2009 Canadian Customer Commitment Index Study

Overall Satisfaction: This score is based your overall experience. Close Service Initiation: This score is based on the ease of scheduling a visit, the flexibility to accommodate your schedule and the timeliness of the drop-off process. Close Service Advisor: This score is based on the courtesy, responsiveness and thoroughness of explanations of the service advisor. Close Service Facility: This score is based on the ease of driving in and out of the facility, convenience of parking, facility cleanliness and the comfort of the waiting area. Close Vehicle Pickup: This score is based on the timeliness of the pickup process, fairness of charges, helpfulness of staff, the explanation of work performed and how clearly charges are explained. Close Work Quality: This score is based on the total time required for the vehicle service, the thoroughness of the work performed, condition of the vehicle upon return, ability to diagnose problems and the availability of parts for service. Close