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#475 of 504 Re: customer service survey [oldfarmer50]
Jun 11, 2007 (3:37 pm)
the survey was for the service department not for sales. As I previously wrote I would have given them excellants so they still would have received their bonus. I would be dumb to turn down their offer. as the old saying goes money talks b.s. walks
#476 of 504 Re: customer service survey [nj2pa2nc]
Jun 11, 2007 (3:50 pm)
"...was for the service department not for sales..."
Oh, I misunderstood. You sold your integrity for the right price then.
#477 of 504 Re: customer service survey [oldfarmer50]
Jun 14, 2007 (8:21 am)
Yes, some stores do this. At least that customer was happy and would have given excellent scores anyway.
Some lousy stores can earn top surveys if they buy them and, yes, for some people, it's all about something for nothing.
#478 of 504 CSI's does everybody do them?
Oct 20, 2007 (1:01 pm)
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?
#479 of 504 Interesting system....
Oct 21, 2007 (6:10 pm)
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!
#480 of 504 Re: Interesting system.... [humblecoder]
Oct 22, 2007 (4:55 am)
I would keep a copy of the survey at my desk and go over it line by line with the customer while we were waiting for the car to come out of clean up, explain the importance of it and ask for perfect scores. I learned early on if you did not ask for them you would not get them. But like I have said before, our store does not tie your pay plan to your VOC score (Voice Of The Customer). The biggest deal we ever made out of it was a perfect 10 would get you $10 and if you were top man of the year you would get a $500 bonus.
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.
#481 of 504 Re: Is this acceptable? [bremertong]
Dec 03, 2007 (11:16 am)
Well Considering all the info on the web and that you probebly didn't pay full sticker for your car.Your sales person didn't make more then $75.00, whitch is the minimum at most dealers for survy bonus. No matter if it was service problems your sales person got slammed and probebly lost about $700 out of his pay for the month as these survey are based off an avarage. I work in sales and it is a very unfair survy to us. On the other hand your sales person should have convayed the importance of the survy to you. So no you where not wrong because you didn't know.
#482 of 504 Where the hell is my survey?
Mar 15, 2008 (7:42 am)
I purchased a new car at the end of January and still have not received a CSI. I asked the salesman if they were on a survey system and he said yes. I indicated that I knew how the system worked and intended to give him a perfect score. He said it would come in the mail. He also said I would get a call from J.D. Powers.
J.D. Powers called a few days later. One of my son's friends answered and misunderstood who they were looking for. He told them there was no one here by that name. I'm wondering, could that have been the CSI? Why would they do it by phone when the salesman told me I would get something in the mail?
They never called back and I've had no follow-up from the dealer. I'd hate to think some dumb teenager screwed up the sales guy's bonus.
#483 of 504 Re: Where the hell is my survey? [oldfarmer50]
Mar 15, 2008 (10:14 am)
Which vehicle make did you buy? It depends on the manufacturer.
#484 of 504 Re: Where the hell is my survey? [madmanmoo]
Mar 15, 2008 (10:19 am)
"...Which vehicle make..."