Customer Feedback
As part of our agreement with Pivotal, we need to collate as much customer information during the delivery/collection process as we can. Pivotal benefits greatly from this, and your interaction with the customer is one of the few times ‘Pivotal’ actually meets the customers face-to-face. It’s a perfect opportunity to gather some information about Pivotal, the vehicles, and the Pivotal services in general.
Remember, although you are a Ferris driver, when it comes to Pivotal – you are representing Pivotal and effectively work for Pivotal.
Pivotal will be calling the customer to ask for their feedback within 48 hours of delivery/collection. Thus, they do not want drivers asking questions in advance as the customer may feel overwhelmed and irritated by all the questions. However, as a driver you may pick up various bits of information that are useful to Pivotal and need to be reported back, such as issues with the vehicle, customer’s general demeanour, problems/issues with the vehicle including cleanliness, if the customer required a model specific handover etc.
There is no ‘right’ way of providing feedback – just focus on trying to convey the customer’s overall experience of the vehicle and anything else of interest they may mention voluntarily. Do not ask direction questions.
Great Feedback
helps Pivotal to understand what the customer is thinking about Pivotal in general
- helps Pivotal to understand the customer’s needs
- helps Pivotal know WHY the customer might be unhappy/returning the vehicle
- helps Pivotal provide a ‘magic moment’ (eg. “My wife is giving birth next week”)
- helps Pivotal help the customer with anything they may need
Pointless Feedback
- doesn’t tell Ferris or Pivotal anything which is useful
- vehicle information should be provided on the inspections (unless it something the customer has pointed out)
- feedback which makes Ferris look bad
