I’ve never been surveyed by Motability but, as with most customer service surveys, they are usually skewed to give a somewhat overly positive outcome for the company. I bet that the questions are very ‘soft’ and refer to things like ‘helpfulness’, which rarely score badly and probably play on the ‘peace of mind’ aspect that keeps most customers in the scheme.
Based on personal experience I would score these aspects highly myself. Every conversation that I’ve had with anyone at Motability Operations has been polite, helpful and reassuring. However, if the survey asked two critical questions then I bet that the results wouldn’t be as good, those two questions being;
1. Does the scheme currently provide you with a wide enough choice of suitable vehicles for your needs?
2. Do you feel that the current Advance Payments provide value for money?
Of course, if the other 98 questions are all ‘soft and fluffy’ then a negative score on the above two questions would still give a 98% satisfaction score ?