Cheater, Cheater...CSI Leader?!?
Who feels that when dealers allow employees to manipulate, gyp, phony up, or outright cheat to enhance or “get” the CSI score that they are only short-changing or cheating the dealership.
What percent of time do you think customers just “give” the highest rating only to help their salesperson or advisors, and then they just go-away because the experience was unacceptable and all trust was lost?
What percent of dealerships spend more time and energy trying to cheat the CSI System, rather than focusing on TRUE customer satisfaction?
As a "Dealer Coach" we've seen dealerships use all kinds of incentives to try and get a high CSI score, even requesting the customer bring in the survey. We've seen customer information changed or modified to protect the store, hold outs on closing and RO for 30 days or more, etc.
I'm not trying to give out any ideas (it's okay to laugh now!) but, who is brave enough to admit that CSI scores have been driven to insane levels by practices like this?
Replies to This Discussion
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Permalink Reply by Fred G. Slabine on -
Yes ATD agrees CSI scores can be manipulated by the dealers in their quest to achieve high CSI Scores. However, we also believe that surveying the customer who does not buy is the quickest way to improve sales, profits and assisting in developing better sales people.
Imagine, someone making a mistake of not developing a trusting relationship with the customer over and over again. What is the actual cost of this one mistake? Consider all of the lost sales, lower profits from the sales and service department not to mention F&I.
Once the issues were discovered, then utilizing a positive approach to improvement where the sales person is inspired and motivated to make corrections, a huge improvement in performance could accelerate sales.
This will benefit the sales person, managers, principles and manufacturers.
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