CATHERINE Robertson almost wasn't a winner - she forgot to put her name on a customer feedback form after buying a car at Reef City Ford.
But when her name was drawn out of a box as the winner of a holiday to Fiji, the staff tracked her down at her Benaraby address to give her the news.
Although Catherine is the one jetting off on holiday this month, general sales manager Alex Ward was just as happy about the customer service feedback he received.
"It's important to us and we introduced the holiday as an incentive for people to fill out the forms," he said.
"We wanted to know the good, the bad - any and all of it. Back in 2012 customer service was low and we wanted to know how to fix things."
Mr Ward said they wanted to know how to better the experience, and it has worked.
"Ford was our worst performing and now we're up there with the best in the country," he said.
Reef City Ford has been able to dramatically improve its customers' satisfaction across all the brands, and Catherine is an advocate of the positive experience.
"I bought a Ford Focus Trend in candy red and it's beautiful, she said."
"I was looking at all of my options.
"Dad came in and they were even able to answer all of his questions."
Catherine learned to drive in the family car but her Trend gives her maturity.
"My parents bought a second-hand car for driving but I just decided, this year I turned 21 and I was going to be a grown up and buy my own car," she said.
The student is finishing her last year of studies to become a primary school teacher, with work experience in Rockhampton.
"I've been doing a lot of highway driving and it's so convenient," she said.