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As the Parts Aftermarket Manager for an eight store group, it is good to have extra ammunition at my disposal when evaluating each location. I have set up goals with my Parts Managers to have a Satisfyd score of at least 90% rating. The surveys are mailed in a timely manner and the questions asked are pertinent.
We’re very satisfied with Satisfyd!
I respect the fact that the SATISFYD team is as dedicated in helping our dealership succeed as we are when working with our customers. SATISFYD helps us ensure that we are providing our customers with the best possible experience every time. The surveys give our customers an outlet to voice their opinion and in-turn this allows us to grow closer to our customers.
Fillmore Equipment has seen value in continuing to subscribe to the Satisfyd Parts and Service customer feedback system. We like that we can control the frequency of surveys and that they are initiated by specific transactions. We keep the results circulating throughout our organization and we use the “Issue Tracking” to be sure that all concerns have good follow up. We have also built in a system to reward our employees for good results. This helps us keep the importance of excellent customer service in the forefront at all levels in our company.
More than an indicator of our after sale support performance we use SATISFYD to pre-emptively ward off issues that may damage our relationships with our customers. I review every returned survey. Every survey returned to us that answers the question “Would you recommend us to a friend” with less than “Definitely Would” or “Probably Would” get forwarded from me to the appropriate senior level manager to make personal contact with the customer. More often than not customers are surprised someone has read the survey and even more surprised that we took the time to contact them. SATISFYD surveys have a much greater return rate than our private surveys and we have headed off customer issues in a more timely fashion using SATISFYD. SATISFYD is currently an integral part of our customer relationship maintenance. For us SATISFYD is well worth the time and resources we expend.