Automotive Service Follow-Up | Surveys and Market Research by Telephone

Automotive Service Follow-Up

Telephone and Online Research

Uncovering information that has the power
.....to connect corporations with their customers.

Automotive Service Follow-up Survey Specialists

You can’t afford to not know what your customers think! With your manufacturer’s programs increasingly focused on top-level dealer service experience for all customers, you need to stay ahead of the curve.

One single source of responsibility for auto service and sales surveys

Direct Opinions has been conducting surveys for the Automotive Industry since 1983. You get guaranteed compliance with the customer contact requirements of all manufacturer’s programs, including Chrysler 5-Star, Ford Blue Oval and Lincoln Premier. If your auto manufacturer’s requirements and guidelines ever change, we’ll adapt your program immediately! We feature programs that measure CSI (Customer Satisfaction Index) levels for both service and sales customers.

Achieving 100% Customer Contact

Our well-trained and experienced staff of Survey Professionals conduct interviews during daytimes, evenings and Saturdays for maximum completion rates. We achieve 100% Customer Contact through the powerful combination of telephone surveys, detailed messages and customized follow-up cards ensuring complete coverage of the customers you need to reach.

The Benefits of Outsourcing your auto service questionnaires with Direct Opinions

Our customer follow-up programs are professionally designed and executed to help you build customer loyalty and provide the necessary reports for manufacturer’s audit purposes including Blue Oval (Ford), Five Star (Chrysler), and Premier (Lincoln).

Because our unbiased interviewer is a third-party and remains neutral regardless of the answers, your customers are more willing to address issues with us than with your employees. We notify you of any concerns the next business day so that you are able to respond quickly.

Our interviewers are available when your customers are - evenings, weekends and weekdays. Click here to read about the benefits of outsourced customer satisfaction index interviews.

How is an auto dealer sale / service follow-up survey conducted

Direct Opinions will attempt to contact 100% of your service and/or sales customers to conduct a telephone survey which evaluates their satisfaction with your dealership.

Contact will be initiated within 3 business days after the service or purchase is closed in your system. We make multiple attempts (at least 4) to reach each customer within a two week period.

If we are unable to reach a customer, we will leave a detailed message if an answering machine or voice mail option is available. A customized follow-up postcard is mailed to every customer that cannot be reached by phone.

What can you expect as a result from post sale / service auto dealer surveys?

• Immediate recognition of any customer concerns.
• Survey results are delivered to you the next business day after contact.
• Our customized online reporting system allows you to view results daily.
• Results can be sorted and viewed by store location and individual employees. These evaluations are critical for training and bonus programs.
• Call recordings for each completed survey are available through the online system allowing you to hear first hand “the voice of your customer.”
• Accurate, prompt and efficient handling of your electronic customer data files.
• Confidence that you are utilizing an effective customer retention program.
• Capability to monitor and compare satisfaction trends at multiple locations.
• Set yourself apart from competitors by letting your customers know that you appreciate their business and value their feedback.
• Ability to determine what it takes to gain the loyalty of your new customers.

Trust the proven telephone survey specialists

Direct Opinions has the knowledge and experience required to create and execute a successful service or sale follow-up survey campaign for your dealership. Direct Opinions’ has devoted over 25 years to developing our successful, proprietary Customer Follow-Up survey methodology and technology. Our surveys offer competitive pricing and you work with us with NO CONTRACT REQUIRED.