Technician Handbook 031 Maintenance and General Service Customer’s Viewpoint According to the Customer Satisfaction Index survey results, Toyota service departments have been lagging behind competitors on customer satisfaction during routine maintenance visits to the dealership. The results above may seem to point toward ASM/customer interactions, but what most technicians fail to realize is how their role affects customer satisfaction without ever interacting with the customer. As noted above, the largest negative attribute gaps seem to be:
• Fairness of charges • Timeliness of the pick-up process • Thoroughness of explanations These three gaps can be related to technician performance and suggest a greater need for: • Ethical recommended services • Timely inspection results and service completion • Thorough documentation of vehicle health Technical Training 19