Make sure the service advisor is reviewing the repairs when the customer picks up thier vehicle and mentions that they will be getting a survey and ask that they participate. If you make follow up calls, again mention that if they get a survey, you'd appreciate the customer completing it.
I'm in dealerships every day and rarely hear an advisor ask for participation. (Same holds true in sales) Just ask for their honest feedback, no loading the lips.
Hope it helps.
Linda
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Linda Graham Hansen
Auto Dealer Focus
www.autodealerfocus.com[This message has been edited by Lhansen (edited 06-02-2009).]