Unfortunately, the dealer must count on the CSI surveys for a great deal (from allocation, to end of year money, even to whether they lose the franchise). All of this is based on a sloppy and unfair survey. Anything other than completely satisfied or excellent is failing. The problem is this: How many people do you know of that actually give an excellent on a survey even if they were completely satisfied with the transaction? Human nature tells us that no one is perfect. Therefore, unless coached by the dealer at the time of the sale, the CSI survey's do not show well.

The break-down of scoring is as follows:

Excellent/Completely Satisfied = 100%
Very Good/ Very Satisfied = 80%
Good/Satisfied = 60%

And you know where it goes from there.

As a dealer, we depend on our CSI percentages to (most importantly) give us the money at year's end to make various facility improvements, and to pay for advertising and a portion of our floorplan interest. CSI is a very touchy subject, but do not feel bad. Most people have no idea how horribly baited the questions are. Granted, I do believe that the salesman was out of line in speaking in a rash manner, but a call by the salesman is to be expected. Usually, we need to find the reason for not receiving an 'A' Grade. If it was a mistake made by the customer, then the CSI score can be thrown out of our end-of-year composite.

Usually, at delivery, I will tell the customer how important the CSI survey is to us. I ask them not to lie, but to let us know of any shortcomings immediately so that we can repair them before the CSI survey is sent. "If you cant give us an excellent on any question, please, let me know so that I can fix the problem for you."

I hope that this has shed some light on your dealer's motives, but I cannot account for his behavior. That is no way to foster a relationship, and build a lifetime customer.

I guess that you should have bought the car from me. ;-). (*lol*)

Cheers,
Brian.

posted by 208.191.1...

• Salesman upset at satisfaction survey, Jim, Thu, 15 Nov 2001 13:23:25
  • Saab pays $100, markb, Fri, 16 Nov 2001 12:43:30
    • Re: Saab pays $100, Seanu, Fri, 16 Nov 2001 18:18:50
    • Really, I've yet to see this! Now that..., brian@saabcenter.com, Fri, 16 Nov 2001 17:22:26
  • Jim- Return the car!, Brian, Fri, 16 Nov 2001 10:59:35
  • I would much rather be in your position ..., georgev, Thu, 15 Nov 2001 18:41:29
    • Re: I would much rather be in your position ..., Paul , Thu, 15 Nov 2001 21:44:54
  • Wished we had US Saab sales people in Sweden!!, Jörgen Trued, Thu, 15 Nov 2001 16:45:50
  • Oh man would i whale on that sob if he pulled that..., Jon , Thu, 15 Nov 2001 16:37:54
  • Re: Salesman upset at satisfaction survey, Pigeon, Thu, 15 Nov 2001 14:11:23
    • Re: Salesman upset at satisfaction survey, Dingo, Thu, 15 Nov 2001 15:34:51
  • Well, do you think you can name the dealer or give us.., TKC, Thu, 15 Nov 2001 14:10:44
    • Re: Well, do you think you can name the dealer or give us.., Jim, Thu, 15 Nov 2001 14:28:29
      • The survey's are..., brian@saabcenter.com, Thu, 15 Nov 2001 17:33:42
        • Re: The survey's are..., Jim, Fri, 16 Nov 2001 13:56:46
          • RE: Survey., brian@saabcenter.com, Fri, 16 Nov 2001 17:28:20
      • Re: Well, do you think you can name the dealer or give us.., Jim, Thu, 15 Nov 2001 14:44:03
  • Okay, my CSI survey spiel..., brian@saabcenter.com, Thu, 15 Nov 2001 14:02:07 <-- Viewing This Message
    • These surveys make me laugh and cringe..., Surfer_Rex, Thu, 15 Nov 2001 16:13:18
      • Re: These surveys make me laugh and cringe..., brian@saabcenter.com, Thu, 15 Nov 2001 17:05:48
    • one question, Dan Emery, Thu, 15 Nov 2001 15:13:28
      • Nothing happens, but..., brian@saabcenter.com, Thu, 15 Nov 2001 16:56:23
    • Re: Okay, my CSI survey spiel..., Pigeon, Thu, 15 Nov 2001 14:15:24
      • Re: Okay, my CSI survey spiel..., Dingo, Fri, 16 Nov 2001 12:58:33
        • They are necessary because..., brian@saabcenter.com, Fri, 16 Nov 2001 17:42:09
          • Re: They are necessary because..., Dingo, Mon, 19 Nov 2001 09:30:03
            • Re: They are necessary because..., brian@saabcenter.com, Wed, 21 Nov 2001 12:25:43
      • And this is pretty typical for all car lines, Mike D, Fri, 16 Nov 2001 00:49:39
  • Re: Salesman upset at satisfaction survey, Ron H, Thu, 15 Nov 2001 13:36:38

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