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Today’s Tip – The Fault in “No Fault Found”
The difference is vast. Service customers who have had their vehicle concerns fixed on the first visit have glowing CSI scores for the dealership. Those who haven’t had their car’s problem fixed on the first go-round have CSI scores that slip dramatically according to J.D. Power’s U.S. Customer Service Index (CSI) Study.
A leading cause of poor Fixed First Visit, or FFV, has to do with the diagnostic process. Here’s a common scenario ...