In an effort to tighten its focus on customer service, Kenworth Truck Co. is offering recent truck purchasers two owner surveys on the Internet. One customer satisfaction survey is available after the first 90 days of ownership, with the other after 18 months.
The surveys focus on the sales experience, truck delivery, product attributes and performance, interaction with the Kenworth parts and service departments, and overall performance of the customer’s Kenworth dealership.
“Once we receive the completed survey, we notify the Kenworth dealer of any concerns expressed and request that the dealer contact the customer within five business days to begin addressing the issue,” said Steve Gilligan, Kenworth’s general marketing manager. “Kenworth field personnel and dealers then work together to ensure that the customer's concern has been addressed.”
In related news, J.D. Power and Associates recently recognized Kenworth for ranking highest in customer satisfaction among vocational trucks.