without them, the customer has no way to rate their experience without pressure from a live person on the other end of a phone or desk. Without a rating system for customer satisfaction, the manufacturers have no incentive to change or improve dealer service or manufacturer service. Without published CSI results, a manufacturer can do whatever he would like. Of course, your argument will be that you dont have to purchase from that particular manufacturer. Right? If there is no way to control and publish CSI, ALL manufacturers will become abusive. At that point, you'll have no choice but to purchase from an abusive dealer or manufacturer. I vividly remember a day when vehicle sales were intimidating and outright mean. This was caused by the lack of supervision by the public (or media). The CSI reports can be published at any time by any source of media. One bad report on 60 minutes (for example), and your US sales will plummet. It has happened time and time again.

CSI is an important step, although it needs to be treated and handled differently. The manufacturers put the pressure on the dealer by creating such high goals at the same time as having a punishing system of scoring.

Change IS necessary, but removal, altogether, will set us back at least 20 years in Customer Service.

Cheers,
Brian.

posted by 64.217.2...

• 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
    • 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 <-- Viewing This Message
          • 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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