Date: Tue, 31 Aug 1999 11:52:57 -0400 From: Andy <alewmannopsaman.com> Subject: Re: Saab customer survey
On Tue, 31 Aug 1999, SMF wrote: > I bought my 9-3 recently and have found that the dealer seems very > concerned about the customer satisfaction survey. In every contact > I've had with them since, telephone calls from them and contacts from > me and follow up letters they've sent, I have been encouraged to give > them all high marks. It's somewhat annoying since I sense this is a > priority to them and that they're searching for just the right time to > sell this. Tell me once or twice, but don't remind me 10 times! I've found that in general to the auto industry, the surveys are meaningless. The salespeople almost command you to give them excellent marks, which pretty much invalidates the point of the survey. One measure of a salesperson is by customer satisfaction, and I think in some cases their bonuses are tied to it. Obviously, the higher overall satisifaction customers appear to have with the dealership, the "better" the dealership in the eyes of the manufacturer. The whole thing is one big farce, as far as I'm concerned. However, if you honestly fill out the survey and fail to give glowing marks across the board, you get pestered with customer service followups, etc. | Andy | e-mail | web | finger | | | andynopsaman.com | www.lewman.com | alewmannopsame.net | Don't hit a man when he's down -- kick him; it's easier.
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