I had my car serviced recently. Nothing remarkable about that, it was a routine oil change, and I went, had it done, and came home. I have no complaints at all about the place that did it, the price, the time it took, the people I saw, or even about the coffee I had whilst I was waiting. It was fine – it was a car service, what can I say?
Following my perfectly normal and routine visit, I received this email;
I wanted to reach out to you and thank you for your recent service visit with me at #########. I hope everything about your visit was outstanding. I also wanted to let you know that ##### will be sending you a survey via e-mail sometime in the next two weeks. I would appreciate it greatly if you would be kind enough to fill the survey out and send it back. This survey is like my report card for the work I did for you. I hope your visit and experience at ####### was TRULY EXCEPTIONAL and if for any reason you can not mark all TRULY EXCEPTIONAL, please contact myself or my service manager, so that we may exceed your expectations!
Now, maybe it’s me, but I expect them to be at the least competent, and they were. I would hope that they would be professional, do the work well, and leave the car clean, and they did. It would be nice if they were friendly, and they were. A bonus would be a pleasant waiting area with free refreshments, and they provided that as well.
In all the whole experience was made as painless as possible, and I’d certainly give them a Very Good.
But a TRULY EXCEPTIONAL (in capitals) experience?
Maybe if they had come to my house with all their equipment, and done the service here, at no extra charge, well then, yes that would count as TRULY EXCEPTIONAL.
Or if they had said, “here, take this $1,000 in our appreciation of you letting us look after your car”, OK fair enough, that would have been TRULY EXCEPTIONAL.
But if the only acceptable answer is TRULY EXCEPTIONAL, then what is the point of the survey? If even Very Good is not enough, the whole survey is made irrelevant.
I told them as much when they asked me to complete the survey, and I got a nice reply thanking me for my comments. This was followed up a few days later by an email asking me how I felt about their response to my comment.
I told them it was TRULY EXCEPTIONAL