Questions that gauge satisfaction in the following areas should be considered as well:īerlenbach also suggested establishing core questions that various other departments can use, too. “I was hired to address several shortcomings within Fleet,” Hrichak said, “so my questions were based upon tracking our progress to correct those issues.” Even so, it’s also worth tailoring questions to any known areas of concern. Target Questions to Areas of Concernįor the most part, pre-planning will help vital survey questions emerge. Past surveys (or those of colleagues in other areas) can serve as excellent inspiration - and a welcome shortcut for those short on time.
“We had a special audit conducted on the garage several years before I was hired, and I used that survey as a base for our present survey,” said George Hrichak, fleet manager, City of Chesapeake, Va., Central Fleet Management. Leverage past experience - if surveys have been conducted in the past, use them as a starting place. To start, he recommended making a list of key services, with a numerical scale customers can use to rate the importance of each.Īfter identifying the services most important to customers, use those as the basis for the survey to gauge how well the fleet is doing.
Doing so can be a simple - but vital - first step, Berlenbach said.
