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Andreas HagenFlag for New Zealand

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Advice for Customer Feedback and Retention system required for car dealer

Hi Everyone,

I work for a car dealer, that is looking for a solution to retention.  We currently use a spreadsheet based system that categorizes a customer as an advocate, detractor or ambivalent and attribute the branches bonus according to the number of advocates and ambivalent less detractors or something like that.  While it is SMS based (with some cold calling) it does not appear to be working and we suspect there is a case of survey fatigued from the SMS texts and calls to ascertain their feedback.  Is there another option that is low cost or which we can create our selves that is based on a marketing concept that holds water.  Please post your thoughts.
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Jian An Lim
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this question is very business strategic rather than IT strategic.

when doing business, it is all about relationship. flooding survey without "carrot" is really hard. you also look offering some membership (discount and or etc) and create differentiator.

Think from business then ask business how to apply that.
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Mike Lazarus
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Thanks great answer.