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Customer Satisfaction Surveys

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#36 of 500 How is a DNR scored? by rivertown Aug 24, 2003 (9:18 am)
Suppose the buyer does not return (DNR) the CSI survey. Does that affect the dealership's and/or salesguy's CSI rating, bonus, etc.?
#37 of 500 dinu... by isellhondas Aug 24, 2003 (9:20 am)
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!
#38 of 500 Isell by rivertown Aug 24, 2003 (10:03 am)
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.
#39 of 500 river by dbgindy Aug 24, 2003 (10:28 am)
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.
#40 of 500 isellhondas by dinu01 Aug 24, 2003 (10:29 am)
That would be a definitive way of getting a perfect 10, so perhaps I didn't express myself correctly. To have a dealer show me the invoice and add $500 seems like a good deal to me. I just don't wanna pay more than $500 over invoice for a new car.   What I dislike is the BS I get from dealers when negotiating. We both know the first offer and their counter-offer is BS - I wish the dealer would just say $XX.XXX is the invoice, add $500 and let's sign the papers. Everybody can go home earlier and happier this way.   Most dealers here in Toronto like to "negotiate" for 2-3 hours before a reasonable deal can be made. They leave for 10 minutes, come back, bring the sales manager over, and on and on like this for a couple of hours, while they could just agree on inv+$500 and save everybody a few hours of walking across the floor.   I have no problem giving 10/10, but the experience for a 10/10 MUST be extraordinary. More often than not, I would rate it 7-8/10.   It's just that 10/10 means perfection to me and perfection would be invoice, 9/10 would be invoice + $300-$500.   I guess it's how you interpret the scoring criteria...   Dinu
#41 of 500 Dinu by steine13 Aug 24, 2003 (11:32 am)
Ok: Here's the invoice: $15,000. Let's add $500 -- that'll be $15,500. May I have the check, please? Good. Here are the keys to your brand new Chevy Cavalier!   What you're suggesting is simply silly. "Invoice" don't mean a thing unless you know which car we're talking about. An Odyssey at sticker was a great deal from 1998 to about a year ago.   I agree that negotiations can be drawn-out and ludicrous... but I never talk much. Bring a few hundred of green for show-and-tell, write reasonable numbers on the buyer's order, say please and thank you a lot... that does it for me.   -Mathias East Lansing
#42 of 500 DB by rivertown Aug 24, 2003 (11:44 am)
If the buyer's really *only* gonna pay invoice and the dealer's *really* only gonna sell at invoice +, then the CSI doesn't come into play - because no sale will occur.   Even so, I get your point; and, to some degree, I agree. The expectation issue comes into play, though. Some Honda's have sub-invoice TMV's at this very moment, and I'm not sure that any Honda has a TMV = MSRP. Given the uncertainty about what a 'reasonable price' is and the natural desire to maximize profit, it's a wonder that any customer is 'satisfied' after a car buy, much less 'perfectly' satisfied. Add the BS factor of 'negotiation', is it any surprise that a 'perfect' CSI might not be forthcoming? To think that a customer is gonna rate a sale as perfect while thinking he has overpaid and after a drawn out negotiation is sorta unrealistic, IMO. I appreciate that all of these issues impact a saleguy's performance and livelyhood. The salesguy is a pro and has the home court, however.
#43 of 500 Except... by isellhondas Aug 24, 2003 (11:44 am)
10's or 5's on a survey do not mean your salesperson and your experiences were "perfect".   Nobody is perfect. It just means you were 80% or more satisfied.   I don't like this system but this is what we have.   I just don't think the price of the car should have any effect. If a shopper doesn't like the price they shouldn't buy the car.   I dislike long drawn out negotiating sessions either. I try to get to the bottom line as quickly as possible and I think my customers appreciate this,
#44 of 500 TMV = MSRP by prophet2 Aug 24, 2003 (3:34 pm)
In the recent past, Odysseys and the 2000S have had TMVs over MSRP. Then, there are those buyers who are never satisfied with the price or the sales process.   The major fault here is the manufacturer's grading anything other than a top score on the survey as a "failing" grade.
#45 of 500 Then again, LOL by rivertown Aug 24, 2003 (4:16 pm)
A dealer here is showing '03 S2000's with a MSRP of $38K+, with no optional equipment. He's got four of 'em, all with MSRP shown >$38K.   What's unusual about skewed grading systems? A 'meets expectations' on a performance review won't even net a COLA raise in most organizations, and a 'C' in grad school is viewed as very little if any better than an 'F'.

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