Components of 100% Service Client Satisfaction

Retail Facility

• Honesty, Integrity & Trustworthiness
• Convenient hours of operation
• Competitive labour pricing (door rate)
• Competitive parts pricing
• Cleanliness & convenience of client lounge

 Tim’s Top Tips: 32%

Ease of Appointment/Check In Process

• Professionalism & courtesy of service reception and service consultants
• Convenience of appointment and accommodation capacity
• Understanding of service concerns & requirements
• Promptness of work order confirmation and creation
• Dedicated sincere care and consideration in greeting and being of service
• Confirmation of previous vehicle history and followup

 Tim’s Top Tips: 16%

Conduct of Business & Expectations

• Good reputation
• Reliability, serviceability, and trust
• Quality of Work
• Well trained efficient and effective technicians
• Support of all products & services
• Fair pricing
• Fix it right the first time, on time & on budget
• Option for quick or express service
• Comfortable client lounge & facilities

 Tim’s Top Tips: 8%

Performance of Service

• Fixed right the first time
• Appropriate time of service to effective repairs
• Quality of work
• Communication on work status & progress
• On time completion of work promised
• Parts available for the repairs or service undertaken
• Ability to communicate directly with the technician

Tim’s Top Tips: 24%

 After Service & Follow-up

• Promptness of communication when vehicle is ready
• Explanation of work performed
• Accuracy of actual cost versus estimate provided
• Adequate explanation of service performed and related charges
• After service follow-up

 Tim’s Top Tips: 20%