CUSTOMER SATISFACTION FOLLOW-UP

We appreciate the opportunity to serve you and trust that you are pleased with the service provided.  We believe in and strive to achieve 100% Customer Satisfaction.  Would you please take a moment to review the following questionnaire, indicate your responses and click the submit button?
 
Name: *required
SVS Number:
Address:
City:
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Zip:
Email Address: *required
   
Question 1: Was our CSR courteous and helpful?
  Yes     No     Not Applicable
   
Question 2: Did our CSR advise you of our minimum fee and available services?
  Yes     No     Not Applicable
   
Question 3: Did our Technician arrive within a reasonable time of when you were advised he’d arrive?
  Yes     No     Not Applicable
   
Question 4: Was our Technician professional, courteous and knowledgeable?
  Yes     No     Not Applicable
   
Question 5: Technician’s appearance was:
  Excellent     Good     Fair      Poor
   
Question 6: Did our Technician use disposable shoe covers (booties) and a red carpet to protect your floors?
  Yes     No     Not Applicable
   
Question 7: Were you given a complete, written diagnosis and quote before the work was performed?
  Yes     No     Not Applicable
   
Question 8: Were additional options and pricing provided?
  Yes     No     Not Applicable
   
Question 9: Was the work performed to your satisfaction?
  Yes     No     Not Applicable
   
Question 10: Were you offered a customer care package and business card so you can have our number handy for future service needs?
  Yes     No     Not Applicable
   
Question 11: Would you like to have the same Technician for future service calls?
  Yes     No     Not Applicable
   
Question 12: Did our Technician or CSR explain the benefits of our Red Carpet Service Agreement?
  Yes     No     Not Applicable
   
Question 13: If not, would you like us to send you information on a service agreement?
  Yes     No     Not Applicable
   
Question 14: How would you describe the level of service and value you received compared to the price charged?
  Excellent     Good     Fair      Poor
   
Question 15: Would you recommend Keith Lawson Company to others?
  Yes     No     Not Applicable
   
Question 16: May we have your permission to share your comments with other customers and/or for marketing/advertising activities?
  Yes     No     Not Applicable
   
Additional Comments:
 

This completed survey will be entered into our "CUSTOMER OF THE MONTH" drawing for a $25 gift certificate to a local restaurant.
 

 

Keith Lawson Company

Zeroes in on Customer Satisfaction

Keith Lawson Company was recently recognized for outstanding customer satisfaction in the Nexstar Network Customer Satisfaction Audit (CSA) program. Nexstar is a national organization that emphasizes customer-oriented business marketing.  

The CSA was performed by an independent market research firm to identify factors that influence how customers perceive household service and repair firms. Factors were narrowed to workmanship, promptness and dependability, customer relations, price and overall satisfaction. 

A total of 132 Nexstar member firms from across the country and Canada participated in the survey, and Keith Lawson Company received a combined rating of 9 out of 10 possible. Nexstar recognizes that customer service is paramount to staying in business and teaches its members to view service to customers over a lifetime, not as individual sales. That means good customer satisfaction is key to keeping each customer coming back and it’s clear the winners of the CSA have this practice down pat.