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Customer Satisfaction Surveys

500 messages,  Last post on Oct 27, 2008 at 12:50 PM

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#19 of 500 hope I get a survey... by lucyjo Aug 22, 2003 (10:49 am)
...'cuz they can buy me cheap. I'd gladly trade a perfect score for a full tank of gas and a car wash.   Besides; I did the "shop around for a salesmen" thing they talk about in the new car buying articles on this website. The guys that treated me like I was an idiot, or the places where I had to stand around and get ignored, I just left and headed to a different dealership. Plenty of places sell Chevys in AL. So, by the time someone got my business, in my eyes they ARE the best of the lot.
#20 of 500 Do you think by rivertown Aug 22, 2003 (10:59 am)
the folks who can't get the idea that only 10's count go to particular dealers more than others? Unless that's the case, you're on even ground with your competitors; and CSI scores better or worse than average reflect something about the dealership earning them.
#21 of 500 Or it reflects that some by landru2 Aug 22, 2003 (11:10 am)
may bribe for higher scores.   :^)
#22 of 500 Funny... by isellhondas Aug 22, 2003 (12:02 pm)
Some people may be unhappy over the treatment they received but then they will sell themselves out for a lousy tank of gas.   Others are happy but they just can't bring themselves to give a perfect survey.   The the people who give the worst scores are...   1. The real grinders who grind us for the last     cent.   2. Engineers 3. Teachers 4. The elderly.
#23 of 500 Question by dbgindy Aug 23, 2003 (6:09 am)
Have any car surveys ever gone on a pass/fail system? I would think that might eliminate the folks who are very happy but can't give a 10 (perfect). Just curious.
#24 of 500 That's about how it works... by isellhondas Aug 23, 2003 (6:22 am)
With Honda, surveys are no longer mailed out. They now CALL the customers. They ask about ten questions and ask to rate their salesperson on a scale between 1-5.   Anything less than a 5 is a failure.   I explain that to my customers. I tell them that a 5 doesn't mean "perfect". It just means they were 80% or more satisfied.   Still, I've had people give me all 4's and comment that they were very happy but they don't like the way the scoring works.   I don't like the system at all but since we are graded along with everyone else I guess it averages out.
#25 of 500 I like this idea... by zueslewis Aug 23, 2003 (9:12 am)
"if I felt differently that I should come in and we can "resolve matters" beforehand"   Isn't that what customer satisfaction IS? Taking care of the consumer to where they feel happy about the transaction?   As a Chrysler/Dodge/Jeep salesguy is '92-93, I got slammed on a survey by a new Jeep buyer who felt that adding $1,000 worth of stereo to his deal shouldn't have raised his payments.   As a result, I lost my Chrysler Gold Level sales certification and lost out on $3500 in incentives over the 4 months it took to get it back.   I'm a firm believer that if you have a problem with any aspect of a car deal, don't complete the deal. Only an idiot would go through with a deal they don't like, then gripe about it later.   The worst thing you can do is reward bad behavior/business practices with YOUR business.   In my case, I did nothing wrong - at all - my family and I took a huge hit, though, until I could seel enough Chrysler prodcuts with good scores to get my level of certification back.
#26 of 500 Oh, yes.... by isellhondas Aug 23, 2003 (1:07 pm)
One bad survey can do this. It can also cause an entire store to miss President's Award.   I have had mean spirited people give me bad surveys I did not deserve.   I have also had customers (very few)where I was never able to win them over...no rapport at all.   These people are the cold fish. They never smile or show emotion. They are neither happy nor unhappy.   These are the surveys I fear the most.   I would MUCH rather not sell a car than risk a lousy survey!
#27 of 500 Back in 2001 by dinu01 Aug 23, 2003 (1:14 pm)
When we bought the Protege, the salesman kept insisting on a good score. I rated him and the dealership b/w 7-9 for the different criterias. Never gave anything less than a 7 or higher than a 9 as I was satisfied with the whole process - unless someone sells me a car for invoice right away without haggling, I don't see how I can give a 10.   Now I read this thread and feel bad about it - I didn't know anything less than a 10 mean a 0... VERY idiotic scoring criteria IMO.   I am studying to be a teacher - maybe that has something to do with the score as a previous poster was saying...   Dinu
#28 of 500 To be fair by dinu01 Aug 23, 2003 (1:14 pm)
He never told me anything less than a 10 means a 0 either...   Dinu

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