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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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Replying to: tidester (May 17, 2007 2:11 pm) Ya I should be in full bloom. I used to get pruned allot earlier in the spring 
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Replying to: geo9 (May 11, 2007 5:23 pm) plus the fact that the car stalled out several times in the first few weeks that I had it. On my first visit they said they had reset some error codes and all would be fine now. Almost as soon as I got home the car stalled out again, at that point I called the General manager and he arranged to have the battery changed, they also found several voltage error codes. The electrical system seems okay after second visit, just a week ago. They also would not change the oil which had been in the engine since it left the factory in Sept. 2005, once again the general manager stepped in and told them to change the oil without charge to me. The salesman took very little interest in assisting after he took my check. BOTTOM LINE: The survey, I will check several items as somewhat satisfied and some as satisfied but none of the survey will be checked as completely satisfied. Since it is close to 140 miles round trip to the dealership I was greatly inconvienced by all this nonsense. Think I'm right not to pass them with flying colors for this kind of experience. Wondered what others think???
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after bringing my hyundai for service I received a survey. I would have gave them excellant marks but I returned it to them as they offered to fill the gas tank on my car for the blank survey with the return envelope. free is always good.
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Replying to: nj2pa2nc (Jun 11, 2007 11:42 am) You got $40 worth of gas and the salesman got hundreds in bonus money. You sold your integrity cheap.
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Replying to: oldfarmer50 (Jun 11, 2007 1:45 pm)
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Replying to: nj2pa2nc (Jun 11, 2007 3:37 pm) Oh, I misunderstood. You sold your integrity for the right price then.
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Replying to: oldfarmer50 (Jun 11, 2007 3:50 pm) Some lousy stores can earn top surveys if they buy them and, yes, for some people, it's all about something for nothing. |
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| I was wondering do ALL car makers use CSI's? Are they all tied in to bonus money? Any car makers that use a different system? | |
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Until I happened upon this message board, I never knew how those auto dealer surveys work. Personally, it sounds like a load of cow manure. I don't specifically remember exactly what the CSI survey looked like when I bought my last new car (2004), but I am almost certain that I didn't give the top rating across the board. Was he a decent salesperson? He was okay as far as salespeople go. Was he the BEST salesperson that I ever had? Definitely not!! I would certainly call him "average", since he was friendly and he wasn't offensive or anything. However, he did not go above and beyond the call of duty. That is why I would not give him a perfect score across the board. Now keep in mind that was 3 years ago, and I didn't realize that I was screwing him out of his bonus or anything. If I had known that, I probably would have given him his perfect score, since he didn't do anything so terrible that his bonus should be withheld. And I wouldn't even need to be bribed to do it! If I were a car salesperson, here is how I would approach the CSI survey. Rather than bribing the person, here is what I would say: "In the coming weeks, you are going to receive a Customer Satisfaction Survey from GM/Ford/Honda/etc. There is a bonus that is tied to your response to this survey. If you give me the highest rating in all areas related to sales, then I will be eligible for the bonus. However, if you give me one or more scores below the highest, then I will not get my bonus. "As you can see, this isn't a very fair system, since nobody is perfect including me. However, it is the system that our manufacturer has set up, so there isn't much that I can do about it. So when you fill it out, if you think that I deserve my bonus, please fill it out with the highest scores. If you don't think that I deserve the bonus, then fill it out accordingly. "Since nobody is perfect, if you think I deserve the bonus but you think that there are still areas that I can improve upon, please fill out the survey with the highest score, but also feel free to send a letter to myself or to my boss with the areas you feel where we can do better." In this way, you are explaining the impact of the CSI survey, and then allowing the person do to what they will without mudding the waters with a bribe. I think most decent people will vote to give you the bonus if you deserve it. If the person isn't decent, well then they probably wouldn't have given you a perfect score anyway!
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Replying to: humblecoder (Oct 21, 2007 6:10 pm) One thing that raised our scores even higher then they already were was now we do whats called an exit interview. When I am all done with the paper work I go get the SM who worked the deal. He comes in, thanks you for your purchase, asks you if there is anything we could have done better, goes over your maintenance schedule, ask you what brought you to the dealership and explains the survey you are going to receive. It takes 5 minutes and has helped allot. |
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