Voice of Customer
SATISFYD’s Voice of Customer (VoC) solution gives you the tools to gather and act on important customer feedback. Customer comments provide valuable insights that help drive innovation, improve profitability and generate demand for your products and services. VoC is the foundation needed to create a responsive, customer-centric environment at your dealership.
Dealership Spotlight
How did you use the program specifically for your needs?
The department manager for the survey follows up on every survey with comments on anything that is negative, neutral, or suggestions so we can clearly understand what the customer is needing, wanting, etc. Many times we can solve problems very quickly and proactively, as without this survey many times we wouldn’t have known. The follow up also happens on ratings of 3 or less on 5pt scale or 7 or less on 10pt scale.
What outcome did you achieve from using this program?
We have drastically increased our overall rating in locations where it was poor. We have also been able to correct some errors or situations where we could get better. It’s great because we can follow up with that specific customer on a change we made that was a suggestion of theirs. There are also specific things we identify through the survey follow up on coaching moments with employees that we can use to improve.
Would you recommend SATISFYD? Why?
Absolutely I would recommend, especially if there is good follow up with customers. Most customers are surprised when we call and follow up as they say most of the time no one ever calls on survey responses.
– Tom Schuneman, General Manager at Schuneman Equipment