What Do Installer Survey Results Say About You?
Using Survey Results to Your Advantage
The installer survey was developed to help ensure the integrity and success of Tire Rack's independent Recommended Installer program. The results and comments received benefit you and your customers, as well. These results (shown online) provide prospective installation customers with an easily understood method to compare installers. Customer comments are a non-biased, trusted way to present one installer's strengths or weaknesses over another's.
Review the results and read the comments to see what customers experience when using you as their Recommended Installer. This valuable "insider's look" at your facility from the customer's viewpoint may help you determine where you might need to make some improvements.
Growing Your Survey Results
WEEKLY SURVEY UPDATES
Weekly, all Recommended Installers receive survey updates.
Included are current ratings as well as any new comments received that week.
Your potential customers will see these rankings and read the comments posted online to help them select their installer. It is our hope that you can quickly review these reports and use them to your best advantage for added success and profits.
If you're not receiving your survey updates contact our Recommended Installer support team at ext. 4195.
Customers who have used a Recommended Installer and have opted-in to receive info from Tire Rack are sent a survey by email. They are asked to rate your service on a scale of one to ten with ten being the highest.
Three ratings are given: Quality of Service, Courtesy, and Cleanliness.
An Overall Rating is Also Given
In addition, customers are asked the amount paid for mount and balance and given space to post any positive or negative comments (similar to the actual survey comments shown here) regarding the services they received. Once your business receives three completed surveys, ratings are averaged, converted into a "five-star rating" and included in search results on Tire Rack's website.
"I was very impressed by the use of torque wrenches, rather than impact guns, and by the jacks that all had rubber pads on them to protect from damaging the underside of the customer's cars. Also, my custom wheels were not scratched or damaged in any way. This type of service is becoming very hard to find these days."
Encourage Survey Participation
If you're not receiving your weekly survey results updates (see information above), it may be because we're not receiving feedback from your customers. Encourage those who select you as their Recommended Installer to fill out our installer survey. Mention to them when they pick up their vehicle that if they have opted-in to receive email communication from Tire Rack they will receive a follow-up email prompting them to submit their comments about your customer service.
Those who don't receive our emails can still easily submit their comments at www.tirerack.com/is.
Encourage those who select you as their Recommended Installer to fill out our installer survey. A quick, handwritten sticky note on their invoice serves as a simple reminder.
They'll need their order number from Tire Rack's invoice and their ZIP Code. Attach this info in a note printed on bright paper to their installation invoice.
The customer's first impression is a lasting impression. Once you have some rating numbers and a few positive comments, the number of customers who select your business typically grows. A high ranking in Tire Rack's installer survey is a great way to remain at the top of your customer's list for installation and other services.