- Apr 28, 2009
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- Jerry
If this is the case, then why should the manufacturer adjust the CSI?
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Why arent manufacturers adjusting CSI expetations.
- Thread starter JohnScott
- Start date
If this is the case, then why should the manufacturer adjust the CSI?
I answered that in my reply to your first post.
"This really isnt a personal issue for me, but I do see it affecting different departments."
- Apr 28, 2009
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- Jerry
I would be curious to get your DP or GM's take on this thread. Please invite them to read this whole thread and post their thoughts.
- May 1, 2006
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- Alex
If this is the real issue, then management might have cut too deep. If you have the same amount of service rolling through your doors, then there was no need to cut.
Don't get upset with the manufacturers - get upset with your management team.
Ford has become much more focused on CSI in our Zone. Our Zone and District Managers are obviously getting the heat turned up on them and they are spending more time with stores as a result.
This is a good thing! It can not hurt ensuring customers are satisfied with the transaction. For some customers buying a car / truck is one of the largest purchases they will make for a very long time.
This is a good thing! It can not hurt ensuring customers are satisfied with the transaction. For some customers buying a car / truck is one of the largest purchases they will make for a very long time.
- Apr 28, 2009
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- Jerry
No it wasn't. I would like to hear their take on the matter. What do you think they would say?
Not sure how the entire conversation would go but I think I know how it would start...
"Pants on the ground, Pants on the ground...................."
You're more right than you know Alex.
Team?
I would love to get down to brass tacks, but a public forum is probably not the best place for that discussion.
✨ AI Highlights
- The thread debates whether manufacturers should lower CSI (Customer Satisfaction Index) expectations for dealerships operating with reduced staffing due to economic pressures.
- While John Scott argues that fewer employees inevitably impact service delivery metrics that require manpower (like detailing turnaround times), Jerry Thibeau and others counter that dealerships should optimize processes rather than lower standards, ultimately pointing out that John himself maintains a 10 CSI rating, undermining his premise that staffing cuts necessitate lower expectations.
The thread debates whether manufacturers should lower CSI (Customer Satisfaction Index) expectations for dealerships operating with reduced staffing due to economic pressures. While John Scott argues that fewer employees inevitably impact service delivery metrics that require manpower (like detailing turnaround times), Jerry Thibeau and others counter that dealerships should optimize processes rather than lower standards, ultimately pointing out that John himself maintains a 10 CSI rating, undermining his premise that staffing cuts necessitate lower expectations.
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