Has factory CSI surveys finally run their course?
We do our own "in house" CSI survey and follow-up with customers and the difference between how the customer responds to the dealership versus the manufacture is quite remarkable.
When comparing our surveys to the manufacture's it is easy for us distinguish where the problem or praise goes. But looking at the one from General Motors if they don't enjoy the vehicle, how is General Motors really going to know that? There have been times when a customer has noted on the survey that they want to tell somebody directly at General Motors how upset they are with vehicle or how they believe it could be improved and they are never contacted, except by us to see if indeed they were contacted.
Our goal is to build a relationship with our customers, thats our reason for using customer surveys and follow-up, I am not sure what General Motors is attemtping to do.
What do you see?
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