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Why Should I Complete an Auto Shop Customer Service Survey?

Dorothy George, Mon, Jan 30, 2012

From the cable TV provider to the barber to an online shopping experience, everyone wants you to complete a customer service survey.  Now your local auto repair shop is asking you to do the same thing.  Do these surveys really mean anything or are they a complete waste of time?  Well the answer will depend on the specific business, but here at BA Auto Care, we use the information you provide in the survey to improve your customer service experience.

auto shop customer satisfaction surveyYou may have noticed we’ve switched our customer service survey format from a postcard to an online entry. It’s greener and it’s easy to complete while you’re waiting in line with your mobile device at the grocery or hardware store, or while your at home catching up on e-mails.

Customer feedback is important to us, and that is why you’ll find a survey sample tag in your car after we’ve completed our work. We want to make sure we’ve met or exceeded your expectations for timeliness, professionalism, quality, accuracy, and value. Plus, if there is additional feedback you’d like to provide that we don’t specifically ask about, we’d like to review that, too.  Just add your remarks to the comment section.

This survey can be as anonymous or specific as you like. If you’re interested in a reply or for us to pass along compliments to your service advisor and technician, please enter your repair order number (ex. 12345). It’s at the top center of your invoice. There’s no need to supply any personal or vehicle information online.

You can find the survey online at: www.baautocare.com/review

Another way we get feedback from our customers is via a personal phone call. We’re planning to expand the percentage of customers we follow up with this way. When we call, our goal is to only take 2-5 minutes of your time, but we’re happy to spend longer with you. These calls are made on weekends.

You can also initiate feedback with us by filling out the “Contact Us” form on our website.

So, please join us in our ongoing interest in dialoguing about how we’re doing. We’d love to hear from you.

 

About Brian England

 

Brian England, the current president of BA Auto Care (formerly British American Auto Care) got his start with an auto apprenticeship in a small town in the northwest of London. He came to the U.S. in 1972 to work for a Land Rover dealer in Rockville, MD, and a few years later, started British American Auto Care with his wife, Jennifer. A big believer in preventive auto maintenance, Brian's philosophy is to encourage and educate drivers on the benefits of adhering to a regular maintenance plan.