I am writing to express my complete satisfaction with your company, Quality Assurance. As you know I have been a long time customer of yours spanning two different automotive dealerships. Since starting with your company you have gone from performing the phone follow up calls to our customers that were in for service, to a maintenance reminder system that keeps them coming back, and now to a very user friendly website. Every time I have requested something, such as a special report, you have come through. You have even facilitated some meetings at our dealership to help with customer satisfaction issues.

Your company's dedication to changing by improving how you do business to make it easier for us to do business with you, via the website for example is incredible. The ease of changing a coupon on a reminder letter is so simple and quick to do. I can even add my own coupons for specific makes, models and mileage's. You call them smart coupons and I agree they are smart. The reporting system is also great. In just a few clicks I can see what customers need a follow up from me, or a service advisor. After contacting the customer we can enter the information or outcome of the contact into your system and easily retrieve it at a later date. From weekly reports to quarterly reports, it's all easy to use and understand. Believe me, we need simplicity and your system has it.

As we start 2008, I also wanted to say thank you. As you know our dealership wasn't performing that well in customer satisfaction just a few short years ago, and now we are a President's Award winner for what looks to be our third straight year. You and your company play a big part in that and I thank you.

Thank You for the Great Job!

Sincerely,
Brad Jordet
Service Manager
Luther Family Ford - Fargo, ND

When looking for a new customer retention program Lundeen Ford Inc. had very specific program goals that needed to be met. We wanted to implement a system that met our commitment to customer satisfaction.  The goals most important were customer retention, flexibility, and value. 

After analyzing many services, Quality Assurance stood well above the competition.  We have been using Quality Assurance services for almost three years, and the results have exceeded the initial expectations of our management team.  Quality Assurance has done this by evolving and moving forward as customer needs change.  It has been critical that Quality Assurance has been able to reach out into different marketing areas.   This has brought new customers into our dealership.  Value as always is a key component, and what we like most is we get what we pay for.  We pay a very reasonable rate for the top notch services our customers receive, without any fees for items such as “database management.” 

I would not hesitate to recommend Quality Assurance to any dealership that is trying to stand out in today's marketplace!  If you have any questions on how the program has worked for us please do not hesitate to contact me.

Dean Bartosch
Service Manager
Lundeen Bros. Ford Inc. -Annandale , MN

When we started using Quality Assurance services, our main goal was to improve the number of vehicle buyers that were becoming Service Department customers. We had tried various things to try to retain more of our vehicle buyers, but nothing seemed to work.

We were impressed by the flexibility and customization of the services offered by Quality Assurance, so after careful consideration we decided to give them a try. Quality Assurance implemented processes to make sure each vehicle buyer was contacted with a letter right after the purchase, and again with a phone call shortly before the first service visit was due. Both of these items were tailored to our dealership and our customers, which made a big difference. I am pleased to say that the results have far exceeded our expectations. Our percentage of scheduled first service appointment visits has increased from 31.1 percent to 73.2 percent!

Quality Assurance has many years of experience working with dealerships, so we were able to count on Quality Assurance to handle all of the details of setting up a system that was just right for us. We just told our Quality Assurance representative what we needed to improve, and he took it from there. We have been using Quality Assurance letters and calls for over two years.

Quality Assurance offers a wide range of services designed to increase Service Department retention and profitability. I recommend Quality Assurance for any dealership that is trying to improve in these areas.

Scott Passage
Service Manager
Stivers Ford - Waukee, IA

 

I have used Quality Assurance services at two dealerships - Toyota of Des Moines and Performance Toyota of Lincoln. I have been very impressed with the positive impact Quality Assurance has had on customer retention and customer satisfaction scores. At both dealerships, Quality Assurance helped us improve our customer satisfaction scores to the level needed to achieve Toyota customer satisfaction awards.

Quality Assurance offers a unique approach to CSI Follow-up calls: rather than using a call center, one caller makes all of the calls for our dealership. I feel this leads to a more personal call, which results in our customers giving a candid assessment of our dealership's performance. We often say "the only complaints we can't resolve are the ones we are not aware of." Quality Assurance is very effective at bringing customer concerns to our attention, so we can resolve issues before our customers receive the Toyota survey. This results in higher survey scores and more customers coming back to our dealership.

I strongly recommend Quality Assurance to any dealership that is interested in improving customer retention and customer satisfaction.

Troy Tellinghuisen
Service Manager
Performance Toyota of Lincoln - Lincoln, NE