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Smart Shopper Customer Satisfaction Surveys
500 messages, Last post on Oct 27, 2008 at 12:50 PM
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| Surveys do suck. At my dealership they DO matter quite a bit. All the other dealerships in our region are ranked by customer satisfaction and the winner at the end of the fiscal year gets bragging rights. So the owners really take these to heart. I've had customers that plain and simply do not understand that so they don't read it and fill out "average" all the way down. Then there's others that don't appreciate that you spent 3 weeks talking to them about the damn car, and give you a bad survey. What can you do as a salesperson though??? You can educate them, but they may feel you are bribing them. So, I guess you really have to make sure you "click" with the customer and follow-up with them sincerely. Do all the things right and hope that they give you a good survey... | |
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with Hyundai we get spins on every new car ranging from $20-$150 per car. If you sell more than 21 new units per 3 mo and have a CSI score over 95 you get $150. One bad survey and by bad I mean a 90 score can drop you from $150 to $20. Considering that 90% of new car sales are mini's $50-$100 a car our spins are like tips to a waitress or bartender. Generally the worst surveys are given by the people you give the best deals to. The guy that comes in and pays sticker plus loves you wants you to marry his daughter and gives you all 10's on the survey. So do the math 21 cars at $20/car = $240 or $150 at 21 cars = $3150 thats abig difference over a 3 mo period...and it is the one thing you can do for a salesperson or service advisor that costs you nothing and helps them earn a living. I love it when I hear someone say well I just cant ethically give you 100% if soemthing happened that I wasn;t happy with. Yet these are the same people who will squeeze every penny out of a dealer and commit to buying the car just to take their purchase order to the dealer down the street (after agreeing to the deal with their word a handshake, signature and deposit) and say X dealer up the street gave me this deal can you beat it? |
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The miserable customers that grind us down to the last penny are always the ones that give the bad surveys. And, I think that is how these people go through life. Sad... |
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miserable people are just miserable people. they think youre screwing them on a net deal and youre making $5k on them. they pretty much get mad at you when you try to hold some profit margin too, like youre not entitled to "try" to make a profit it's not even the people that grind you down that are the miserable people most often they dont even buy the car after you gave them everything they wanted. someone in svc gives them a hard time or the F&I guy pisses them or theres a mechanical problem they throw you down on the survey...the one guy who actually nothing to do with causing the problem and no way of fixing it |
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I just bought a new car, and the buying experience was very pleasurable. It was fast, it was convenient, it was a good deal, and the dealer delivered on everything he promised without any stress whatsoever. I know from the last time that I purchased this make, the survey is going to include the question, "Were you introduced to the service manager?" For some reason -- I think the dealership had a bunch of deliveries the same morning -- I was not. I don't really care that I wasn't. What should I do for the survey? I don't want this oversight to reflect poorly on the dealer, but I don't want to lie on the survey, either. |
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Replying to: smittynyc (Dec 13, 2006 8:18 am) Did you happen to buy a Land Rover? Because that is one of the most missed questions on the Land Rover Surveys? |
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Replying to: british_rover (Dec 13, 2006 8:22 am)
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Replying to: smittynyc (Dec 13, 2006 8:25 am) I guess that is just a common question then. |
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Replying to: british_rover (Dec 13, 2006 8:22 am) smitty said he didn't want to lie. I would suggest marking "no", then in the comment section write excellent service...100% satisfied. Let them do with it what they will.
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Replying to: jipster (Dec 13, 2006 8:32 am) just my opinion though... -thene 
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