Whom has the Survey Return Magic

[Lhansen]

SSM:
I'd be happy to take a look at your latest CSI report and let you know if I can key in on anything for you. I review a lot of monthly reports, SSI, CSI, etc. for dealers. Let me know.

Linda

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Linda Graham Hansen
Auto Dealer Focus
www.autodealerfocus.com

[texaslp]

Jazdale you must be reading my mind. I think somebody should come up with a csi model that does exactly that. It's a known fact that the disatisfied customer is far more likely to return the survey and most people just don't have the time or won't take the time.

[CRM SoTex]

I have a question for the Ford/mercury/Lincoln/Jag/LandRover people, Is it true that you get a list of people who are being surveyed for the month?

[btk]

SSM,

If you have really high retention, which you do, that speaks volumes for your customer satisfaction. I wonder if the low return rate is do to something very simple. Bad addresses, bad emails or lack of emails.I find that the database at dealerships is typically not well maintained. Make sure part of the write up process for the advisors is verify correct information and ask for email address,if your manufacturer provides that ability to respond via email.

[djd93]

After watching my return rates drop by following what the consultants from the manufacturers told us to do I desided to try something on my own. Was quite simple. We have a sheet of paper that tells that we will be contacting them and asks the customer how they want to be contacted for a follow up from us. We have them fill out while they pick up from the cashier. It asks if you what to be contacted by phone and if so what number, e-mail and what number, and regular mail and what adress. We then mark this in our DMS and just verify the next time. My response has doubled. Also our scores have went up almost 10 points in score because we are now getting the "good ones" also to repsond.

Our customers like our advisors but seem to love our cashier. When we started another store to split the franshises we had customers tell us if she was not at the store they would by another brand. Desided since people liked her that much I try haveing her do the follow-ups. Very well recieved from customers and we get more feedback, good and bad, from customers. Plus I know she is taking the time to talk with them were advisors seemed to almost rush through follow-ups. She is good at asking them to send in the survey and feeling good about it. I also know all people are being contacted.

In short we ask how "they want to be contacted" and have the person with the best personality for it do it.

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[CRM SoTex]

oh, man, the good old Pretty person syndrome. You hit it right on the head. If you have somebody up front who the customer wants to please, they will return the survey with positive response. The problem we have is that for what the dealer pays you can't get the "cindy crawford" types, you get the "Rosie O Donels" for the wages...