1,000 dealers share their thoughts about chat, text and messaging in general...and how these communications pay off. SEE HOW
We have been in a rut the last 6 months with our customer survey scores. We usually are in the top 10% of the nation and have never really had any major issues with our scores. Our store has always taken the stance that we don't need to bribe the customer to give us a perfect survey if we provide a great experience and train our salespeople on how to ensure they get a good survey.
Even though we still have happy customers and trained salespeople, I can't seem to get back where we used to be. I know there are stores out there that are basically "buying there perfect survey" and it drives me crazy because it is making me look bad. I know we take better care of our customers than these other stores but unfortunately we aren't getting the recognition from the manufacturer.
Just wondering if most stores out there "buy" there surveys to make sure they are perfect or if they actually work for them? Also, is there any middle ground strategies that might be worth considering?