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Kenworth intros Web-based customer satisfaction surveys

KIRKLAND, Wash. -- New Kenworth owners can now complete two new owner surveys via the Internet. <br>...


KIRKLAND, Wash. — New Kenworth owners can now complete two new owner surveys via the Internet. <br>
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Customers can submit online responses to Kenworth customer satisfaction surveys conducted 90 days and 18 months after registration of their 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. <br>
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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. <br>
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“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. “Making these two Kenworth customer satisfaction surveys available online will accelerate our response time and aid us in continuing to provide the World’s Best support that customers expect and deserve. <br>
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“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.” <br>
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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. <br>
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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. <br>
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Kenworth Truck Company, a division of PACCAR Inc, is a leading manufacturer of heavy and medium duty trucks. Kenworth is the recipient of the 2004 J.D. Power and Associates award for Highest in Customer Satisfaction among Vocational Segment Class 8 Trucks. Kenworth’s Internet home page is at www.kenworth.com<br>
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