Someone is catching on! The system is BROKEN!!! "The way the system is set up, auto manufacturers offer substantial financial incentives to dealers whose survey results show the highest levels of customer satisfaction. Sounds fair enough, right? Wrong. By rewarding dealerships with financial incentives, these carmakers have unwittingly encouraged unscrupulous car dealers to capitalize on the situation. They do this by pressuring their own customer service representatives and salespeople to obtain artificially high scores on their customer satisfaction surveys, by hook or by crook. The result, of course, is a customer satisfaction survey process that actively dissatisfies customers. " dealermarketing/bizdev/business-development/1859-its-time-to-change-the-customer-satisfaction-survey-system
Posted on: Thu, 19 Sep 2013 21:44:02 +0000
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