—HVAC Update—
Giving A Voice To Consumers:
The American Standard Customer Satisfaction Survey

Consumers are noticing the quality difference offered by the Customer Care Dealer.

“My air conditioner was replaced in the quickest, most efficient manner possible ...”

“The whole experience from beginning to end was a pleasure ...”

“It makes a big difference when dealing with professional people and quality equipment ...”

These are the voices of American Standard consumers singing the praises of Customer Care Dealers. American Standard is proud to announce that 13,488 customer names were submitted during the third quarter of 2000, representing an increase of 117 percent over first quarter submissions. Congratulations to the Customer Care Dealers who posted an average customer satisfaction survey score of 94.7 percent for the third quarter of 2000.

Your participation in the Customer Care Satisfaction Survey accomplishes many objectives. It provides a forum for consumers to express their opinion of their buying experience. In addition, it provides Customer Care Dealers with a mechanism to measure their performance, as well as train and motivate employees.

But, while we’ve come a long way, there’s much more work ahead of us. Consumer response rates dipped slightly to 20.7 percent during the third quarter of 2000, compared to 23.6 percent during the first quarter. Remember, the best way to increase the consumer response rate is to personalize your request. Make sure your customers are adequately prepared for survey solicitation by using tools like the Customer Satisfaction Survey brochure to increase compliance.

Survey participation ensures the program’s integrity. Dealers who do not participate in a consistent way will not be offered re-enrollment in the Customer Care program in 2001.

Keep those submissions coming in and train every employee to understand the importance of getting consumers to participate in this process. Together, we can make 100 percent consumer satisfaction a reality.