Manufacturer Surveys. Top Box scores only? Effective?

[CRM SoTex]

Completely Satisfied or Very Satisfied?
What should be the highest ranking?
Does "Completely Satisfied" mean the same (or anything at all) for non-native English speakers?
Should dealers be graded on one question only?
What are your thoughts on the surveying process?
Is it more of a Burden for dealers or an effective tool?

[pjpeery]

i don't like these surveys but there should be only 1 question

"will you return for service" if no why not

"will you return for sales " if no why not

this would get you all you need to know to keep customers coming back
i know i listed 2 questions

[harleygrl]

The whole manufacture survey system will never truly be an effective tool so long as they (the manufacturer) continues to keep incentives, monies, etc. tied to the results. Dealers will continue to have no choice but to do whatever they need to do to stay above whatever the treshold may be for that manufacturer.
I have come to the conclusion if you want the true picture, call your customers and ask them questions. Or implement your own "in-house' survery system. Especially with the percentage of customer's being surveyed by the manufacturer vs. the total number of customers that come in and out of your service depatment on a daily basis. The manufacturer survey gives a really small picture of how people feel.

[CRM SoTex]

what do you think of the completely or very satisfied?
What is a good reason some manufacturers use "completely" and others "very" for their top score?
how come companies as Mazda give credit on every question and others like GM only use one question for scores?

[capsgs]

The reason that GM's survey is so narrow is because when they introduced the thing way back when the dealers blew it out of the water. So with the investment they had in the system they had to make it harder. Then came "top box". It is completely against most human nature to rate something the best as there is always the feeling that there is something better out there. So now the system is unrealistic in it's results, because unless you solicite for the answers most people don't bother. It needs serious revamping.

[CRM SoTex]

How about those "Restricted" surveys. Those are usually the people you give out the store and they still burn you on the survey. Have some of the GM people heard something about the survey the maritz people ran regarding the survey process?

[sallen1]

Surveys are always a problem.

The survey results are more an indication of how people answer the quiz, so to speak and aren't really all that important... except when the attach cash bonuses to the scores (SFE). That's where the problems come in.

You know what your customers expect and how to treat them. You can probably guess the RESTRICTED ones as well. Remember, some people will not be satisfied at their own funeral.

The magic of simplicity is what pjperry suggested: two questions (maybe a third... would you recommend us to a friend, if not, why not).

We send an email to each service customer immediately after the visit asking one simple question: "Are you satisfied with your service visit today? If not, will you please let us know how to improve." We get tons of comments and can work the conversation before the actual survey is sent.

But since they tie money to the score, we have to deal with the results. No one should be worried about the MFGs working to remove dealers with bad CSI. They will take care of themselves.

s