CSI SURVEY RETURNS

[DAN HOUGHTON]

We are a stand alone Buick dealer in San Antonio. We run around a 52% returned with a top box of 89.9. I have 3 advisors that remind the customers as the vehicle is droped for sercice, my cashier does the same when the vehicle is picked up. The next day a lettler is sent to all customers from the advusors thanking them for coming in and with in a week I send all warranty customers a letter thanking them and also reminding them to send in the surveys. we also have an employee call all warranty customers and those she can not reach she sends a nice card letting them know that we care and we were trying to reach them.
We have been doing this for 2 years and my dealer has stayed on the top in CSI in our market area.

[homesleym]

Hi Folks!

We too, are looking for ways to increase the response rates on our CSI surveys. Any one have any new ideas?

Thanks, Mark

[fordsm]

The best way to get a greater return is have a bonus plan that everyone has a peice of. For example if you hit a certain percentage the receptionist, porter, and cashier get $150.00/mo extra. Then also base a advisor bonus accordingly. The most important part of the whole thing is everyone has to "ASK" the customer to return the surveys. You can also check on the employees in your followup call to make sure they are asking and also use that opportunity to thank the customer and remind them again. It usually works because everyone has a stake in the success. The people that don't want to ask get rid of you don't want them working for you anyhow.

[johnny o]

Once a week all closed ros phone numbers are keyed into an autodialer ... a short thank you for servicing the vehicle with us and a request for feedback by pressing 9 on the keypad ... this sends a voice email to the administative assistants desktop. She then contacts any one who is unhappy ...usually most are pleasent and compliments.

Works well, takes about 10 15 minutes keying and the machie works away on its own all day long , redials once an hour for any calls not reached.