When it comes to customer satisfaction in the service lane, we’re starting to see a trend where one automaker tries to top others with certain extras offered to customers. There’s an entire list of those extras, but WardsAuto Senior Editor Steve Finlay said in a recent article that there’s also a list of things that drive customers away.
WardsAuto’s Steve Finlay: Customer satisfaction for its own sake misses point
By
CBT News Editorial Team
October 4, 2017
More from Fixed-Ops
How training and transparency drove service to a 90% sent rate
A great service department doesn't happen by accident. It takes deliberate investment in people, training, and the tools that help teams do their jobs well.
On today’s episode of Service Drive,...
How dealers can improve service retention and create lifelong customers
Attracting new business and service is especially a top priority in automotive, but long-term success in fixed operations often comes down to retention. With ongoing retention pain points, Spencer Nicholson,...
Where did all the gravy work go?
Why am I seeing so much repair work in shops today instead of the healthy balance of maintenance and repair work we used to enjoy? The answer is actually simple: the average...
How dealers can prevent process drift during a DMS transition
As dealerships adopt new technology and DMS platforms, fixed ops leaders must protect the fundamentals that drive customer trust, service revenue and retention. Joining us on today’s episode of Service...
