2009 Medium-Duty Truck Customer Satisfaction Study

Overall Service Satisfaction: This score is based on how customers rate their overall satisfaction with the repair service done on their medium-duty truck. Close Service Initiation: This score is based on customer satisfaction with the length of time spent to get an appointment, dealer helpfulness when calling in and promptness of greeting and job write-up. Close Service Advisor or Write-up Person: This score is based on customer satisfaction with their service advisor's courtesy and friendliness, knowledge and expertise, concern about avoiding truck downtime and accuracy of estimating the time needed to complete the job. Close Service Quality: This score is based on customer satisfaction with the ability to diagnose the problem correctly, amount of time taken to determine the problem and complete the repair, thoroughness of the repair, and availability of proper tools and equipment. Close