|Thanks for the info Fred, very useful (eom) (archive)|
Posted by Donna Downey on September 29, 1998 at 11:54:08:
In Reply to: Another CSI Perspective 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
: Hi all,
: 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
: Charles Gregory
: 93 325is