- Our intuitively ranked top service customers needs slop all over the top half of surveyed customer needs.
- Perceived dealer strengths don’t line up all that well with real customer needs.
Monday, April 18, 2011
Top Service Customer Needs – Lots of Disconnects
About one week ago we asked blog readers to rank a bunch of service customer needs. The chart below has the results of this exercise. Top reader needs start with fixed right the first time (FRFT) and end with comfortable waiting rooms. The green bars show how actual survey customers ranked their needs. The green stars show a ranking of where service customers thought dealers were best vs. chains and IRFs. So, we have some serious disconnects.