A recent BIG TOM Customer Satisfaction Survey had some striking feedback which goes a long way to understanding why the BIG TOM 5 Day Intensive Driving Course is so popular.
The sender of the survey declined to provide their identity which is an option that our customers have every right to exercise, but nevertheless, part of the feedback is worthy of note.
When asked the question, "If there was one comment that you would make about your experience of learning to drive with BIG TOM Driving School, what would it be?", the reply was:
"Had a fantastic ability to make me feel safe and confident while driving. This was the first time I have really felt comfortable behind the wheel"
It is well recorded that our customers safety is of paramount importance; it is actually the number 1 priority. But what this customer is referring to is "a fantastic ability" to make him/her feel safe and confident. This is one of the key factors that differentiates driving schools and driving instructors - the ability they have to instil a feeling of safety, confidence and being comfortable.
Pupils would rightly place these feelings pretty high on a list of important factors. Have you tried googling around driving schools and seeing how many of their customers make mention of these points? The authors of many websites will make mention of words like nerves, patience, professional, quality, and quite typical these days will be a reference to how good the driving instructor is. But how many have got the words of previous customers that describe how they were made to feel safe, comfortable and confident?
Although this customer is anonymous, as the Owner of the driving school being described, this feedback makes me feel proud and assures me that the ultimate goal of the driving school as described in the BIG TOM Customer Charter is being maintained.
Tom Ingram is the Owner of BIG TOM Driving School - 5 Day Intensive Driving Course in Spalding, Sleaford, Stamford, Peterborough, Grantham, Lincoln and Boston. Tel: 0800 689 4174
Post a Comment