Home > Why Choose Us? > Customer Satisfaction Survey
Our most recent Customer Satisfaction Survey was sent to 9,895 customers. The response was overwhelming with a response rate of 37.6%.
The survey was quite simple. We asked a few open-ended questions. We chose this method so that we could obtain the best possible feedback without bias. Had we used a multiple choice type question or other popular survey methods, bias would have clearly shown itself.
Coverage -
Comprehensive
coverage was the most often cited reason why our customers chose Warranty Direct. Just over 68% of all respondents mentioned our coverage as the main reason for their purchase. The reasons most often mentioned were:
Shortest list of exclusions
Wear and tear failures being covered
Seals and gaskets coverage
No overheating exclusion
More coverage than dealer had
“Your warranty was the most comprehensive “bumper to bumper” warranty I could get. You get what you pay for. I wanted peace of mind and you provided that. My dealer was pushing a GE coverage which I declined as yours covered a lot more. Had that been my only choice, I would have self-insured. I have had NO BUYER'S REMORSE.” – W. Noojin , FL
“My selection of Warranty Direct came after considering many other companies. I feel that Warranty Direct offered the best coverage and excellent rates.” – A. Lowell , CA
“I did a considerable amount of research before forking my money over to you. It came down to Warranty Direct and the GM plan, both were about the same coverage. The GM dealer wanted $1,300 more than you. Thanks.” – G. Meyers, NY |
Customer Satisfaction - 62.4% or 2,321 people cited our record of providing excellent customer service. Most often mentioned were our Better Business Bureau report (only 3 complaints in the past 36 months), our WebAssured.com report, recommendations in over 35 automotive forums and partnerships with major automotive related web sites such as Edmunds.com and Kelley Blue Book. 6.8% or 253 customers specifically mentioned not being able to find any substantial customer complaints on the Internet.
”Your sales representative dared me to find complaints about your service on the Internet; I just love a good challenge. Damned if I could find but one. That, coupled with your professionalism, industry knowledge and best coverage (IMO) is why you earned my business.” – Z. Archer , CT
“The willingness of your agents to provide me with resources to back up your claims was the major reason I chose Warranty Direct.” – J. Connelly , TX
“My extensive research led me to one conclusion, Warranty Direct has the best customer satisfaction rates in the industry. I could have stopped at the Better Business Bureau but found at least 5 other references that supported the BBB.” – R. Killion, IN |
Company Stability - 41.6% of our customers mentioned our company's longevity, over 26 years in business and the fact that our coverages are sold through car dealers and not only on the Internet as a major factor in their decision to choose Warranty Direct. 18.4% mentioned their state's regulatory/licensing agency as a determining factor in selecting Warranty Direct. 4.6% mentioned that being Dun & Bradstreet verified was a factor in their decision.
"Company reputation, and to a lesser extent, price were my deciding factors. Your web site is excellent. I wanted a company that was respected, been in business over 10 years and had reasonable rates. I was also interested in a member in good standing with the Better Business Bureau. You fit the bill!” – J. Groh , PA
“Your outstanding record with the Florida Department of Insurance was all I needed to know.” – R. Solomon , FL
“The fact that you meet the requirements to be licensed in California and no others on the Internet do was critical to my decision. The breadth of your coverage and professionalism of your agent sealed the deal for me.” – S. Schnaebel , CA |
Price/Value - Slightly over 28% of people chose Warranty Direct because they felt our coverage offered the best value and/or was less expensive than the coverage their dealer was offering.
“Dollar for dollar, you provide more coverage than any of the 6 other companies I researched. While you were not the cheapest, I'm a firm believer in the old adage, you get what you pay for. I have made 2 claims to date and you have paid out more than I paid you. Keep up the great work.” – J. Caruthers , TX
”I couldn't afford your top level of coverage but due to your excellent record, I went with a lower level of coverage. I have been very pleased with the service to date.” – L. Lieblein , AZ |
Recommendation of a Trusted Source - 655 or 17.6% of people chose Warranty Direct based on the recommendation of a trusted source. Based on those who specifically listed their source for recommendation:
By one of your customers (123 respondents)
By my dealer (97 respondents)
By my mechanic (81 respondents)
By other web sites (68 respondents)
By consumer oriented web site/publication (42 respondents)
“I did quite a bit of research on Warranty Direct. When I saw that Consumer Reports wrote about you, I was sold. I have been very pleased with the ease of filing claims.” – K. Gervitz , SC
“My trusted mechanic recommended your company based on his personal purchase of your product and the ease in which a claim can be made and repairs done.” – W. Courtice – CA
‘My Saturn dealership recommended you. They said you were the easiest to work with and never tried to nickel and dime them. When I spoke with your agent, I kicked your competitors to the curb.” – M. Hamlett , OH)
“I bought my coverage based on the postings of other Corvette owners on the Corvette Auto Forum. You have quite a large and loyal following there.” – R. Stayer, CO |
Previous Customer - 320 or 8.6% of those who responded are current or former Warranty Direct customers. Each month, over 6% of our sales are from previous customers. This is an ongoing source of pride for our staff.
“I bought Warranty Direct because I had it on my previous vehicle and was very pleased with the service. GM dealers readily accept your plan.” – B. Walls, OK
‘When we got our new 2005 Jeep, we did not hesitate to get our coverage through Warranty Direct. I had done considerable research in the late 90s for our other Jeep and didn't even consider shopping around this time. We have been extremely satisfied with your company.” – T. Hanna , TN
“I've been with you guys since 1999 and have purchased 5 policies and recommended you to everyone I know. You guys are the best.” – (F. Farsilli , NJ |
71% of all respondents cited their interaction with a Warranty Direct Advisor as a major factor in their purchase decision. The most often used phrases were excellent product knowledge, industry knowledge, no high pressure sales techniques, enthusiastic, reassuring and helpful.
”To say that we were blown away by these responses would be an understatement. I could not be more proud of our dedicated professionals.” – R. Downs, Warranty Direct Vice President
”He played a big role. He answered all my questions and cleared up any doubts I had." – P. Wood, Fl
”I bought coverage from you in 2000 and was very pleased. Frank was my rep. When I called to buy coverage for my new car and Frank still worked there, it made me feel even better. As a salesperson myself, I know that good reps don't stick around unless they are selling a great product.” – M. Trimm , MI
‘Your salesperson was amazingly professional. Keep him!!” – M. Menguc , KY
“Kelly was awesome. Less than 3 weeks after purchase, my power steering went out. Your service was superb, everything Kelly had promised.” – M. Browder , WI
“Upon calling you for information, I knew that I was dealing with a group of professionals with great value for the cost.” – C. Irby , VA
“I spoke with 3, maybe 4 people in your company. They were very passionate about your company and product. Was a major factor in my decision.” – J. Getman , MS |
Each month, we survey every customer who filed a claim. The responses are always huge. For the year 2006, we have been able to increase our Customer Satisfaction Rate from 95.8% to 99.4%. We'll keep trying to reach 100%! Here are some comments from our customers.
”As usual Warranty Direct is the best of the best! I love this company.” – L. Slatton , AK
”It was awesome! You guys are the best and service was easy (no hassles). I continue to recommend you to all my friends.” – R. Jackson , TX
”Just wanted to tell you that your service is very good. I have used it on two occasions and I highly recommend it to anyone in search of an extended warranty. Thanks for making my "broken car" experience a little easier to take.” – J. Eddins , NV
”Met or exceeded my expectations every time. I am very happy I purchased my extended warranty from Warranty Direct.” – S. Weinberg , TX
”Wonderful!! Very satisfied.” – A. Meschi , CA
”The process for repairing my vehicle went smoothly and there was no problem with submitting the claim. It was great knowing that I could get the problem solved without having to pay anything out of my own pocket!” – C. Chiu, MO
”I would like to thank you from a "customer" standpoint. Yes, service was required on my vehicle and it was ready within a few hours of dropping it off. Although I didn't wait for the service to be completed, I am very appreciative that a loaner was provided and I didn't miss any important work hours while waiting at the dealership. Thank you again for offering a warranty service that makes it easy for the consumer and repair facility to use.” – L. Safley , TX
”The claim experience, our first under our Warranty Direct service agreement, was smooth as silk. The Chrysler selling dealer where we had the repair work done handled the administrative details with you without a hitch. We are very satisfied customers of Warranty Direct.” – R. Cardwell , PA
”I have had my Warranty Direct plan on my 1999 Corvette since early 2001. The car is my pride and joy and you have helped me keep it that way. I have needed to use the plan a few times over the past four years and have never been disappointed. I have used the same dealer for repairs each time and I always make it a point to ask the service manager whether the transactions with Warranty Direct went smoothly. Each time they had no problems. This was one of the smartest things I've ever done for myself. Thanks again. Looking forward to a continuing business relationship.” – B.Kardonsky, PA |
Thank you so much for all of the excellent suggestions. We have implemented many of them and plan to implement others as quickly as we can. Some of the things our customers asked for…..
Longer payment plans
| Done! |
| Lower down payments |
Done! |
| Delayed billing plans |
Done! |
| More Roadside Assistance coverage |
Done! |
| More coverage levels offered |
Done! |
| Web site improvements |
Done! |
| Coverage for cars with over 60,000 miles |
Done! |
| Nicer Membership Cards |
Done! |
Thank you to all of those who took the time to reply; we greatly appreciate the trust you have placed in Warranty Direct.
[
