Area 17 Customer Service Call

Week 35 Results

Monday, October 4, 2010

Retailand

Service

Net Promoter

Results

215

Service NPS = 71Retail NPS = 43

Only 7 surveys submitted per department.• Breakdowns?• Opportunites?• Goals for Week 36?

301

Service NPS = 67Retail NPS = 100

Only 9 Service / 2 Retail Surveys• Breakdowns?• Opportunities?• Successes?• Goals for Week 36?

337

Service NPS = 92Retail NPS = 100

12 Service / 9 Retail Surveys submitted• Only 1 survey below a 9!• Successes Stories?

338

Service NPS = 100 Retail NPS = 60Only 5 Surveys per department submitted• Breakdowns?• Opportunities?• Successes?• Goals for week 36?

1011

Service NPS = 89Retail NPS = 75

9 Service / 4 Retail Surveys submitted• Breakdowns?• Opportunities?• Successes?• Goals for week 36?

Customer

Complaints

337 - Service

• Contributing factors?• How did you resolve it?• How could you have

prevented the call?• What have you learned?• What did this lesson cost

the store?

Customer was in the store a month ago..Customer needed a new engine,a/c,new battery,altinator,and new struts.. PB put ball joints on instead of struts..Customer needed struts.PB put the ball joints on without his permission..Now customer is going to have to put out more money on struts ...PB also stated they put in a new battery,and altinator...The battery died the same day he got the battery..Employee put the wires to the battery on backwards...Customer would like a refund for at least 1/2 of his service total was $6493.54..

338 - Service

• Contributing factors?• How did you resolve

it?• How could you have

prevented the call?• What have you

learned?• What did this lesson

cost the store?

Customer brought his vehicle into PB's yesturday to have work done, he thought it was going to be the alignment, PB's examined the car and it was determined that he needed a new tire and the alignment was fine. The customer purchased a Kornel tire. He was not informed of the buy three get one free deal and wants to know why that was not offered to him. He would like to return the Kornel tire he purchased yesturday (that brand is not covered in the sale) and get the four for the price of three deal.

1011 - Service

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cust was at his daughters place, looked at her car and he needed a caliper.. took the car to PBs and told them EXACTLY what was wrong as cust is a mechanic himself however is a trucker and unable to take the time to do the work.. made an appt to have car in on Wednesday, cust gave permission to fix the caliper only and to test drive the car after the work.. cust told PBs that if there was any pull then to check the alignment.. PBs told the customers daughter that she needed a bunch of work and that the other caliper was bad etc.. PBs told her all this despite the cust telling them exactly what he was approving and nothing more.. left caliper was replaced but the car is still pulling hard to the left.. cust called store today to discuss the issue and was put on hold for over 20 minutes... feels that his daughter was mistreated and that PBs tried to take advantage of her... resolution: fix the car.. align the car etc...

• Contributing factors?

• How did you resolve it?

• How could you have prevented the call?

• What have you learned?

• What did this lesson cost the store?

Questions

Comments

Conclusion