Asking for the survey

[DautoMan]

I am from a small Hyundai dealer in the NW. We just recently changed over to a one question factory generated CSI survey with a score of 1-10, with 10 being the best score and 1 the lowest. Does anyone have a quality way of asking for the "10" Survey?

[pjpeery]

DautoMan

after going over the repairs w/the owner and you have made sure it is fixed i say"the factory will mail you a survey about this repair and i would appreciate that you would fill it out and give us some high marks " and of course thank them

paul

may csi 90.0

[This message has been edited by pjpeery (edited 05-02-2007).]

[Gran Sasso]

You could always do the old "Bring us your survey blank, and we will fill up your gas tank" game.

[texaslp]

I believe we say something like, "if for any reason you can't give us a 10, would you please call or come by and give us an opportunity to make it right."

[Mike Vogel]

Make sure your service advisors make it personal between them and their customers. If 10 is what your looking for let your customers know that anything less than 10 is considered a failing grade. Educating the customer to these facts can help a great deal.

[dew23456]

I second that! Mike is right on track. If you do everything right, but forget to ask the customer for a 10, you will get a lot of 9's, 8's etc. You must let the customer know that a 10 is the ONLY passing grade.

This is assuming that the other 999 things are done right too.

Good Luck

[Lhansen]

Just a quick word of caution. Asking for a "10" can often backfire, resulting in a survey worse than if you had not stressed the importance of the score. If you treat your clients right, have good processes in place, quality check your repairs and are sincere with the customer, then all you really need to do is ask the customer to complete their survey. If they have any questions or issues prior to filling the survey out, ask them to call.
A lot of manufacturers have anti coaching policies..so be cautious.

Linda

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Linda Graham Hansen
Auto Dealer Focus
www.autodealerfocus.com

[Mike Vogel]

Linda, most people will rarely give a 10 or excellent or completly satisfied on a survey even if they are happy and intend to come back. Going the extra step in letting them know how the maufacturers grade the dealership cannot hurt.

[capsgs]

When the factories first came out with measuring CSI, most dealers blew it out. Everybody was getting good scores.(well most anyway) So it had to be made tougher to make the program worth it's keep. That's when the "completely satisfied" weight came. In the factory's eyes it was supposed to make everybody try harder to please the customer and to a certain extent it worked. However human nature just doesn't dictate that most people are going to score the highest. So for that reason you have to solicit the answer. We always point out to the customer how they may benfit from answering that way.

[ZFAN24]

Nissan will not allow us to influence scoring at all. Offering incentives isn't even allowed. I was going to try 10% off on any service for simply returning a complete survey, but was informed that this was "dealer influence" and would be rejected.
There is a question on the survey asking if the survey was mentioned to the customer, with a line for comments. All I'm actually able to do is call the customers the day they should be getting the mailed survey and let them know to expect it.