Worry more about the customer surveys you don’t see

If you’re a service manager worried about negative NPS or CSI surveys, fixed ops trainer and author Kieran Stack has one word of advice for you. Stop!

Instead of worrying about negative surveys that come in, Stack says you should be worrying about the ones that are never filled out. The fact a high percentage of customers who receive a survey don’t complete it speaks volumes about the lack of love they have for your service department, he says.

“Remember, they won’t love you until you show them love first,” Stack says. “Don’t transact — connect.”