As many of you know, we regularly ask for your feedback about your parts, service or rental experience in the form of telephone surveys to help us understand if we are providing a good experience for you and to see how fast we’re improving.
A strong majority of you consistently give us very positive feedback, which reinforces for us that we are doing many things very well. We treasure those pats on the back, so keep them coming. As much as we appreciate positive feedback, we also value the feedback that tells us how we can get better. Some of you have also given us that kind of feedback, and we thank you. We are hard at work finding ways to incorporate all your feedback into improving the level of service we provide.
As you probably know, surveys use standard scales to record scores. Since those scales can seem somewhat arbitrary, we think it might be easier for you to share your feedback if we showed you how we interpret the survey scores, so here it is. For each feedback question we ask you,
- Scores of 9 or 10 tell us that you’ve had a good experience and would like us to do more of the same;
- Scores of 6, 7, or 8 tell us that you’ve had an acceptable experience but would like us to do something better;
- Scores of 1, 2, 3, 4, or 5 tell us that you have some feedback that can help us improve significantly.
We hope this explanation is helpful to you. We appreciate your willingness to help us get better, and we don’t want to wear out our welcome, so we’ve set up our program to limit the number of times we ask for your feedback to about four times in a year.
There was a time when we worked hard to earn your business for the first time, and asking for your feedback is part of our effort to earn your business again every time.
Thank you for choosing to do business with us.