If the service department is running late, tell them you will have the repair completed in 5 hours. They will be impressed when it is done in three. When you give more, the customer will give more. The customer is more likely to make referrals, increase the order and come back in the future. Ask for the customers opinion.
Every industry has it's own method of obtaining feedback.
There are the telephone surveys, questionnaires, in business surveys and comment cards. Ask direct questions. Surveys elicit valuable customer feedback. Constant feedback allows a business to react quickly to customer expectations, trend changes and what the customer values most. No matter how big your business is, one to a thousand employees, you cannot afford to loose your customer service edge.