them something for their effort”.
It could be a coupon for a free tire rotation, or 10% off an oil change etc. In other words intice the consumer to get involved.
I think giving a free oilchange would intice most as it is something we need to do every 3 months. It is a low cost job to you, but it saves the consumer $ 25.
How you would do this practically is something you will have to figure out – it could be done this way: They fill out the survey and bring it with them for the next oilchange… you check and see it has been filled out and then put it in a box – “don’t read it” as most prefere to be anonymous… And then give them their oil change.
One of the issues may be that you are waiting a month to send them the survey. Why wait so long? Give them a survey before they leave. Better yet send them a note the next day or two thanking them for their service and asking for their feedback. Also, make sure your service and counter people tell your customers to expect the survey and that their feedback is VERY important to you. That is also an opportunity, during service delivery, to tell the customer that you want them to be satisfied and ask if there is anything you can do at that moment to make their experience more satisfying. I think gifts or special offers are nice, but not as needed as a survey that is delivered closer to the delivery of service and a culture that honestly and frequently asks for customer feedback. Good luck!
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