I know dealership satisfaction surveys and CSIs are critically important for employees' pay, whether they stay employed, etc. I've filled out several of them honestly, including a lot of 8/10 or 9/10 when I thought things were done not perfectly but very well. But since then, I've read a lot of articles that say anything less than a perfect score might as well be a zero.
So, my question is, WHY is anything less than a perfect score unacceptable?
Is it because most customers reliably put 10/10 unless the experience was a total disaster, leaving numbers 1 through 9 to mean varying degrees of "bad"? Are the folks who think 8/10 or 9/10 means "really really good" just a small minority?
Is there just so much competition among dealerships and salespeople that they have to set standards that high?
Some other reason?
So, my question is, WHY is anything less than a perfect score unacceptable?
Is it because most customers reliably put 10/10 unless the experience was a total disaster, leaving numbers 1 through 9 to mean varying degrees of "bad"? Are the folks who think 8/10 or 9/10 means "really really good" just a small minority?
Is there just so much competition among dealerships and salespeople that they have to set standards that high?
Some other reason?