Automotive Dealer Coaching of CSI Surveys

1
Automotive Dealer Coaching of CSI Surveys
Did any dealership personnel attempt to
influence the way you fill out a customer
satisfaction survey?
94
no
Overall Customer Service Index Score (Based on a
1,000-point scale)
Industry Average 862
Average satisfaction score among those who were
not coached by dealer Average satisfaction
score when dealer attempted to influence
ratings How was satisfaction influenced by
dealers attempt to coach ratings? Raised
Satisfaction 20 Lowered satisfaction 20 No
impact on satisfaction 60
6
yes
Although the majority (60 percent) of those who
said the dealer attempted to influence their
survey responses stated it had no impact on their
satisfaction, their actual overall satisfaction
scores were substantially lower than those who
said they were not coached.
Source J.D. Power and Associates 2004 Customer
Service Index (CSI) StudySM
Charts and graphs extracted from this press
release must be accompanied by a statement
identifying J.D. Power and Associates as the
publisher and the J.D. Power and Associates 2004
Customer Service Index (CSI) StudySM as the
source. No advertising or other promotional use
can be made of the information in this release or
J.D. Power and Associates study results without
the express prior written consent of J.D. Power
and Associates.