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Customer Satisfaction Surveys

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

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#9 of 500 18fan, by landru2 Aug 22, 2003 (9:23 am)
As I alluded to, the biggest problem is not in improving our service so that customers give us good marks. The biggest problem is getting happy customers to mark "completely satisfied" rather than "very satisfied."
#10 of 500 Put the blame where it belongs by edle777 Aug 22, 2003 (9:39 am)
IMHO, the problem is the car maker who grades the surveys so unfairly. It's like a school that says you need 100% to pass the course. So as a student, if you get a 90%, do you go complain to the teacher who gave you the mark? Not if you deserved it. The problem is the administration and their unrealistic standards. If they don't listen to your concerns, then I guess you're SOL. Nobody said life was fair. You want to sell this car maker's cars for a living, you have to accept the good with the bad.   Customers should fill out the survey as he/she sees fit. A bribe is still a bribe and shows a lack of integrity of the part of the dealership. The fact that a dealer is graded harshly isn't the customer's problem.
#11 of 500 edle777 you've missed the point. by landru2 Aug 22, 2003 (9:46 am)
No one here is saying that an unhappy customer should say they are happy. No, the marking system is not the customer's problem. But I think many customers intend to reward us by marking "Very Satisfied." I think they should be informed that that score will in fact give us a 0% mark.
#12 of 500 Landru, by 18fan Aug 22, 2003 (9:48 am)
Understood... and I agree with you.   My point, though, is that it is a much easier "sell" to explain the survey system (all or nothing) to a customer who has received outstanding service through the buying process. The happy customer is much more likely to give top marks, whereas the customer who had only an average experience (as bgabel described) is likely to be put off by perceived attempts to "buy" a better survey than the level of service deserved.
#13 of 500 As long as I can remember by rivertown Aug 22, 2003 (9:53 am)
the dealer has made it clear how the surveys are scored, and I've understood that. So, the dealer gets a perfect score from me if the service is at least average and completely free of shady dealing. I'm a hard sell, and yet it's not hard to get a perfect CSI from me. So, if you're taking CSI hits it might pay to take a good look at the basics. I'm gonna call the dealer to let him know about the doc fee added just prior to signing or about the service dept unwilling to deal with a tire with a slow leak the day after delivery? Yeah, right. That's basic stuff, which the dealer can catch on his own - if he's interested.
#14 of 500 Perfect score for average service? by landru2 Aug 22, 2003 (9:57 am)
Unfortunately many people feel their conscience won't let them mark perfect for average service.
#15 of 500 Landru by edle777 Aug 22, 2003 (9:58 am)
I agree that customers should understand the difference between "very" and "completely". But the fact that they are graded so differently by the car maker is what doesn't make any sense. If it's an all-or-nothing thing, they should make it so. As I recall, the last car survey I filled out had mostly (Y/N) questions so it was clear to the survey taker that it was all-or-nothing.
#16 of 500 Landru by rivertown Aug 22, 2003 (10:15 am)
There will always be people who are impossible to please. To focus on them, and in so doing to fail to please those who can be pleased, is probably counter productive.
#17 of 500 river by landru2 Aug 22, 2003 (10:28 am)
You've missed the point too. The people that make or break our score are people that are already pleased. They just need to be somehow convinced to mark "Completely" rather than "Very."
#18 of 500 edle by audia8q Aug 22, 2003 (10:42 am)
yes, its the mfg who is unfair....but isnt it much more unfair to give the dealership a failure score when you had a 9 experience? Why bother giving the dealership 9's....just give them zero's, it's the same thing....   The bottom line is the dealership is financially penalized and the consumer who was happy with the process is now looked at as the "guy who failed us" because of his perception of how a survey should be handled by the mfg....   The mfg is unfair so let's clobber the dealership who was good enough to earn your business.

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