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Re: CSI = Customer Service Index? Yes,.... (archive)

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Posted by keithc on September 25, 1998 at 17:11:12:

In Reply to: Re: CSI = Customer Service Index? Yes,.... posted by Ken on September 25, 1998 at 11:11:44:

Same here Ken, I was so visibly and verbally outspoken with the cheap tactics and lack of customer service that I never received the survey. Funny, a year later when I complained about not getting any newsletters or response mailings, I found out that they had purposely changed my address and phone number in their system to hide my potential feedback. I thought about calling BMW NA, but they've never been much help either. Keith

: Interestingly enough, I was so unhappy and the dealer did such a lousy job of handling my lease that I never even got a survey. I was just waiting to reply but that was almost a year ago so it looks like the dealer will dodge a bullet on this one. They must have found a way to avoid a survey being sent. Ken

: : Imola-rED:

: : that's correct. Their total CSI is a combination of sales performance AND service performance. I do not profess to know the precise formulas for determing the total score but I seem to recall someone saying that they had to have a total score of 89 over a time period in order to get the hold back from BMW NA. Maybe someone can fill us in on the details. Anything less than "excellent" on your survey really hurts them. At my dealer the service invoice makes it very clear that if you get a call and can not give them an excellent on every item, the service manager wants you to call him and let him know why you couldn't give them an "excellent" on every item.

: : Fred MeloanI
: : :

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