Date: Thu, 02 Sep 1999 12:43:59 GMT From: nutmeggernopsameja.com Subject: Re: Saab customer survey
In article <Pine.GSO.4.10.9908311141330.5459-100000nopsaml3.shore.net>, andynopsaman.com wrote: > On Tue, 31 Aug 1999, SMF wrote: > > I've found that in general to the auto industry, the surveys are > meaningless. The salespeople almost command you to give them >excellent marks, which pretty much invalidates the point of the survey. So why would anyone listen to a salesman about it anyway? And, how else is a company to know if the customers don't answer these surveys honestly? >One measure of a salesperson is by customer satisfaction, and I > think in some cases their bonuses are tied to it. I wouldn't doubt it. >Obviously, the higher overall satisifaction customers appear to have >with the dealership, the "better" the dealership in the eyes of the >manufacturer. Yes, but FINALLY Saab is getting smart and asking customers about their service, not just sales and in my opinion that is even more important because in reality the dealership makes more money from service than sales. The Techs are the backbone of the business. > The whole thing is one big farce, as far as I'm concerned. > However, if you honestly fill out the survey and fail to give glowing > marks across the board, you get pestered with customer service >followups, etc. I don't think it is a farce, I think people should be honest and if they have problems with service they definately should let Saab know because what good is having an excellent car that nobody can fix? Sent via Deja.com http://www.deja.com/ Share what you know. Learn what you don't.