TOP 10 ways to increase CSI/CX survey scores and Customer Satisfaction
1) Greet the customer within 30 seconds or at least acknowledge them immediately!
2) Mention the survey early and let the customer know it is YOUR report card and not a reflection on the brand or their happiness with their vehicle.
3) Build rapport and get to know the customer. It’s harder to destroy a friend with a bad survey.
4) Use your disposition list to find customers with surveys sitting in their inbox; call and ask how their vehicle is or how that meeting they were talking about went, then ask for the survey!
5) Increase your survey count to help bury those bad surveys by growing your email capture rate. Get the email addresses and update them!
6) Increase the value of servicing with you! Vacuum front floor boards, clean windows, and wash their car. Top off fluids and get air pressure EXACT. Tell the customer ahead of time and then deliver!
7) Install seat protection, floor mats, and steering wheel covers in front of the customer and then remove them during the active delivery… If they know you did it, they will appreciate it!
8) Ask the customer for their preferred method of contact and when they expect an update and then deliver!
9) Make sure customers know what is going on, follow the quarter-time rule or 10-2-4 rule unless a customer states otherwise.
10) When you have to get back to someone, tell them the exact time you will. Instead of an hour or two, say you will return their call by 2pm. An hour to you when you’re busy will breeze by, but to a customer in your waiting room, it’s an eternity.