Re: Dealer Service Questions

[alex.fadeev@xxxxxxxxxxx]

Tony,
To which survey are you referring: the BMW NA one out of ten visits call to
your home or the paper form at the dealer's service counter that now comes
with "excellent" marks already pre-filled out?

alex



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|         |           A-Drewitz@cornell|
|         |           college.edu      |
|         |           Sent by:         |
|         |           owner-bmw@digest.|
|         |           net              |
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|         |                            |
|         |           02/08/02 08:30 AM|
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  |        To:      bmw-digest@domain.elided                                                                         |
  |        cc:                                                                                                    |
  |        Subject: Dealer Service Questions                                                                      |
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Greetings all,

    I am no longer employed at a BMW dealership, but I was for some time up
until last year.  I worked in the service department, and I thought I could
give an insider's perspective on this issue.  I too have been a service
customer and I know how difficult it can be to get good service.  The main
point I want to get across is that BMW takes the results of those surveys
very seriously.  Scores are compiled to produce a customer satisfaction
index, and there are substantial financial penalties to the dealership if
they fail to keep this index high.  This system can only work if you DO
discuss service problems with the people taking the survey.  It truly is a
pain in the rear for the service manager to deal with a pile of bad
surveys,
and the only way out is for the service department to do better.  Refusing
to take the survey is similar to refusing to vote in an election, you
cannot
really complain about the results if you don't voice your oppinion.  The
only way that service is going to improve is if we, the customers, demand
better service through the feedback channels set up by BMW.

Tony D

89 750iL
89 325ic
84 325e




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