Why does BMW SA not participate in this kind of surveys?

[BMW M]

hahaha point taken...

I agree and have commented on this "phone calls" in another thread, never ever have somebody phoned me back after I complained.

I just find it strange that yet again BMW SA does not participate to make the customer service complaints/praise public

Afer each service , BMW do call me to rate their service and if it was bad , they do follow up with the dealer.

They do, they use CSI (Customer Service Index) I wasnt all that happy with the service I got from Lynn Schroeder BMW in George when I had the Dynamic serviced - no feedback as to status etc, courtesy was arranged seeing as we we're on holiday and the car not being ready when i got there etc -

So two days after the CSI call I got a call from the dealer principal appologising etc etc... So they do communicate the findings to the dealers.

When I bought the Dynamic, I was shown some CSI stats by the salesman @ Pinnacle Auto, proving that their team was ontop of the ratings followed closely by Leo Hasse. There are also incentives for these guys if the perform well with CSI interviews - overseas trips etc etc...

Well done to BMW IMO for keeping their dealerships motivated to perform! :thumbsup:

Sure there is some bad apples, but as a customer you get to know the good ones and tend to stick with them.

 

[SMG Cape Town Host]

Most dealers, including BMW SA use external companies to do there after sales follow up, this often results in the brocken telephone saga and information been incorrectly carried over or lost in translation and the customer being left at the short end of the stick.:bawling: We have opted for an in house follow system, with the in house follow up, we can not only engage with our customers, but also remedy concerns immediately in stead of the paper trail that always gets lost from external companies, and the result is positive and corrective complaints control.:clap:

Hey there SMG Cape Town Host,
I disagree with your point that information that is carried over is lost in translation.
I belong to one of the companies that BMW SA uses to gather information for them as well as manage their SCSi program.

Will get into this in more detail this evening

LOL so its your fault JENICH

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SMG Cape Town Host i wish more BMW dealers had the balls to come on the forum if dealers really want to know what their customers are thinking probably the best place to find out is a forum...

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I so agree with you, and thank you for the compliment, we have joined many forums, so that we can see what our customers want, and most importantly learn from other peoples experiences. :shocked:

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Okay I am back....now where was I.

Oh yes, now I remember.
SMG Cape Town Host, you mentioned that you received a comment like,
"Customer requests that the sales executive negotiate a discount on the motorplan!"
This sounds like someone from the BMW Call Centre in Midrand, and agree with you that comments like this is just crazy and definitely not our style. We translate comments Verbatim to what the client says so there is no room for misinterpretation.
Before I left the office I checked the scoring for SMG Cape Town and they are definitely doing something right, by this I mean scoring in the lower 90%(between 90 and 95%)
The misinterpretation that SMG Cape Town Host speak of happens wherby the customer tells us something, they see it as complaining without repercussions. The problems comes in when the dealers see the customers responses in their report and it does not tie up with what happened when he or she was at the dealership.
So the dealer calls up the customer to find out why he or she rated them so poorly. Under research ethics this is not permitted but the dealers still do it.
This is where the confusion comes in.

Also when dealerships do their own in-house research, this is not always the true reflection of what the customer feels. The reason being that this customer at a later stage has to go back to the dealership to do something else and to prevent any anamosity, would rate the dealership with perfect scores.

@SMG Cape Town Host, did you ever come across any customer that rated you guys poorly and how did this situation pan out. Not pointing fingers here, would just like to know.

On another point.
When we get a customer with problems, be it from a rattle in dashboard to an engine that needs replacing, the problem first get sent to the respective dealer to sort out. If the customer says the vehicle has been in a number of times or does not want togo back to that dealer, then the problem is sent directly to BMW SA.
When it is sent to BMW SA, the Call centre takes over from here. If it is sent to the dealer, then we follow up again with the customer after 5 working days to find out if the problem is resolved. If it is resolved then the case is closed, but if it is still evident then we escalate it to BMW SA. After this, according to the rules set out by BMW SA for us, there is nothing that we can do.

So thats it. Hope this helps guys

Thanks for your feedback, we are constantly monitoring our customers, there feedback and there advice, as one of our questions asked to our customers is, "Do you have any suggestions to assist us in improving our service to you" now this is an open ended question, and the only question that we prompt, and it brings really valuable feedback.

The motorplan query I mentioned, came from a private call center via BMW, and I know this, as it had the originators name on the sheet.

We will strive to provide the best service we can, and are constantly aware that others are now following suite down here, so all in all it has been a wonderful catalyst in the Cape, and the benefits are now to our customer, they way it should have been all along:clap:. Regards