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Customer Satisfaction Surveys

500 messages,  Last post on Oct 27, 2008 at 12:50 PM

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#49 of 500 I think the large majority of car folks here, by zueslewis Aug 25, 2003 (5:46 am)
me included, dislikes the present system of CSI ratings.   However, the looming question is that if you can't give a perfect survey, what can the dealer do to make it "right", in order for you to feel you were treated very well?   As a manager, I've always asked that of my customers - if you can't give us all 10s, please let me know - I want to fix whatever problem(s) there is/are in order to help you, and future customers.
#50 of 500 Oh, I've trashed dealers before on the survey and by nematode Aug 25, 2003 (9:00 am)
I would do it again. I dont need bribes I just want good service. Lets see, what did they do to incur my wrath?   1) Perform repairs incorrectly and they lie or assign blame to me/another dealer/etc. 2) Perform the wrong repairs and then lie. 3) Dont call when car is completed. 4) Dont have car ready on time WITHOUT calling me. 5) Use the unable to duplicate "excuse" and then play dumb after I duplicate it. 6) Claim a TSB/problem does not exist when it does. 7) Leave my car dirty. 8) Treat my wife differently than you treat me.
#51 of 500 bgable1260 - have to agree with you by user777 Aug 25, 2003 (9:16 am)
yes there does seem to be something very unsatisfactory with the non-transparent nature of these questions.   why use a likert scale when the questions are supposidly eliciting a binary response: pass / fail completely satisfied / less-than-completely satisfied acceptable / unacceptable satisfactory / unsatisfactory
#52 of 500 nema by isellhondas Aug 25, 2003 (9:56 am)
Well, you are talking about a different kind of a survey. The service dept. gets these.
#53 of 500 I can never give a 10 by chikoo Aug 25, 2003 (11:34 am)
to me it means that there is no room for improvement. And surely, there is always room for improvement. For the best service, I give 9. but that was before u guys told that 9 = 0.   new math rules, I guess
#54 of 500 consider this case by chikoo Aug 25, 2003 (11:42 am)
I got my mz6s 19 days ago from NJ. I live in PA. to date, I have not recd the license plates from the dealership. I called them today(25 aug) and they tell me that they did not get all the insurance information they needed(copies of ins. card) so nothing has been done on that front.   The temp window license "out-of-state" expires tomorrow (26-aug).   the selling exp was great. i walked out of the dealership with the car I wanted in less than 2 hours at the best possible price(read lowest possible) in the market.   how should I grade the customer service survey?
#55 of 500 RE: chikoo by nematode Aug 25, 2003 (12:02 pm)
If the dealer is at fault not only should you rip them for poor customer relations on the survey you should also call Mazda customer service and complain. If they have done something that results in your temporary tags expiring (without giving you new tags immediately) then you should file a formal complaint.   No complaints = no change.   I suspect its the dealers fault in this case. We bought a car in NJ and the dealer took care of everything. Any information they needed they asked for right away. I thought in NJ the dealer was supposed to contact your insurance company and tell them what you bought??? Its been a while so I could be wrong.
#56 of 500 Only trouble is... by isellhondas Aug 25, 2003 (12:48 pm)
And this is what can be unfair...   The survey directly impacts your SALESPERSON. It's probably not his fault the license plates have not arrived. He probably knows nothing about it.   I once got trashed because the customer found a paper clip in the ashtray!
#57 of 500 nematode by audia8q Aug 25, 2003 (1:11 pm)
I would probably treat your wife differently and better than you....she is probably better looking than you.
#58 of 500 river - S2ks by jratcliffe Aug 25, 2003 (1:40 pm)
That cracks me up. There's a dealer in NW Indiana who posts frequently on an S2K board which shall remain nameless, who always has a couple in stock, and sells 'em at invoice plus about a hundred bucks in tags/license. Probably moves 2-3 units a month just through that board, folks fly into Chicago, pick up their new toy, drive it home.

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