Background

For a large manufacturer of commercial vehicle products, Direct Opinions conducts Transactional Service Follow-up surveys to evaluate satisfaction levels and gather insight from the “end” customer as these products are sold and serviced through distributor and dealer locations.

Project Overview

Because their products are sold and serviced through distributors and dealers, this client wanted to create a process to gather feedback to not only evaluate the products themselves, but to also assess the sales and service process to ensure consistency across all locations. The Transactional Service Follow-up surveys ensures that the distributors and dealers are representing the manufacturer well and providing great service in an effort to increase loyalty and build their brand.

Results

Direct Opinions conducts Transactional Service Follow-up surveys on a monthly basis with a representative number of end customers for each of the 200+ distributor and dealer locations. These results are fed into our online reporting tool, and viewed by their management to evaluate trends and key performance indicators overall and by individual locations. To ensure that the end customers are receiving the value and customer service they are expecting, a portion of the annual bonuses for the distributors and dealers is based upon these survey results.