Re: The CSI survey

[deecee@exit109.com]

At 10:09 AM 1/22/98 -0600, you wrote:
>I always hear about the CSI, Customer Service Index ( I think that's
>it).  My deal always sticks this "suckup sticker" on the bottom of my
>service receipt asking me to give them a good rating when I'm called and
>asked about my experience with them.  But, I've never been called in the
>two years I've owned my car.  Lucky for them!!  I'd bury those pricks!
>Anyway, is it more common to not be called than it is to be called?  And
>is there any way of finding out what the local deal's CSI numbers are??
>
>Thanks,
>
>Joe
>Austin, TX.
> 
Joe, The CSI report is very interesting. First the dealership provides the
info to VW and they do the followup. After the phone call the dealer
receives a fax that is either a "Halo" or a "Service Alert" If the response
is a Service Alert the Service Manager has to call the customer to find out
what was wrong. Than he has to info VW.  Depending on your repair is
whether you get a call. I know in my dealership if the car is a repeat for
the same repair the work order has 2 orange dots. This lets the service
secretary know Not to give the phone number for a followup. 

This means if you are a chronic complainer VW will never call you because
You don't exist. My Service Manager won a Trek bike because of his Halo to
Alert ratio. He had 81 Halos to 12 Alerts.

Don