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Smart Shopper Customer Satisfaction Surveys
500 messages, Last post on Oct 27, 2008 at 12:50 PM
You are in the Smart Shopper Forum. Your Hosts are kirstie_h & tidester
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isellhondas, i recently received both a phone survey and a rather lengthy survey by mail from Honda. am i the exception to the new rule? i wonder... of course, i was able to rate the experience first of the place where i purchased my ODY (by phone) and then again via mail, but MUCH more interesting i think by mail, i was also given the opportunity to rate two of the dealerships where i didn't purchase my car. btw, not all engineers are stingy with their ratings. i was able to rate the dealership and the experience where i purchased the car with 5s, and they deserved it. may all your customers be non-grinders, non-engineers, non-teachers and young. 
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| has become a little twisted when someone threatens to buy again because of the poor service they received? | |
| Yeah that threw me too. On any new vehicle purchase on the very times I have had problems I contact the dealership to fix it before I do the survey. I've never had any problems on completed purchases that weren't fixed on the first contact. I just thought that was the norm. | |
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Better to pass on the deal with the buyer who could slaughter you on the survey. A similar thing happened to me years ago when the life insurance company passed on a lead to me. The guy bought the policy, but then lapsed it by not paying the subsequent premiums. It ended up costing me over $5K in a profit-sharing incentive program, about 25x what I got paid. I would have better off either by NOT writing the business, or paying the balance of the first-year premium out of my pocket. That would have saved my persistency ratio and qualified me for the profit-sharing. |
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| Suppose the buyer does not return (DNR) the CSI survey. Does that affect the dealership's and/or salesguy's CSI rating, bonus, etc.? | |
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So, are you saying that unless your invoice offer is accepted without haggling that there is no way you would give a perfect survey? I think that's what you said..? Well, there are a LOT of cars out there that can't be bought for invoice. They are worth more, sometimes much more and that's what they sell for. If you were to buy one of these cars, paid over invoice, were treated well, and you enjoyed your experience, would you still punish your salesperson by giving him/her a bad survey? Now...your salesperson did a poor job of not explaining that anything less then a 10 (5 for Honda) is the same thing as a zero. Still, I sure hope not too many buyers would feel this way! |
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| From some buyers' points of view, a long negotiation needs to be comfortable, cordial, and utterly without deceit and not just yeilding of a good price to warrant a perfect CSI. | |
Even if the negotiation goes as you describe if dinu doesn't get it under invoice he won't score it a 10. What Craig is saying is that on a let's say hot ummmm.... Honda:-) that goes for close to MSRP he'll always get less than a 5 (Honda Survey) which apparently to Honda is as bad as a zero. I'm with landru that these surveys are a good idea but they've become twisted over the years. I'm betting the people who came up with this are now consultants to the Federal Government. 
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