|Another CSI Perspective (archive)|
Posted by Fred Meloan on September 29, 1998 at 10:30:48:
Mr. Gregory has given me permission to post this article. I think you will find it an interesting perspective on the CSI issues. Fred Meloan
From the BMW Digest v.09 n179.
Date: Thu, 17 Sep 1998 08:56:01 -0700
From: Charles Gregory <[email protected]>
Subject: Service/Sales CSI-You hold the upper hand
The salesman speaks again..........
I've read some of these sales/service nightmares, and although I'm lacking in a lot of the service knowledge, I do know this: J.D.Power's is God!!!!!(for the dealer's and manufacturers, anyway)
CSI(Customer Satisfaction Index) = $$$$$$$$$$$
If your not happy, it costs us money, and although we all like cars, the dealer is there to make money. Let me explain: We all pay our repair bill, right?(that's what we call the "front end") But when BMW calls to ask how your Sales/Service experience went, and you "slam" the dealer,
it costs them money(let's call it bonus money) It is directly related to that particular dealer's CSI score. Sales and Service each are scored separately. If that dealer falls below a minimum CSI, they lose their bonus(must have a CSI score in the mid 90's% and I think it's paid quarterly) Think about it, how hard is it to keep 9.5 out of 10 happy???? It's tough. At a BMW dealer meeting in LA, I heard a General Manager say, that he had $50,000 a month riding on CSI. Chump change???? NOT!(that's what we call the "back end") When I write this, it's only to tell you that BMW NA is listening to you, they will send a "Customer Alert" to every dealer that gets
"slammed", and that dealer is supposed to take care of the situation immediately.
I finished 1997 with a CSI of 99.7 (was actually highest sales CSI in my state)(pats self on back)
My check must have gotten lost in the mail. lol