BMW allows this, but obsesses about Cust Sat #'s? (archive)

It really makes me laugh that the same company and dealers which obsess about getting "excellent" numbers on their customer satisfaction surveys are at the same time often involved in dealer gouging and breaking wait list contracts.

The dealers that pull this stunt deserve horrible Customer Satisfaction numbers, and BMW deserves all the complaints we give them for condoning it. Yes, they can't legally stop the dealers from doing this, but they do control allocations, and it is NOT hard to learn which dealership plays fair and which does not.

BMW desperately needs to get its head out of the sand about what makes for "excellent" in customer satisfaction. At the moment they've put together a survey system which promotes allowing the dealers to pressure and intimidate good scores out of the customers. Instead, BMW should be talking directly and independently to people who visit the dealers to learn what's really going on. BMW could even hire a few folks to drop by and take an anonymous look-see themselves. That's what you do if you really care about customer satisfaction.

Tolerating dealer gouging and telling the dealers exactly which customers gave them failing grades so that the dealer can retaliate is stupid.

Follow Ups:

[ Follow Ups ] [ E46 M3 Message Board ] [ Msg. Board FAQ ]

Questions, comments, or problems, please visit the Roadfly help desk.