2011 Nissan Juke SL AWD: Do You Fill In the Blanks?
December 29, 2011
Since I was the one who took in our Juke for its 15,000-mile service and a satellite radio repair in November, I also was the one who got the customer satisfaction survey from Nissan North America. It arrived Tuesday.
The dealership itself had already called me to make sure everything was OK, but (not surprisingly) Nissan corporate is not just taking a dealership's word for how customers feel they're being treated. To that point, Nissan mails you a paper survey, but asks that you complete it online. I did, giving the service department at Hooman Nissan high marks.
The paper survey also implores the consumer, "Please do not return the survey to your Dealership." I guess a misdirected survey full of "Unacceptable" ratings could find its way into a trash can at an underperforming dealership.
I used to edit an HR publication, so I'm interested in what organizations do to measure and improve their performance and raise the bar on "delighting" customers. For that reason, I get a mild kick out of reading and filling out these forms.
How about you? Do you respond to customer-service surveys about your car-buying or service experiences? Why or why not?
Carroll Lachnit, Features Editor