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Smart Shopper Customer Satisfaction Surveys
500 messages, Last post on Oct 27, 2008 at 12:50 PM
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I believe, they have gone to phone surveys. I know some places were offering bribes if the paper surveys were brought back to them. I would MUCH rather have a customer refuse to answer the questions then give me a bad survey. |
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>>> Back on topic - I always give sales surveys perfect scores. If they did something wrong, I have a better way to get back at them... I simply never return - they need my service and parts purchases to stay in business, and they just won't get them. <<< doing so, will only lead the salesperson to believe that he did everything right. The salesperson also has to learn. Why should the dealership suffer for the salesperson's mistakes? |
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I was listening (reading, rather), and I did get it. I understand that the CSI affects the salesperson. What I don't understand is whether it affects anybody else - like the sales manager, the F&I guy, the owner/principal, etc., who has an effect on the CSI. Not that any of that matters to me as a customer, or should. If the sales manager quotes a price and then bumps it, if the plate runner doesn't get my plates in a week and doesn't call to explain, if the prep guy or the salesguy delivers the car with a slow leak due to an inventory sticker 'tween the wheel and the bead and the service guy sends me to the tire store, if the F&I guy keeps me sitting after he's gotten the info that I'm not buying any of his products - then I'm gonna show dissatisfaction on the CSI on the items that best reflect the truth of the situation. It seems truly unfortunate if the CSI falls only on the salesguy's head when other dealer staff have such an affect on the customer's satisfaction. Why get bent with the customer, though, if the prob is at the dealership? |
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Whatever... I tried...I knew better. Sorry, everyone. |
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| No prob. Enlightening discussion. | |
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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???? Rich, the dealer isn't getting the insurance for me, they're just getting my existing insurance information from my agent for the lender, and supplying the necessary vehicle information for my insurance company. While a vindictive salesperson might be tempted to say things like you mention, I doubt that has ever happened, and the agent can certainly request a DMV report if they're curious. Terms of a policy cannot be changed over the phone - requires a form and a signature. If I was a first time buyer, then it is up to me to arrange that initial insurance policy. kcram Host Smart Shopper and FWI Message Boards |
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| Thanks for the info...up here in CT, most insurance agents will not discuss anything with anyone but the insured. It's even hard for us to "verify" coverages.... | |
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Of the new privacy laws. It keeps getting harder and harder to conduct business. Seems every six months we get another form to fill out. |
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River, Curiosity question. Do you give the dealership a chance to make things right first before you would give negative marks on the CSI? |
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In reference to the csi questions you asked about in your last post. With Toyota we had a 0-5 scale, 5 being "Completely satisfied" However the sruvey was flawed as it asked about the experience with the finance manager et, al, but the final score reflected on the salesperson and those scores were used to qualify for sales society, manufacturers bonus money for the salesperson, etc,etc. I remember a few years ago an elderly couple came back to buy an Avalon from me because they said "you didn't try to hustle us like the other dealers we went to and you also explained all the features on the car to us which no one else did." I was very grateful for that as the lady went up to the GSM him why they came back to buy the car. After they came out of the finance office it was a different story. The lady came up to me as I was bringing the car up to the delivery area and said "I wish you would have warned us about that witch in there!" At that time we had a girl in finance that was not well versed in dealing with older customers or other customers as well. She was rude and would talk down to people. Anyway she cost me quite a bit of money after I received the surveys and the section about the finance came back as completely dissatisfied. Needless to say she didn't last long in that department and was let go. So to answer your question, yep other people can affect your CSI but it's all blamed on the salesperson. Toyota finally realized this and did away with the survey. They still do random surveys but the salesperson is never mentioned and they are no longer tied to monetary rewards. : ) Mackabee |
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