In September, 913 surveys were returned by customers of garages subscribing to the Motor Industry Code of Practice for Service and Repair - overall they're a reasonably happy lot.
Obviously we can use these figures to promote how satisfied customers were last month, but also every subscriber has back office access to the Motor Codes web site, so they can see what their customers think about their business.
In this day and age, immediate information is king - the days of waiting weeks for survey data to be processed are gone, what use is it then anyway?
Motor Codes subscribers are using the feedback of today's customers to shape their business tomorrow, positive feedback is a promotional tool and negative feedback is a business improvement tool.
A great example of how this new approach is changing the way the UK motor industry is interacting with its customers is this. Chrysler UK is using the Motor Codes survey as their single means of gaining customer feedback. Historically they would wait 4-6 weeks to get the feedback through their old method, today they have it within a minute of their customer completing the on line survey.
Any customer concerns are now dealt with, within minutes of the customer completing the return. Meaning their team can also be in touch with that customer within minutes - not weeks. Leading to swift resolution, and importantly retained custom.
Customer satisfaction should be about just that, which is why this is an important development in the process of identifying where the 'safe haven' garages are for motorists to do business with. Today's customer demands transparency and we're only too pleased to begin the process of delivering it, the Motor Codes way.
All the best
Chris
2 comments:
913 returns in september out of 6500 garages is in my opinion pretty poor, how many vehicles were repaired by subsribers in september?
I think that everyone should really get behind the "win" promotion and take a few minutes to explain to the customers about the importance of leaving feedback!
I do believe that the code is slowly working but come on garages get these stickers on your invoices and reap the rewards!
uAs a writer, this is wonderful information to have. Great article and review of online surveys. Thanks for the survey.
Customer Satisfaction Survey Questions
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