How To Improve Your Customers' Satisfaction ...

Our Delivery Follow-Up service is improving customer satisfaction levels dramatically for hundreds of companies across the nation. Not only for auto dealers, but these same services are used by RV, Marine and furniture dealers as well.

We provide new information on a daily basis. Good, bad, or otherwise, you will have accurate and timely customer satisfaction information.

With us, you get …

• 100% accountability for each delivery customer provided
  
• Commitment from completely satisfied customers to return factory surveys
  
• All satisfaction "HOT BUTTONS" covered
  
• “Problem customer” HOT ALERTS by immediate fax or e-mail
  
• Detailed monthly reports of performance trends by sales associate
  
• Documented outstanding customer testimonials
  

By prompting the return of the factory survey with a “very satisfied” rating, we will increase the number of positive responses that actually make it to the factory, increasing your dealership’s CSI ratings.

You and your staff also receive positive and complimentary comments which serve as a morale boost and as a customer testimonial to your excellent service.

How It Works

1. You simply provide the names and phone numbers of your delivered customers to us every day. (We can automatically poll your database with our data extraction capabilities. See Call Center for details.)
   
   
2. Our Research Associates call your customers. Using our professional phone survey, we learn how your customer really feels about the purchase, and delivery experience. We show empathy and concern to your customers and let every customer know of your sincere desire to solve all problems to their satisfaction.
   
   
3. Upon completion of the survey, our system will auto-fax/email a Delivery Satisfaction Notice (DSN) to you, complete with any customer comments.
   
   
4. If the customer is “100% satisfied,” we get a verbal commitment from your customer to return the factory survey as “completely satisfied.”
   
   NOTE: Our goal is to INCREASE the number of positive responses returned to the factory, maximizing your CSI!
   
   
5. If the phone survey is less than “100%,” we tag the notice as “HOT” and make no mention of the written factory survey. Instead, we ask what it would take to satisfy the customer. The “HOT” fax/email alerts you to customers who need immediate attention.
   
   
6. At the end of each month, you will receive a summary report, which compiles the individual survey responses into showing dealership and individual sales associate performance on a monthly and year-to-date basis.
   

This unbiased report shows you your Delivery Process through your customer's eyes. It is designed to meet factory requirements as your documented follow-up program. (See Sample Reports.)

Sample Increased Success For Yourself

Take a few minutes to review our Services and, most importantly, What Our Customers Say about how The Listener Group® has helped them increase their success and build relationships.

Then see what a difference The Listener Group® can make for you. To sample our services, and taste greater success, Contact Us—Today!