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Customer Satisfaction Surveys

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

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#81 of 500 by rivertown Aug 28, 2003 (2:42 pm)
When I called my ins agent the day after picking up the car, the dealer had already called; and ins agent opened the conversation with "How do you like your new Si?"   Even so, it was 3+ weeks before the dealer had my tag - which I chaulked up to typical customer service, i.e. serve the dealer, not the customer.   One reason for delay on getting tags is likely to be the dealer's reluctance to register the car before he receives payment from the lender. If the lender doesn't pay and the dealer needs to take the car back, registration prevents him from selling it as 'new'.   A simple, straightforward explanation along with expeditious clerical work would go a long way toward improving relations (and CSI scores).   DMV hang-ups! Hooey (and CSI ding from me).
#82 of 500 Once in awhile... by isellhondas Aug 28, 2003 (2:56 pm)
Teh DMV just messes up. Not often, but it happens.   If a person wants to punish ME for this, it probably doesn't matter since they will get the phone survey long before their plates are overdue.   A sloppy dealer can indeed cause the problem but it really irks me here when certain posters blame EVERYTHING on the dealer.
#83 of 500 Craig, I agree - that was my point earlier. by zueslewis Aug 28, 2003 (3:23 pm)
#84 of 500 by rivertown Aug 28, 2003 (3:32 pm)
I don't see the CSI as personal, i.e. as directed at any one party. The items ask about services delivered by various people at the dealership.   If the F&I guy plays games or the SM pushes for a profit bump or the dealership gal handling DMV doesn't have time to do the job or the service writer doesn't wanna mess with a tire leak the day after a sale or the prep guy does a shoddy job or somebody decides to hold up registration 'till the money's in? It sounds like the salesguy takes a hit if I ding on any of these issues?   As a customer, this just isn't my prob nor a prob I've caused. If it's a prob with customer service teamwork, take a look at the team leader. It's not rare at all to promote team cohesion by delivering team rewards and sanctions, nor is it rare at all for a top performer to be hurt by poor performer team members. That's not good at all, IMO; but to suggest as a fix that the customer become satisfied with unsatisfactory service is . . . . .
#85 of 500 You weren't listening... by isellhondas Aug 28, 2003 (4:04 pm)
Or else we weren't very clear...   Fiar or unfair, right or wrong...   The survey affects the SALESPERSON!   So, you make an unacceptable offer and the SM want's more...the F& I person annoys you or you run over a nail and service can't force you in ahead of everyone else.   Your "revenge" on the CSI survey will hit your salesperson.   Now...the only thing that matters are the actual scores. I encourage my customers to make comments if they are especially pleased or displeased with another element of the sale.   Again, I don't think any of us like the current system but that's what we live with.
#86 of 500 by audia8q Aug 28, 2003 (4:32 pm)
So, in nj the car salesperson calls the agent and gets the insurance for the buyer??? What if the salesperson takes it upon himself to change the terms of the policy??? what if he talks to the agent about your crazy driving habits? or the drunk driving rap you beat last year??? I think its insanity to expect or encourage anyone buy the buyer to notify the agent of insurance changes......I also wonder is this violates the Gramm-baily federal privacy act that went into law recently????   Confirmation of insuance coverages by the dealership is fine....adding to deleting to a policy is a bit risky to me. Remember, all the posts on here about the shady salesperson and crooked dealership?? you want them handling your insuarance changes???
#87 of 500 It looks like the insurance question.... by crkeehn Aug 29, 2003 (3:13 am)
depends on the state you live in. In Maryland, my dealer issued me my plates on the spot, when I got my latest PT Cruiser. There was no question about the insurance, however.....   Apparently the MVA gets the information from the insurer of record as to whether a vehicle is insured or not. When I added the PT Cruiser to my policy, I also removed the Windstar that I had traded in. Within a month, I had received a letter from the MVA threatening me with a fine for an uninsured Windstar unless I could prove that I no longer owned it.
#88 of 500 CR - by zueslewis Aug 29, 2003 (4:26 am)
same with PA - I've gotten those threatening letters fom the state that appear to take your first born if you don't put insurance on the vehicle you sold two months ago...
#89 of 500 Don't respond by bgabel1260 Aug 29, 2003 (5:14 am)
What happens if you don't return the survey? If "satisfied" is considered a negative then maybe I should just throw this junk survey in the garbage.
#90 of 500 If you don't respond, it by zueslewis Aug 29, 2003 (5:18 am)
doesn't hurt anything.   If you offer good scores, though, it will help keep their average up.   That's another reason why sometimes, when dealing with someone we knew would be a butthead, we RDR'd the car to someone else's address, having the survey pop up at my neighbor's house.

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