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CSI=Customer Satisfaction Index and usually.... (archive)

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Posted by wayne on September 25, 1998 at 21:18:57:

In Reply to: You hurt his CSI numbers which are the...... posted by Fred Meloan on September 25, 1998 at 09:20:58:

a survey is sent to about every other buyer immediately following the sale and a different survey (to even fewer customers) following the first visit to the service dept. The results of the first survey are almost always tied in to the salesperson's pay plan and the dealer's flooring costs, however, many dealers have found ways to have surveys sent to dealer employees or not sent at all. I worked for one dealer that picked out problem customers and called them before the survey had time to arrive pretending to be from the manufactuer. The person on the phone would ask the same questions that were on the survey and, if they got a negative response, would then tell the customer that they had entered their answers into the system and that if a survey was mailed out also, to just disregard it.

: : I got a call from the salesrep at Sonnen (Mill Valley) yesterday with regard to the less that perfect scores that I gave on the dealer survey. He said that he was going to dispute the results. Have any of you heard about this? Why would I care, at all? It is already clear that I would never use him again. The gang in the service department like donuts. I think that I'm going to ignore this.

: : Any thoughts from the board?

: basis for BMW keeping the 2% hold-back from the dealer because his CSI too low. You hit where it hurts--his pocketbook. Hang tough and challenge him and you will be doing all BMW owners a favor by helping to rid us of a lousy dealer.

: Fred Meloan

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