The problem seems to be in the culture at the dealer. We’re constantly under pressure for the next deal with little regard given to follow-up care (beyond 1 call 1 -2 days after handover). Sales staff are encouraged to ask customers to allow them to fill in CSI surveys for them and this is the distributors’ fault (dealers only get CSI money if scores are at 100%, which is impossible. If manufacturers/importers really cared about CSI then they would conuct surveys themselves & graduate the bonus according to scores).

Any decent salesman will stay in touch with his customers,with quarterly or 6-monthly follow-ups. DMS systems should also flag to the relevant salesman when their customers are booked in.