Forty statements, unchanged
since Q3 ’24.
This is the whole instrument. Verified customers see exactly these words, in this order, on the same 0–10 scale, for every store they can prove they visited, every quarter.
The third option is not an escape hatch — it is recorded, and its rate is published beside the score. A rising share of customers who cannot say what was done to their car says something about a service department that a rating cannot.
Car service departments
Dealership service departments, measured per location rather than per brand.
verified by repair order number
- CAR-RESP1in field since Q3 ’24wording locked
“When I contacted this service department, I reached a person who could actually help me.”
0–10 · Strongly disagree → Strongly agree · Responsiveness
- CAR-RESP2in field since Q3 ’24wording locked
“My vehicle was ready when they told me it would be ready.”
0–10 · Strongly disagree → Strongly agree · Responsiveness
- CAR-TRAN1in field since Q3 ’24wording locked
“The final invoice matched the estimate I was given.”
0–10 · Strongly disagree → Strongly agree · Transparency
- CAR-TRAN2in field since Q3 ’24wording locked
“Work I declined stayed declined.”
0–10 · Strongly disagree → Strongly agree · Transparency
- CAR-INTG1in field since Q3 ’24wording locked
“The repairs they recommended were ones my vehicle actually needed.”
0–10 · Strongly disagree → Strongly agree · Integrity
- CAR-INTG2in field since Q3 ’24wording locked
“I was not pressured into services I had not asked about.”
0–10 · Strongly disagree → Strongly agree · Integrity
- CAR-COMP1in field since Q3 ’24wording locked
“The problem I brought the vehicle in for was fixed.”
0–10 · Strongly disagree → Strongly agree · Competence
- CAR-COMP2in field since Q3 ’24wording locked
“I did not have to come back a second time for the same fault.”
0–10 · Strongly disagree → Strongly agree · Competence
- CAR-RSPT1in field since Q3 ’24wording locked
“I was treated the way I believe any other customer would have been treated.”
0–10 · Strongly disagree → Strongly agree · Respect
- CAR-RSPT2in field since Q3 ’24wording locked
“My questions about the work were answered without condescension.”
0–10 · Strongly disagree → Strongly agree · Respect
Landlords and property managers
The people who hold your deposit and answer — or do not answer — when the heating fails.
verified by lease reference
- PRP-RESP1in field since Q3 ’24wording locked
“When I reported a problem, someone acknowledged it within a reasonable time.”
0–10 · Strongly disagree → Strongly agree · Responsiveness
- PRP-RESP2in field since Q3 ’24wording locked
“Repairs were completed within the time I was told they would take.”
0–10 · Strongly disagree → Strongly agree · Responsiveness
- PRP-TRAN1in field since Q3 ’24wording locked
“Charges taken from my deposit or account were itemized and explained.”
0–10 · Strongly disagree → Strongly agree · Transparency
- PRP-TRAN2in field since Q3 ’24wording locked
“Fees beyond the rent were disclosed before I committed.”
0–10 · Strongly disagree → Strongly agree · Transparency
- PRP-INTG1in field since Q3 ’24wording locked
“Commitments made to me before I signed were honoured afterwards.”
0–10 · Strongly disagree → Strongly agree · Integrity
- PRP-INTG2in field since Q3 ’24wording locked
“Changes to my rent or terms came with enough notice to plan around.”
0–10 · Strongly disagree → Strongly agree · Integrity
- PRP-COMP1in field since Q3 ’24wording locked
“Repairs were done properly rather than patched.”
0–10 · Strongly disagree → Strongly agree · Competence
- PRP-COMP2in field since Q3 ’24wording locked
“I did not have to report the same problem repeatedly.”
0–10 · Strongly disagree → Strongly agree · Competence
- PRP-RSPT1in field since Q3 ’24wording locked
“I was treated the way I believe any other tenant would have been treated.”
0–10 · Strongly disagree → Strongly agree · Respect
- PRP-RSPT2in field since Q3 ’24wording locked
“Entry to my home was arranged with proper notice.”
0–10 · Strongly disagree → Strongly agree · Respect
Home services contractors
Plumbers, electricians, roofers, HVAC — the trades you hire once and cannot easily judge.
verified by invoice number
- HOM-RESP1in field since Q3 ’24wording locked
“They arrived within the appointment window I was given.”
0–10 · Strongly disagree → Strongly agree · Responsiveness
- HOM-RESP2in field since Q3 ’24wording locked
“When I called with a question afterwards, I reached someone who could help.”
0–10 · Strongly disagree → Strongly agree · Responsiveness
- HOM-TRAN1in field since Q3 ’24wording locked
“The final invoice matched the quote I accepted.”
0–10 · Strongly disagree → Strongly agree · Transparency
- HOM-TRAN2in field since Q3 ’24wording locked
“Additional work was priced and agreed before it was started.”
0–10 · Strongly disagree → Strongly agree · Transparency
- HOM-INTG1in field since Q3 ’24wording locked
“The work they recommended was work that needed doing.”
0–10 · Strongly disagree → Strongly agree · Integrity
- HOM-INTG2in field since Q3 ’24wording locked
“I was not pressured into a larger job than the one I asked about.”
0–10 · Strongly disagree → Strongly agree · Integrity
- HOM-COMP1in field since Q3 ’24wording locked
“The problem I hired them for was resolved.”
0–10 · Strongly disagree → Strongly agree · Competence
- HOM-COMP2in field since Q3 ’24wording locked
“I did not have to call them back for the same fault.”
0–10 · Strongly disagree → Strongly agree · Competence
- HOM-RSPT1in field since Q3 ’24wording locked
“I was treated the way I believe any other customer would have been treated.”
0–10 · Strongly disagree → Strongly agree · Respect
- HOM-RSPT2in field since Q3 ’24wording locked
“They left my home as they found it.”
0–10 · Strongly disagree → Strongly agree · Respect
Veterinary practices
Where the customer cannot assess the work and the patient cannot speak.
verified by invoice number
- VET-RESP1in field since Q3 ’24wording locked
“When my animal needed to be seen urgently, I could get an appointment.”
0–10 · Strongly disagree → Strongly agree · Responsiveness
- VET-RESP2in field since Q3 ’24wording locked
“I was kept updated on my animal's condition without having to chase.”
0–10 · Strongly disagree → Strongly agree · Responsiveness
- VET-TRAN1in field since Q3 ’24wording locked
“The final bill matched the estimate I was given.”
0–10 · Strongly disagree → Strongly agree · Transparency
- VET-TRAN2in field since Q3 ’24wording locked
“I was told what a treatment would cost before it was carried out.”
0–10 · Strongly disagree → Strongly agree · Transparency
- VET-INTG1in field since Q3 ’24wording locked
“The treatments recommended were ones my animal needed.”
0–10 · Strongly disagree → Strongly agree · Integrity
- VET-INTG2in field since Q3 ’24wording locked
“I was given a real choice, including the option to decline.”
0–10 · Strongly disagree → Strongly agree · Integrity
- VET-COMP1in field since Q3 ’24wording locked
“My animal's problem was correctly identified.”
0–10 · Strongly disagree → Strongly agree · Competence
- VET-COMP2in field since Q3 ’24wording locked
“I did not have to return repeatedly for the same unresolved problem.”
0–10 · Strongly disagree → Strongly agree · Competence
- VET-RSPT1in field since Q3 ’24wording locked
“I was treated the way I believe any other client would have been treated.”
0–10 · Strongly disagree → Strongly agree · Respect
- VET-RSPT2in field since Q3 ’24wording locked
“My questions were answered without condescension.”
0–10 · Strongly disagree → Strongly agree · Respect
Instrument history
Q3 ’24 — all 40 items across 4 sectors enter the field. No item has been reworded, rescaled, or reordered since.
Any future change is announced here before the quarter it affects, never after. A reworded item is a new item with a new code; the series it replaces ends rather than continuing under new wording. See §2 of the method.