Formula Reliability Center (FRC) dealers share Formula’s commitment to complete customer satisfaction, providing prompt and courteous treatment to all customers while continually striving to improve their overall operations.
It is a proven fact that satisfied customers are faithful and return in large part because of the excellent treatment they receive. FRC dealers embrace these ideas and incorporate them into their daily and long term business goals.
As a means for ensuring FRC dealers deserve the benefits that accompany elite dealer status, and as a measure of their commitment to customer satisfaction, Formula insists FRC dealers meet certain criteria normally associated with successful service-related businesses.
Formula utilizes an annual Service Department Review & Evaluation to assess dealers’ progress and development as an FRC dealer. The review and evaluation involves a personal visit to the dealership by either Formula’s regional support manager or the director. Pertinent issues are discussed and an open dialogue takes place regarding strengths and weaknesses of both parties.
The review and evaluation is scored, allowing a quantitative record of progress, by looking at four distinct aspects of the dealership: CSI rating (customer surveys), direct customer feedback, the service department’s personnel profile, and the dealership’s facility and equipment.
At the end of each model year, Formula presents Customer Satisfaction Awards to those dealers who maintain the CSI and survey response rate criteria over a four-quarter period.