I took my car in for service a couple weeks ago. Toyota really really really wants me to fill in a survey to tell them how the experience was. So far, Ive had at least three emails and a phone call asking me to do the survey. (In the phone call, the guy who was in charge of the service told me that this is like his report card.) Im reluctant to fill it in partly because I dont remember for sure the exact answers to questions like Did you get an appointment on the day you wanted?, and partly because I didnt have strong feelings about the service. It was fine, it wasnt bad, but it wasnt spectacularly wonderful either. (And I think I interacted with at least three different people, but Im not sure about that.) But I feel like if I say that, Ill be downgrading the employees who did the service, because when I first bought the car I was told that anything less than perfect scores on Toyota customer service surveys counted against them. And I dont want to downgrade them; they were fine. Anyway, the result of all that is that I dont feel like spending a lot of time going through their fairly extensive survey. But Im surprised at just how persistent they are in their requests. Toyota, youre the only company Ive ever encountered that tries this hard to get customer feedback. Maybe if someone isnt giving you feedback, they dont want to? Or maybe your survey isnt asking the right questions or allowing the right answers? Or maybe your culture of focusing on perfect scores is a problem? If its that important to you, then maybe your first question could be something like If youre not up for filling out this form, would you be willing to give us more information about why?
Posted on: Sat, 29 Nov 2014 02:22:18 +0000
Trending Topics
Recently Viewed Topics
© 2015