Customer Satisfaction Surveys: Auto Service & Maintenance Follow-Up

A prominent nationwide chain of automotive repair centers contacted Direct Opinions to conduct customer satisfaction surveys. The client’s repair centers stock thousands of auto parts for various makes, models, and years of customer vehicles.  In an effort to monitor and improve satisfaction with key services within their organization, and as a means of evaluating and maintaining product quality standards on an ongoing basis, the client has set a standard “minimum” threshold or satisfaction goal for specific services and related products.

The client’s network of retail auto repair centers stocks and sells several hundred brand types to accommodate customer needs.  In order to gauge customer satisfaction, Direct Opinions conducted phone surveys after installation and repair with a representative group of customers who purchased these products.  Dissatisfied customers were asked follow-up questions to identify potential issues.  Managers then followed-up with unsatisfied customers and steps were taken to resolve the problem.  In some cases, certain aspects of the transaction caused dissatisfaction, prompting the client’s management team to look closely at corporate practices and procedures.  In other instances, customers felt they were treated fairly and equitably, but poor quality replacement parts were the source of the problem.  This data was collected and shared with the vendors responsible for manufacture of the poorly performing products.

Although this project initially started as a means to evaluate customer satisfaction with specific brands, it evolved into an ongoing project that sought to monitor specific company performance standards.   The client used telephone based survey data to establish a performance/satisfaction metric and then measure customer satisfaction against this index over time.  The ongoing nature of the customer satisfaction surveys also drove development of an online reporting tool created for the client.  This new online reporting tool was branded with the client’s corporate colors/logo, and offered a number of benefits, including:

  • The ability to review individual survey responses on demand instead of relying on Direct Opinion’s staff to provide data files on a daily basis.
  • A dashboard view that allows management to assess satisfaction metric with monthly and quarterly scoring comparisons
  • Reports can be filtered by multiple specifiers, such as brand type
  • Tiered access can be programmed to limit access to specific data
  • Concern Alert resolution tracking
  • The raw data export tool can deliver data compatible for SPSS imports

Customer Satisfaction Surveys From A Company That Understands Automotive….

Looking for a company to conduct customer satisfaction surveys in the automotive maintenance and repair sector?  Curious about how we can customize our online reporting tool to help you analyze your auto service follow up survey data?  At Direct Opinions, we have the experience, people, and technology needed to conduct state-of-the-art customer satisfaction surveys for the auto service and repair field.  Send us an RFQ and tell us what you want to know today.