You asked for it and we listened. In this column, we ask operators of all sizes and from all walks of the industry a question about their business and report their answers so you can assess how your own company compares to your peers. If you would like to participate, please email Rob Smentek at
TOPIC: How do you collect, analyze, and act on customer feedback? Have you implemented any specific changes based on that feedback?
We collect customer feedback in a few straightforward ways, including follow-up emails after each trip, quick calls or texts, and regular conversations with our repeat clients. We also closely monitor online reviews and make it a priority to respond to every one, both positive and negative, typically within 24 hours. When a negative review comes in, our goal is to move that conversation offline as quickly as possible so we can address the issue directly, resolve it properly, and avoid any added frustration or public back and forth.
Client feedback has played a big role in shaping how we operate. It has influenced our communication timeline, how we introduce chauffeurs to clients, vehicle preferences, and how proactive we are with updates leading up to each pickup. Even small comments help us fine-tune the experience and make sure clients feel heard and taken care of.
Kirk Bagger, Corporate Travel Manager & CEO
Captains Car Service in Cleveland, Ohio
For most clients that are not affiliates or long-standing corporate clients, we just send a “thank you” email. Some people reply with compliments, but mostly there's no engagement. If there is positive feedback, I personally reply and ask for a Google review. Generally, if someone has a complaint, they call and handle it professionally with me.
Nick Boccio, General Manager
Buffalo Limousine in Buffalo, N.Y.
Customer feedback is integrated into our luxury service culture through discreet follow-ups and ongoing client relationships. We focus on consistency, quality perception, and long-term expectations rather than isolated feedback points.
This approach has led to refined service standards and internal quality controls that elevate the client experience without compromising discretion. In luxury transportation, feedback is less about sweeping change and more about precision, ensuring every detail consistently meets the highest standard.
Fernando Carlison Jr., CEO
Mundi Worldwide Chauffeured Services in Deerfield Beach, Fla.
We use a combination of methods to collect customer feedback. Corporate clients are assigned an account executive who maintains a scheduled cadence of check-in calls. We also send surveys after large jobs are performed to ensure we delivered everything we promised. We collect feedback on personnel performance from the initial quoting process to the final drop-off. We also encourage our retail clients to provide reviews on the review platform of their choice, including Google, Yelp, TripAdvisor, and Facebook. These sites are monitored regularly and the data collected is divided into distinct categories of satisfaction: vehicle, chauffeur, reservations, and the payment/administrative process.
We use the data in each category to fine-tune our operations. Many times, client feedback results in additional training opportunities for either an individual or even companywide training sessions when we identify repeated concerns that affect the entire enterprise.
A change worthy of note is our vehicle-ready checklist that ensures every vehicle goes through a cleanliness inspection as well as functionality checks such as heating and air conditioning, sound systems, lighting, and other passenger amenities. This is a direct result of stereos not working or the chauffeur’s lack of knowledge in connecting a client’s Bluetooth device to our sound systems. We’ve also adopted the use of military time so there is no chance we will show up at someone’s house at 4:00 a.m. when the pickup is really 4:00 p.m.
We view client satisfaction surveys as both a roadmap to our success as well as the future of our services and training.
Harry Dhillon, President
Ecko Worldwide Transportation in Santa Clara, Calif.
Customer feedback is one of the most important resources we have. We employ a fantastic client relations team with decades of experience in the industry. We document all customer comments—whether they are called into our call center, self-reported by a representative or chauffeur, or received through our customer satisfaction survey. These communications are shared in real time to all department managers with the data categorized and formatted into a shared report then collectively reviewed in a weekly all-hands meeting. We are constantly making improvements based on our customers’ observations, whether it’s related to technology or the fundamental service standards our industry is known for.
Matt Greene, Vice President, Operations
Dav El/BostonCoach in Everett, Mass.
I send a Net Promoter Survey by SMS, which is simply one open-ended question, so all responses are different. All four- or five-star reviews get posted to my website and Google business page. I recently set up a ChatGPT prompt to access my Google business page once a week, look at all reviews, analyze them, and give me the top 10 reasons why people use my company. It becomes useful in creating marketing campaigns, which is optimized to use content that appeals to potential customers who also value the things past customers like.
Of course, any specific feedback we address immediately. We try to have our chauffeurs alert us to potential issues because getting ahead of the review is always key!
Thomas Halsnik, CEO & Owner
Walsh Chauffeured Transportation in Tampa, Fla.
We collect and analyze the results of all runs via the reviews we collect from every client we handle: the good, the bad, and even the not-so-good. By taking a look at all jobs accomplished, we will learn what works well and what we can rework to make ourselves better every day. Operationally, we must, in concert with our collected reviews, work with our personnel in order to consistently leave clients delighted with our service. This is not only for repeat business, but for referrals to other potential clients.
Len Joseph, President
On The Town Limousines in Frederick, Md.
We stay closely connected with our clients through regular communication, post-trip follow-up emails, and driver feedback. We look for recurring events rather than one-off comments and use that insight to adjust our planning and communication. Based on customer feedback, we’ve implemented clearer itinerary reviews, more proactive discussions about DOT safety requirements and customer service expectations, and improved pre-trip confirmations. These changes have helped reduce last-minute issues and deliver a smoother, more reliable experience for our customers.
Stefan Kisiov, President
K&G Coach Line in Park Ridge, Ill.
Customer feedback is fundamental to how we refine our operations and maintain consistent service standards. It is gathered through post-service follow-ups, direct client communication, event debriefs, and ongoing account interactions, all of which are centralized within our CRM and managed by our client relations and business development teams. Feedback is then reviewed by the departments most directly impacted—whether affiliates, events, or sales—allowing us to identify trends, proactively address concerns, and implement operational improvements. These insights have strengthened chauffeur training, refined event execution and escalation protocols, elevated affiliate performance standards, and improved internal response workflows. We’ve been fortunate to receive thoughtful client feedback that has driven meaningful change, shaping new service standards and directly influencing the continued evolution of our Child Safety Program.
Paul Pasternak, Director of Affiliate Relations
Legends Limousine in Brooklyn, N.Y.
We do far more than simply review comments—we have built a structured, data driven feedback system that gives us real time visibility into our performance and enables rapid, meaningful action.
Each passenger automatically receives a brief service survey after every trip, which provides real-time insights into the experience, including chauffeur professionalism, timeliness, communication, and vehicle condition. Every response is immediately shared with our full management team so we can quickly recognize exceptional service or respond to any concerns.
All survey responses are consolidated into a weekly report organized by chauffeur and/or affiliate. This enables us to identify performance trends, recognize top-performing chauffeurs, spot opportunities for coaching or training, and ensure consistency across our entire team. We also share this feedback—positive and negative—directly with our chauffeurs or affiliates.
In addition to formal surveys, we collect feedback during every client interaction. Whether a compliment, suggestion, or concern, our team documents and shares this information internally. These real world insights often lead to improvements in communication, workflow, or service delivery.
We use Zoho Analytics, which allows our teams to monitor service metrics in real time and understand exactly how we’re performing on any given day, week, or month. We track trends in customer satisfaction, compare performance across departments or individual chauffeurs, identify recurring issues, and measure the impact of operational changes. This ensures that decisions are based on facts, not assumptions.
Our goal isn’t just to gather feedback—it’s to act on it. The insights we collect have directly shaped operational improvements such as expanded chauffeur training and mentorship, updates to dispatch communication protocols, enhanced vehicle cleanliness standards, and new service options and amenities based on client requests.
This continuous loop of collecting, analyzing, sharing, and improving ensures that we evolve with our customers’ needs and maintains the high standards they expect from us.
Mike Rose, President
My Limousine Service in Mt. Olive, N.J.
The first thing to do after receiving negative feedback about your service is not to overreact. Start by gathering all the facts: what happened, why it happened, and what could have been done better. Once the facts are clear, speak with the staff member who had direct interaction with the client to understand their perspective as well. Consider whether anything could have been handled differently.
It’s also important to wait 24 hours before responding to the client. This cooling-off period allows for clearer thinking and better judgment. At the end of the day, everyone receives negative feedback from time to time—it’s our responsibility to learn from it and move forward.
Jess Sandhu, Director of Operations
A&A Limousine & Bus Service in Kenmore, Wash.
Our industry is very “no news is good news” when it relates to how things are going. However, you do need to know for better and for worse. So, we use post-ride surveys from our Limo Anywhere/Addons for in-house clients. Those are helpful and assist in our Google reviews. Your best source for intel is always going to be your long-time clients, because they will definitely let you know the down-and-dirty details. Follow-up phone calls to new and existing clients also help. We also use a secret shopper and perform ghost rides. The chauffeur doesn’t know the client is a close friend or relative that have been asked to report back to us. Whenever I use my affiliates for my own travel, it’s never under my name, so that I may use your service with anonymity, then report the experience back to you.
Quentin Shackelford, Owner
AllClassLimo.com in Wichita, Kan.
Every one of the 15 other limo fleet owners in a 20-group I belonged to were amazed at the amount of feedback reports we collect and the information it delivered. I explained that it’s a huge problem if a customer calls us about an issue before we call them. As such, the chauffeurs and office staff are quick to point out when they think a customer just might have had a less-then-stellar experience. Importantly, we build a lot of trust that reports will be treated professionally and as a team asset.
In addition, a link to our Spot Check survey along with my email address and direct line deploy with every receipt. Further, our assistant emails five invitations each day to a random assortment of previous customers to click through to our Spot Check survey.
My assistant has a report of all relevant feedback on my desk before I arrive. We dig into details right away. From there, the customer service team reaches out to the client and the operations team reviews any disconnects with all the relevant staff and how best to avoid repeating it.
We share some of those redacted learning opportunities with the team in frequent meetings and share the takeaways on the communications board in the call center. We build new, and tweak old, tools to help deal with some disconnects.
Charles Wisniewski, President & CEO
Teddy’s Transportation System in Norwalk, Conn.
Customer feedback is something we value immensely, as it serves as a cornerstone for improving our services. We welcome both positive and negative comments, since each provides important insights that guide our future work. After every service, we proactively request the executive assistants to collect passengers’ feedback, ensuring we capture detailed aspects of their experience.
For chauffeurs who receive positive reviews, we recognize their efforts by assigning them more orders and awarding a cash bonus at the end of the year. On the other hand, when a chauffeur receives negative feedback, we take immediate action by suspending them from new assignments. We then work closely with their respective fleet management teams and affiliates to monitor performance, provide guidance, and evaluate their suitability for future engagements.
This structured approach ensures accountability, motivates excellence, and ultimately enhances the quality of service we deliver to our passengers.
Amy Yan, Co-Founder & Managing Partner
AmyExpress in Hong Kong, China
We’ve loved hearing your answers to our benchmarking questions—but we always welcome suggestions for future topics, too!
Send an email to
[01.27.26]
