Customer satisfaction surveys

Your feedback makes us better

At Yale, good enough isn’t good enough. We are committed to continuously improving our products and services, and that process is driven by the feedback we receive from you, our customer.

How does it work?

We ask each of our customers to participate in two short surveys. The feedback you share with us in these studies has a direct impact on our products and customer service experiences. Your responses help us to resolve issues, respond with immediate support for your questions or concerns and improve your future interactions with our service, sales and fleet department.


Delivery experience study

This helps us understand what our customers experience during the delivery of their new equipment or most recent experience with us. This is completed within 7 days of the installation date.


We listen + act

Once you have completed our survey, a leader from our team will respond promptly. We will work with you to address any concerns and use your feedback to shape our approach going forward.


Initial quality survey

This helps us enhance products and services by maintaining an open line of communication with you, our valued customer. Six months after your purchase, we use this survey to ask how you feel about our product now that it has been in service in the field for longer.


We improve

We again follow up immediately on any issues that arise and use the information collected to improve our processes, so that you can count on even stronger performance and service from Yale.

Frequently asked questions

Why is this feedback so important?

As the saying goes, you don’t know what you don’t know. Listening to our customers is an essential part of our process for providing customer service after your purchase, and for improving our material handling solutions and services. These surveys are an important method for getting your input.

What kinds of questions do you ask?

We ask you questions about your level of satisfaction with the delivery of your new equipment, as well as how likely you would be to recommend Yale to a friend or colleague. Responses are structured,  on a scale of 0 – 10, with 10 being extremely likely.

How long do the surveys take to complete?

The survey will take less than 5 minutes to complete.

Will my responses be shared with my dealer?

Only information that is relevant to addressing issues or following up with you is provided to your dealer.

Are these surveys my only chance to share feedback?

Not at all. We always welcome customer feedback. You can share questions, comments or concerns with us at any time by calling 1-800-233-YALE or emailing

Can I change the frequency of the surveys?

Yes, you can opt in or unsubscribe from our surveys by visiting...