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Customers Satisfaction Ratings

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Customers Satisfaction Ratings

Customers Satisfaction Ratings
Customers Satisfaction Ratings

Customers Satisfaction Ratings

I must admit that in most of my years as a garage owner, customer satisfaction ratings were never known. Of course, up until the advent of modern computers, there were no such things as ratings for your customers. So it has become a thing of the future! And why not. Importantly, it is one of the best indicators that your business is doing well. Whatever type of product or service you are selling,.

Another happy positive is that when you have high ratings, it’s no coincidence that your business will thrive. Anyhow, that’s my experience! Consequences also set out other parameters that will give the thriving business the best results. In my opinion, the number one factor is having the right staff. Especially when in a garage situation.

Garage owners just dont get it ! Customers Satisfaction Ratings

Of course, the  garages of today have a lot to thank for the start of the “Kwik-Fit” era. Coming out of an American idea from the infamous Tommy Farmer, fast fits brought the garage industry into the 21st century. Incidentally, we do still have the dirty back street type of garages and scruffy second-hand tyre shops for all to see.

However, the garages that prosper will have all the right mixtures of ideas and cleanliness that modern driver s are looking for. This also reflects on the particular garage businesses ratings of customer satisfaction.

These days of consumerism mean that we all have to try harder

be more polite and generally “bend over backwards”. So to keep our ratings high,. Consumers are very savvy  and will freely give a business a good review. Strangely enough, there does not seem to be a middle-of-the-road review!

At least not with us at Pellon Autocentre. Most reviews are, in fact, 5 stars, which is excellent for us. However, we get the odd customer who will give us just a 1-star rating.

I must confess that I used to hate this. Although very rare then it is all part of system. We will never please everybody! Now I take the time to look into this. So, when we receive a low rating then I now investigate the poor result. Then first thing that hits me is that my excellent staff always know about the circumstances. I truly believe that there is a certain type of person who is never going to be happy.

Whatever and wherever they go, these people are trouble.

So, I know before I say anything that my staff know exactly what has happened. Believe me or not, it is always the customer that has caused the problem, leading to them giving us a 1-star rating. Importantly, we do make mistakes! After all, we are only humans.

But a good garage will handle any problem in the correct manner. Always change a possible bad situation into a good outcome. This includes all our garage services and products. Including tyres and associated services. and MOT testing.

Finally, we do have good reviews on Google and Facebook.

But in my opinion, our online tyre portal, www.pellontyres.co.uk is the most accurate and is not open to any low-scoring abuse from “keyboard warriors.”.

Subsequently, try to knock your reputation by giving a false low score. Below, I have published our excellent results and would like to thank our great customers. So, thank you for taking the time and energy to give us the results that all businesses dream about.

Forward to 2024 here at Pellon Tyres we are now members of Tyresafe.org to help promote safety.

Net Promoter Score Results

What does your NPS score mean?

Your NPS score tracks customers on how they represent your company to their family, friends and colleagues.

  • A negative score means you have more Detractors than Promoters and your organization is unlikely to grow.
  • A NPS score of above 0 is considered to be good.
  • A NPS score above 50 is considered to be exceptional. This also indicates that awareness of your organization will grow through word-of-mouth marketing.

The NPS score is calculated by subtracting the percentage of Detractors (those who scored your fitting centre as a 0-6) from Promoters (those that scored your fitting centre as 9-10). This generates your Net Promoter Score.

Many Thanks from me and all my excellent staff for their contribution to having great Customers Satisfaction Ratings.

Eric Roberts

car brakes problem

Failing Brakes

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Failing Brakes

Failing Brakes

Failing Brakes
Failing Brakes

Many cars are now having a bad  experience

Of driving your car along the road only to find that when you apply the Failing Brakes,

you hear a tremendous “grinding”noise problems

Of course winter is always a bad time for our customers with brake problems. Specifically, because drivers use their brakes much more often. Especially, if the weather turns wild. Snow and ice make drivers doubly aware of the driving conditions. Consequently, they use the brakes twice as much as they would in say dry sunny summer conditions.

Eventually the brake pads will wear away. In many cases the pads wear down to the extent of wearing out altogether thus causing Failing Brakes ! Frequently, only leaving the metal part of the pads in tack. Of course this is the time when the grinding noise can be first heard by the driver. So, causing panic as this is often accompanied by brake warning lights illuminating on the cab dashboard !

Drivers panic !

So, the noise comes from the metal part of the worn out pads grinding on the metal brake discs eventual causing Failing Brakes. Resulting in the horrific noise when the brakes are applied. Significantly, this happens many times and We are now finding that we are seen an increase in drivers calling into our Halifax garage with this problem. With with Failing Brakes that are rattling and banging. Many of our customers are lady drivers (about 60% we estimate).

Not being sexist but the lady drivers do appear to panic more when this bad brake experience happens. Finding out that when you apply the brakes. Then you can hear a tremendous “grinding”noise. As a result, coming from your car. This can be a harrowing and frightening experience. Especially, to a first time driver.

When this happens all the customer wants to do is stop their car. Of course and then, getting it to a garage as soon as possible. As I have siad earlier, these days as well as the noise, then a warning light will illuminate. Hence, on the dash-board. Making the experience twice as daunting.

Customers just want their vehicle putting right !

So, in really severe cases of total brake failure, then a recovery is often required. Drivers just dont want to drive their cars that are making such a terrible noise. So, the cars are just left with us to do whatever is needed to make their vehicles roadworthy again ! The cost of the repairs does not seem to be a problem. Because, this important part of the car and the brakes must be fixed at all cost.

Why let the brakes get to this stage ?

This is the bit that I don’t understand ! I believe  that the main reason for the customer grinding brake problem is a lack of car servicing. Thus allowing their cars to become  beyond the stage of proper safety levels (when the pads are completely worn down and they become metal on metal with the Discs). Dangerously, this problem occurs mainly because the vehicle had not been serviced the year before.

Customers now lead very busy lives ! So, it is not surprising when we tell them that their car has not been serviced for over two years. I must admit that I am in this bracket ! Consequently, because of a missed service then parts that need replacing such as brake pads . So, are neglected and wear out causing the grinding problem. Customers do not usually miss servicing on purpose !

So, there was a time when our customers would miss a service for financial reasons. In recent years we have found that this has become less of a problem. Money is much easier to access, so important things such as servicing their car has become less of a problem.

Missing a service is false economy !

However a modern safe guard has become the annual MOT Test and servicing. Expressly, the modern way is to have a service when the vehicle is in for its annual MOT test. So, to help drivers, many garages like ourselves. Offer a service and MOT package that is in the financial reach of most card drivers. Of course, this package ensures that things that could be missed due to neglect can be spotted  and put to rights.

Including the cars braking system. When the brake pads  are not completely worn down then we can advise the car owners and they can be changed before the dreaded grinding noise emanates.

So, when the car is in fir a service/MOT, and we find that the  Brake Pads are getting low. Then we report back to the client with an advisory. Of course with the permission of the car owner ! The parts will be changed on the service making the car safe again, and up to scratch. If the owner does not have their vehicle serviced and the Failing Brakes are neglected, then the problem of low pads will then be spread to the other parts, namely the brake discs.

Of course, other brake problems could also occur. Including, seized up brake calipers, or leaking brake cylinders and damaged ABS warning wires.

Failing Brakes problems could have been avoided.

As an example to what I was saying earlier in the article! One lady customer brought her BMW Mini in to us with a  Brakes problem. Closely examining the Mini we found that she required discs and pads on the front. Including a set of pads on the rear. The lady could not understand this ! Explaining that she we had only just serviced the car a couple of months previously.

Much surprised! We subsequently,checked the records on our computer system. She was horrified to find that the last service was carried out 18 months ago ! Time had flown by and she had missed her annual service completely. Needless to say that she apologised, paid her bill and went on her way. Of course ,we do send out reminders to our customers, but it had slipped her mind.

I do believe that motorists are becoming more aware and educated about the need for regular car servicing as a preventative measure to Failing Brakes. Especially before the dreaded grinding brake scenario occurs!