You’ll see from an earlier post my feelings about my “customer satisfaction” survey from BMW…well, I finally took the survey for about 3 – 5 minutes by phone so I could rate David and the BMW team in Indianapolis a perfect 5.
However, the script read by the woman on the telephone said that we “want to create an ultimate experience for you with BMW.” Well, then understand the experience isn’t just at the dealership! It’s created by EVERYTHING…including the “satisfaction” survey…which creates a significant degree of dissatisfaction!
Interesting, isn’t it? They asked me to evaluate the dealership…but not THEIR follow up.
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