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| The Results are in... |
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Warranty
Direct Customer Satisfaction Survey
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Warranty Direct surveyed 3,198 customers to solicit their feedback on their products, services, employees and claims handling. "The response was overwhelming. Thank you to all of those who took time to reply, we greatly appreciate the trust you have placed in Warranty Direct. We are pleased to share some early responses.
| 1. What
factors led you to choose Warranty Direct? |
Almost 70% cited their Better
Business Bureau record with ZERO complaints in the past 12 months. Click
Here to view their BBB report.
R. Killion wrote, "My extensive research led me to one
conclusion, Warranty Direct has the best customer satisfaction rates in
the industry."
42% cited recommendations from trusted sources such as their mechanic,
friends and relatives. 17% had
Warranty Direct coverage on one or more previous vehicles or were
referred by a Warranty Direct customer.
W. Courtice wrote, "My trusted mechanic recommended your company, based on his personal
purchase of your product and the ease with which a claim can be made and
repairs done."
B. Walls wrote, " I bought Warranty Direct because I had it on a previous vehicle, and I was very pleased with the service--GM dealers readily accepted it.
36% of respondents indicated their 25 years in business, company stability
and insurance backing as their primary reason for purchase. 11%
indicated that they felt confident due to the fact that Warranty Direct
is not an Internet only company and has a long history of sales through
car dealers. The fact that Warranty Direct is licensed in California
(most strict financial requirements in the US) was cited by 9%.
P. Holz wrote, " Two key factors in my purchase. First,
you had a full warranty listing only items excluded (shortest list I
could find). Second was your longevity and financial strength, as
confirmed by many third parties.
L. Saurymper wrote: " I would say that your presentation
on the web as the only company licensed to trade in California was
a major factor in proceeding to consider your company.
22% of respondents indicated the breadth of information available on their
web site and/or the ease in researching the company history.
J. Groh wrote: " Price and reputation were the deciding factors. Your web site is excellent. We wanted a company that was respected, been in the business for over 10 years, and had reasonable prices compared to the market. Also, we were interested in a member in good standing with the Better Business Bureau. You met the bill."
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| 2.
What role did Warranty Direct's sales professionals play in your decision? |
"To say that we were blown away by the responses to this
question would be an understatement. I could not be more proud of our
dedicated sales professionals."
- Randy Downs VP, Warranty Direct.
82% of all respondents cited their interaction with a Warranty Direct
sales professional as a major factor in their purchase decision. The
most often used words to describe our sales professionals were excellent
product and industry knowledge, no high pressure sales techniques,
enthusiastic, professionalism, reassuring and helpful.
M. Menguc wrote: "Sales person (Barry) was amazingly
professional. Keep him!"
M. Browder wrote, " Your sales professional, Kelly, was awesome!
Less than 3 weeks after purchase, my power steering went out. Your
service was superb, everything Kelly had promised."
C.Irby wrote, " upon calling and getting information directly from your sales
rep (Frank), I knew that I was dealing with a group of professionals with great value for
the cost."
J. Potvin wrote, " Your salesmen (Bob) was very committed to
Warranty Direct and was not pushy at all. He was very sincere and I
believed he meant what he said and was not just trying to sell me."
D. Kramer wrote, " The four people I talked to on the phone
were very professional and exerted no high pressure to sign now or else.
Being a fairly well educated professional, I appreciated the
professional, fact filled approach.
J. Rothmeyer wrote, " I received a phone call to follow up
on my inquiry. She (Sarah) answered all my questions very well. She wasn't trying to give me the hard
sell, just a call to answer my questions. Look at who helped me with my policy and give her a raise! |
| 3.
What suggestions do you have for us to improve? |
We received so many suggestions and great ideas. We are working today to
implement some of them as soon as possible. In fact, we have already
implemented some web site revisions to make our site even easier to
use.
We appreciate all the feedback and welcome your comments and
suggestions. Please keep them coming. |
| The
Feedback after the survey |
J. Getman wrote, " I have to say I am pleasantly shocked to know management in the company at your level is connecting with not only reading the surveys but personally responding, as well, to some text buried within the free form survey comments offered by me. That alone, a demonstrated commitment to quality, is comforting."
J. Shores wrote: " Mr. Downs, I was quite surprised to see you
personally responding to the surveys that Warranty Direct sent out.
Thank you for the prompt and personal response to my concerns.
I wanted to add a little to my earlier reply. Your warranty provided equal coverage to the GMAC warranty and was
more cost effective and the fact that you have been in business for 25 years gave me the comfort zone to
finalize my decision.
In looking at some of your competitors, they did not require an
inspection for an out of warranty vehicle like you did. They tried
selling this to me as a benefit. The fact of the matter is, how can they
cover a vehicle that has no factory warranty without inspecting it? I
imagine a lot of people fall for this tactic and end up with claims
being denied for pre-existing conditions. You need to promote this
factor and save people from making decisions based on convenience."
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