2009 Heavy Duty Truck Customer Satisfaction Study - Services

Overall Service Satisfaction: This score is based on service experiences within the past 12 months. Close Service Initiation: This score is based on amount of time you spent waiting to speak to someone and the dealerships ability to see you in a reasonable amount of time. Close Service Advisor or Write-up Person: This score is based your service advisors ability to advise, honesty, knowledge and expertise, courtesy and respect, fulfillment of commitments, ability to ask questions to clarify needs, and understanding of specific problem. Close Service Quality: This score is based on the ability to diagnose problems properly, quality of work performed, thoroughness in fulfilling your requests, and availability for parts for service. Close