This one has been hanging around for the past month, and I’ve been meaning to share it. Another 100% 90-day customer satisfaction score blend. Blended, because it’s an aggregate of seven questions on the purchase-and-delivery survey:
How satisfied were you that you were treated in a professional and courteous manner?
How satisfied were you with the sales consultant’s willingness to take the time necessary to thoroughly understand your vehicle needs?
How satisfied were you with the sales consultant’s knowledge of GM vehicles?
Were you offered an orientation tour of the dealership, including the service department?
How satisfied were you with the explanation of your vehicle’s features and operations?
Based on your overall purchase/lease and delivery experience, how satisfied are you with the dealership?
Based on your overall purchase/lease and delivery experience, would you recommend this dealership?
Not sure why the use of underscore for the conjunction; it tends to draw one’s attention and places unnecessary emphasis — the last two questions serve to summarize the requested information and are traditionally considered the most important in the inexact science of indexing a customer’s satisfaction.
Anyway, the photo above is my score for May, 2014, showing customers purchasing in January, February and March, surveyed through April and reported for a 90-day rolling average, and a corresponding 12 months of purchasers surveyed for the 12-month rolling average.
I finally got a less than perfect score from an April, 2014, purchaser, which brought my June, 2014, 90-day rolling average down to a 95% top-box score. Still respectable. My record stands at five months of purchasers in a row who responded to the survey scoring me perfectly. No one’s perfect.