We’ve all experienced it… “Thanks for servicing you car with us, you may receive a survey in the mail. It’s very important you fill it out with top box marks or we will fail our satisfaction study. If there is anything I can do now to make you happier to receive better marks please let me know”

This coaching of satisfaction scoring is prevalent throughout North America today, in fact it could almost be summed up as an epidemic. The reality is automotive dealers are smart…monetary payouts are typically distributed to such dealers that meet or exceed predetermined levels of score percentages set by the manufacturer. It’s quite funny because the network coaches the score which does nothing for the end consumer, the manufacturer pays out huge sums of money on these “bogus” scores thinking that the temperature levels of satisfaction nationally are well and then syndicated results get published in the media with a totally different flavor as to the reality of the satisfaction quotient of these customers, and round and round we go.

Manufacturers pay millions of dollars per year to send, receive and aggregate responses from their end users with no tangible results which provide the true insight into the experiences of their dealership customers. Manufacturers cannot be faulted for this approach, as it has simply been the way of life of garnering that precious customer feedback - well at least until now! In the past 18 months we launched an innovative suite of applications and created an approach which our recent success proved to flip the out-dated, traditional approach upside-down to support todays consumer mantra of “I want it my way, on my time, but…. right away” What’s best of all is “Score fraud” is totally eliminated giving manufacturers and their dealers the true customer verbatim in most cases less than 24 hours after the event occurred. The true secret sauce we have developed though totally eliminates a percentage based score. Talk about a paradigm shift right? KPI’s or Key performance indicators for each customer experience are pushed out of our system instantly which allow manufacturers to gain true line of sight in conjunction with the dealers involvement of defection resolution which across the board in all our National implementations has yielded increases in customer retention and defection reduction.