Project Mall Runner

[ScottyB]

a huge deal in dealerships is the CSI or Customer Satisfaction Index ranking which is derived from customer surveys.  OEMs use it to drive certain behavior in the dealerships as well as gauge a franchise's overall standing.  the surveys are based off a 1-10 ranking on questions and for some reason if you give a salesperson anything less than a 10 it could destroy their job as the cumulative rankings actual determine how/if a dealer gets certain inventory.  its a very stupid survey system but that's what it looks like right now.  use that as a negotiating tool, although you may sound a bit like a dick. 

just a follow up on this - i'm currently working on a marketing piece for a big dealer in the RDU area. here's a text blurb from their content...

"We want to make sure you are completely satisfied and if for any reason you are unable to give us a completely satisfied score on your survey please let us correct it."

again...for whatever weird reason, in the dealership industry surveys are a huge, huge deal. there is big money at stake. whether its for buying or servicing, you have a massive amount of leverage through the survey process if you want to push the issue with a dealer.