Customer Surveys

[bladeplayer]

Just a thought ..
Do you participate ?
Do you put genuine thought into the answers or just "react" answer as you go along
does the length of the survey determine your answers near the end (do you just want it over with or are you still attentive)
Do you consider the people it effects (are you more likely to give a place you frequent and maybe like the staff in a better report than a one off place)

Just wondering as i monitor our CSS (customer satisfaction survey , motor dealer) to build a better plan for ourselves to serve our customers better, its just some of the answers in the survey just dont reflect what happened during the visit .. some i laugh at , some p me off as we get ranked nationally by our importer as a result of the survey

Im not having a whinge here because we get a few negative answers,(believe me we do & some are very justified )

, Ive no problem with customer complaints so long as they are justified , these can be actioned and make their experiences better & improve our business ,in the end we all benefit

Any & All thoughts would be appreciated
Thanks

 

[MegaSteve]

If I've had a really good customer 'experience' I might just be inclined to let others know...

If I've had a bad experience I've almost certainly vented my disappointment already directly. So tend to prefer to leave it at that...

 

[Which tree did that hit]

For me:

Do you participate - If I feel that I have received really good or really bad service, if it is just ok then I generally don't bother

Do you put genuine thought into the answers - I will spend a few seconds having a think before answering each yes

Does the length of the survey determine your answers near the end - absolutely, if I have gone through 5 pages of tick boxes then it does get a bit tiresome

Do you consider the people it effects - not really, if I have received excellent service somewhere then I will say so, ditto with terrible service. At the end of the day it will effect the people that are responsible for either eventuality

I think it is a good idea to get the chance to give your thoughts, if it has been really good then you want it to stay that way, if it has been really bad then you want it to improve, as you say, everyone is a winner

 

[chrisd]

I completed one the other day after a visit to the Royal opera House and was totally honest with my answers. Sometimes if the wording is such that its clear the way that I am being pushed to answer is for marketing, and the choices don't reflect my views, then I usually abort.

 

[SimonS]

The type of questions make a difference. I get really pee'd off by questions that are worded in such a way as to get the answer that they want to hear rather than the truth.

 

[bladeplayer]

Sorry to bring this up again but i gota share this .. actual response to a few questions

[TABLE="class: c0, width: 730"]
[TR]
[TD][/TD]
[TD="class: c14"]Suggestions for improvement[/TD]
[TD][/TD]
[TD="class: c14, colspan: 3"]Z3: What could your workshop do even better?[/TD]
[TD="colspan: 3"][/TD]
[TD="class: c12"][/TD]
[TD="colspan: 4"][/TD]
[TD="class: c6"][/TD]
[/TR]
[TR]
[TD="class: c6"][/TD]
[TD="colspan: 9"][/TD]
[TD="class: c15, colspan: 3"]It was only the first service so I wouldn´t know much about the workshop yet. They could maybe get more parking spaces though, that´s the only thing I found. Actually I also bought a van there in 2008, and at the time the salesman told me I could trade that one in in 2 years for 5,000 euro. So when I went back to trade it in they told me that it was now 7,000. So I was a bit disappointed with that...

Car was not in for service , customer may have grudge since 2010 maybe ?[/TD]
[/TR]
[/TABLE]

[TABLE="class: c0, width: 730"]
[TR]
[TD="class: c14"]Value for money regarding the work carried out[/TD]
[TD][/TD]
[TD="class: c14, colspan: 3"]9A.3: Thinking about your last visit to the workshop, how satisfied are you with regard to the following aspect: "Value for money regarding the work carried out"?[/TD]
[TD][/TD]
[TD="class: c1"]

[/TD]
[TD][/TD]
[TD="class: c12"]4[/TD]
[TD][/TD]
[TD="class: c14"]Fairly satisfied[/TD]
[TD="colspan: 2"][/TD]
[TD="class: c6"][/TD]
[/TR]
[TR]
[TD="class: c6"]

[/TD]
[TD="colspan: 20"][/TD]
[TD="class: c6"][/TD]
[/TR]
[TR]
[TD="class: c6"][/TD]
[TD="colspan: 2"][/TD]
[TD="class: c12, colspan: 2"]9D[/TD]
[TD][/TD]
[TD="class: c12"][/TD]
[TD][/TD]
[TD="class: c14"]Beforehand information about workshop costs[/TD]
[TD][/TD]
[TD="class: c14, colspan: 3"]9D: Were you quoted a price before the work started?[/TD]
[TD][/TD]
[TD="class: c1"]

[/TD]
[TD][/TD]
[TD="class: c12"][/TD]
[TD][/TD]
[TD="class: c14"]No[/TD]
[/TR]
[/TABLE]

Fairly satisfied with value for money but no one told him how much his repair would be .. ok fair enough you think .. he rang & booked our FREE road worthiness check in the campaign we were doing .. so he didnt know how much the FREE check was & was only fairly satisfied with the value ??

[TABLE="class: c0, width: 730"]
[TR]
[TD="class: c12, colspan: 2"]9G.1[/TD]
[TD][/TD]
[TD="class: c12"][/TD]
[TD][/TD]
[TD="class: c14"]Previous repeated visit[/TD]
[TD][/TD]
[TD="class: c14, colspan: 3"]9G.1: Was the reason for your last workshop visit work that had been carried out incorrectly or incompletely at first instance?[/TD]
[TD="colspan: 3"][/TD]
[TD="class: c12"][/TD]
[TD][/TD]
[TD="class: c14"]Yes[/TD]
[/TR]
[/TABLE]


[TABLE="class: c0, width: 730"]
[TR]
[TD="class: c12"][/TD]
[TD][/TD]
[TD="class: c14"]Main reason for previous repeated visit[/TD]
[TD][/TD]
[TD="class: c14, colspan: 3"]9G.3: In your opinion, what was the main reason for the work being incorrect or incomplete?[/TD]
[TD="colspan: 3"][/TD]
[TD="class: c12"][/TD]
[TD][/TD]
[TD="class: c14"]First visit was only for making the appointment / getting a quote/expertise (e.g. with regards to body and paint) / initial diagnostic check[/TD]
[/TR]
[/TABLE]


His reason for last workshop visit was the work wasnt completed the first time .. but the main reason the work wasnt completed was the first appointment was for a quote .. not a repair .. in his own words ...
Must b Irish

 

[Hobbit]

Spooky!

Just filled in a survey after getting the car serviced. BANG! I wasn't gentle. Service not completed because they didn't have all the parts in. Return visit; car was completed 2 hours late, leading to a missed appointment. Service mgr will call you - no call. Senior Tech will call you - no call. You can't have a courtesy because the fault may take a couple of days to find, even though they'd bodged the first repair. On booking a hire car I ring in to book the service and repair, and I'm offered a courtesy car.

To cap it, I get a call to say the car is ready. I get there 6 hours later only to be told they are still working on it and it will be about 5 mins... 40 mins later!!

Audi Manchester - fantastic!
Audi Teesside - total rubbish!!

Breathe, and relax 2,3,4...

 

[Hacker Khan]

I tend to fill them in when someone has been a particularly bad or good. Can't be really bothered to waste my time filling them all in as you tend to get loads nowadays, especially if someone was kind of just doing a simple task. Worst ones are my bank that sends me one every time I speak to someone. And it would take longer to fill the survey in than the phone call took.
Also

Also can't stand the ones you get when you are returning from a holiday where there is a 4 page document, a quarter of it is asking you questions on the holiday and the rest is finding out every detail about you so they can bombard you with phone calls selling you broadband, papers etc etc.

 

[Doon frae Troon]

I was quite proud of myself when I filled in our local council one and I managed to work 'Pot Holes' into my answer to every question.

Strangely they relaid our 4 miles of road shortly afterwords.

 

[bladeplayer]

Spooky!

Just filled in a survey after getting the car serviced. BANG! I wasn't gentle. Service not completed because they didn't have all the parts in. Return visit; car was completed 2 hours late, leading to a missed appointment. Service mgr will call you - no call. Senior Tech will call you - no call. You can't have a courtesy because the fault may take a couple of days to find, even though they'd bodged the first repair. On booking a hire car I ring in to book the service and repair, and I'm offered a courtesy car.

To cap it, I get a call to say the car is ready. I get there 6 hours later only to be told they are still working on it and it will be about 5 mins... 40 mins later!!

Audi Manchester - fantastic!
Audi Teesside - total rubbish!!

Breathe, and relax 2,3,4...

Haha being honest tho if i read your report id go check all that then when i had all my relevent info i would ring you
1st to apologise ,
2nd to see if we can make it up to you in some way
all with the intention of keeping your custom , the guy in the survey i printed a bit of in #6 i wont bother ringing .. to ring and tell him he was talking rubbish will achieve nothing ..

and even tho ive spoken to the survey crowd and our aftersales area manager this report or the points (lack of) can not be removed , the sire point with me it has dropped us just on the fringe outside the top 20% in the country of all dealers

 

[SocketRocket]

A little off track.

I put a car into my normal Garage for an MOT a week ago. When I called back I was told that it had failed due to a faulty front screen washer jet. There is a right and left jet, each has three jet holes and one of the six was not spraying water, I was informed I needed a new sealed unit that replaced both jets and the water tube and they would need to get one in, this was Friday and they could do the job Monday.

I asked if they could repair it and was told that it had to be replaced and would cost £80. Off home I went and after poking a pin in the jet hole it worked perfectly. I phoned and told them, they replied that as it was late afternoon I would need to bring it back Monday and they would check it. i returned it Monday, the technician checked it and duly gave me the MOT.

I was a little miffed by this service and as the reception had a number of people in at and I didn't want to make a scene I went into the Workshop and spoke to the owner, explaining how miffed I was that they made no effort to fix the problem in the same way I had. I explained that I had been a customer for some years and had used them for all my services and repairs and up until then had been very happy, I had also recommended a number of people to them. He said he was sorry it had failed but its not procedure for them to try and repair sealed units. I explained that it was not my procedure to get any more work done by his outfit then and walked out.