It's a simple question. We hope you'll choose to answer it.By Missy Reid | Communications Director | Legacy Automotive Network
We're eager to please, but in that endeavor, we've gotten a little survey happy—especially in our service departments. And that doesn't make you happy. Our solution? The Happy or Not kiosk.
We've installed them in the exit drive of each Legacy service garage. Upon leaving, you just press a button that best describes your experience. From there, we examine the data (as frequently as hourly) to discover trends that will drive improvements. It's anonymous, it's hassle-free, and it requires no email address. How refreshing.
|Here's a up-close view of your choices. Simple, right?|
But our new system—as awesome as it is—is underutilized. Maybe that's because you don't know about it. Hopefully, these pictures will provide the orientation you need to spot them the next time you visit.
|At Legacy Nissan, the Happy or Not kiosk is conveniently located next to the driver-side door upon exit. It's handy and hard to miss, which is probably why participation is the highest here among all our service departments.|
|At Legacy Chevrolet Buick GMC, the kiosk is in a handy location at the service exit, making it fast and simple to rate your experience. Participation is good at this location, but it could improve. We're searching for ways to de-clutter the surroundings to make the unit stand out more prominently.|
|Our least active Happy or Not kiosk is in the service drive at Legacy Ford Lincoln. As you can see, the kiosk is against a wall, the best location we have for now, and it's easy to miss. We're working on exposure with several tactics, including this blog post. Direction signage might be necessary as well.|
The bottom line is, we're driven by your satisfaction. We believe the quick and honest feedback these kiosks provide will keep smiles on all our faces. Help us by participating.
Just one more thing before I sign off: Don't think for a moment these devices have replaced conversations. We're always eager to hear from you personally, so don't hesitate to reach out.
Have a great weekend!