Part of the problem with measuring your customer services process and customer satisfaction is that the areas that lead to dissatisfied customers are often subtle and difficult for staff to pinpoint.
For example, perhaps a customer was disappointed by what they received in part exchange, or perhaps a particular turn of phrase used by the salesperson was taken the wrong way. One particular mistake that’s often made by the staff at dealerships is failing to follow up on a lead, due to having assumed the process was concluded, when the customer may have been waiting for a call.
