KIRKLAND, Wash. — In an effort to continuously improve customer satisfaction by creating more interaction with the customer, Kenworth Truck Company now offers new truck purchasers the opportunity to complete two owner surveys via the Internet.
Customers can submit online responses to Kenworth customer satisfaction surveys conducted 90 days and 18 months after registration of the new truck purchase. In conjunction with those anniversary dates, Kenworth sends each new owner a postcard with an Internet link to the specific survey. The customer accesses the survey by providing the truck chassis number and contact information.
The surveys focus on the sales experience, truck delivery, product attributes and performance, interaction with the Kenworth parts and service departments, and overall performance of the customer’s Kenworth dealership.
“Kenworth provides premium customer support through the Kenworth PremierCare Customer Center and dealer network of nearly 300 locations,” said Steve Gilligan, Kenworth’s general marketing manager. “Once we receive the completed survey, we notify the Kenworth dealer of any concerns expressed and request that the dealer contact the customer within five business days to begin addressing the issue,” said Gilligan. “Kenworth field personnel and dealers then work together to ensure that the customer’s concern has been addressed.”
In addition to the web-based surveys, an independent third-party company conducts a monthly telephone survey of Kenworth customers whose trucks have reached the 90-day and 18-month ownership marks. At least 175 customers are included in each of the two survey categories.
A free Kenworth PremierCare Advantages Savings Book is sent to each customer who completes the survey on the Internet or by telephone interview. The book offers more than $1,800 in savings on quality parts, service and accessories for most leading truck makes at Kenworth dealers.
For more details, visit www.kenworth.com
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