At Honda-tech.com, the “Honda and Acura technical resource”, a newly-hired Kia dealership employee is letting everyone know that although Honda would not allow any dealership to coach the customers about the surveys by saying things like “give us 10’s”, Kia doesn’t care and people seem to think that the surveys aren’t very important.
So yes, it’s likely that Kia simply operates under the assumption that surveys aren’t a reliable source for measuring customer satisfaction but then the obvious question becomes why bother to create and provide them in the first place.
In any case, when it comes to finding out how a company really regards its customers, it’s hard to beat those unintentonial public relations teams-of-one: the loose-lipped employee with a connection to the internet.
February 23, 2007 at 9:50 pm
Good intentions pave the road to hell… Clearly there is some sort of reward structure set up to compensate higher satisfaction SCORES…. not higher satisfaction. The problem is not really with the loose-lipped employee (although funny, wonder how long he is going to keep that “higher pay, lower hours” job), but rather with the relationship between the dealer and Kia. Ultimately, Kia is going to get what they reward.
February 23, 2007 at 10:51 pm
That’s true Andrew. When we see an employee behaving…strangely…like that, it’s easy to poke fun but really just an example a canary coughing in the coalmine.
Here’s the thing, and I think it’s quite unflattering for the organizations guilty of it: if a company only incentivizes its workers to achieve one aspect of what they’re really after, it’s implicitly conveying the opinion that its employees aren’t intelligent enough to grasp the larger goal.
May 30, 2007 at 1:15 am
Kia Surprise: The Picanto Style
“Life is colorful with Picanto”. This was the statement asserted by Kia Motors Corporation as they launched the all-new 2007 Kia Picanto. What colors would it bring to new car buyers? The Picanto, one of the promising quality cars of Kia, has brought…