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dealer's have significant incentives for good surveys
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Posted by Bret (more from Bret) on Tue, 8 Jul 2003 11:53:47 Share Post by Email
In Reply to: what is with all the pleadings about the survey?>>, elSVT, Tue, 8 Jul 2003 11:23:33
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The mfr's put intense pressure on dealers to get all top marks on sales or service surveys. There are various bonuses attached to them, even allocation bonuses on some surveys. The people you talked to very likely had significant cash bonuses tied to survey results. A couple bad surveys and it costs them hundreds, maybe thousands of $$ in income.

A big reason they want to make sure you fill out the survey correctly is so many customers fill them out wrong. They mean to give out high scores but give low one by mistake. Other times customers penalize dealership personnel for things beyond their control - crashing computers or power outages that screw up invoicing and cause delays, for example.

There's a lot of pressure to get killer survey scores and it comes directly from the dealer principal and the dealer's General Manager.

posted by 24.99.95...

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