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Auto repair shops have become increasingly interested and responsive to customer needs. It is a business that most of us use several times a year and people who maintain their vehicles know what they like and dislike about an auto repair experience. Successful auto shops understand the importance of meeting their customer needs and putting systems in place to support a strong customer service culture.
A comment card is an easy tool that can help solicit immediate customer feedback. The goal is to capture customer perspectives while it is still fresh in a customer�™s mind.
Possible questions to ask on a customer comment card for an auto repair shop:
Please rate your agreement or disagreement to the following statements:
1. The repair job was completed when promised.
Disagree Somewhat Agree Agree
Comment: __________________________
2. I understood the explanation of needed repairs.
Disagree Somewhat Agree Agree
Comment: __________________________
3. The service to my vehicle was completed for a competitive price.
Disagree Somewhat Agree Agree
Comment: __________________________
4. The employees I interacted with were friendly.
Disagree Somewhat Agree Agree
Comment: __________________________
5. The employees I interacted with were knowledgeable.
Disagree Somewhat Agree Agree
Comment: __________________________
6. I would recommend this auto repair shop to a friend.
Disagree Somewhat Agree Agree
Comment: ___________________________
7. My overall experience was excellent.
Disagree Somewhat Agree Agree
Comment: __________________________
8. What are some things we can do to improve your experience. __________________________
Optional
Name: __________________
Address: _________________
Email: ___________________
Phone number: ___________
This comment card template can be customized specifically for any organization. Keep in mind the fewer questions asked, the more likely a customer will be to take the time to complete a comment card.
Other thoughts:
- Comment cards should be easily accessed by customers.
- Comment cards can be placed in waiting areas or near the cashier�™s desk.
- It is important to have a comment card box available for customers to drop their cards in. This should be displayed for ease and convenience of the customers.
- Empty the box on a regular basis to ensure issues that may be identified can be addressed and service recovery done quickly.
- Information learned from comment cards should be kept and tracked in a database so trends can be identified and improvements made based on feedback.
There are many tools available to learn about your customer�™s experience. Taking the time to develop a customer service strategy so you can understand the customer experience is critical in achieving business objectives and ultimately business growth.
