How is your company currently perceived by its publics?
For customers the company is perceived mostly in a good light. Of course there are going to be some with negative opinions but it's virtually impossible to please everyone. Despite that fact the organization currently has a customer satisfaction level of 94.66%.
What messages are being conveyed?
Honesty is one of the key messages being conveyed. It's one of the key goals for the company so it's good to see when the customer agrees. It's especially nice in a service that is stereotypically the opposite. Another key message is that the quality of work is superb, mostly do to having an experienced and knowledgeable staff.
Are these in line with what is being sent from the company itself?
Yes, the company wants to convey the messages that are being received by the customer and public. As mentioned above honesty is important in the auto repair industry, as is being able to trust the work.
Do you think the PR & marketing is effective? Why or why not?
One of the goals has been to maintain and increase customer satisfaction as well as creating a positive feeling for potential customers. I believe currently the organization is succeeding though there is always more that can be done. I did look at competitor reviews online and found a much lesser presence so in that respect the company is far ahead.
What types of things could your organization do to continue to improve?
ReplyDeleteOne of the 'complaints' many people have is cost. Most customers understand that this is unavoidable but the company does spend time looking for ways to reduce customer bills. Other than that the company listens to individual critiques and try to correct anything negative.
DeleteAn auto repair company with a 94.66% customer satisfaction rating is very impressive, especially knowing how angry people can be without their vehicle. If you do not mind me asking, which auto repair company are you referring to?
ReplyDelete