Dealerships Tie Tech & Service Bonuses to Customer Satisfaction

Automotive News - May 1, 2011

An inno­v­a­tive bonus plan is being test­ed by Fin­ish Line Ford and Green Chevro­let, Peo­ria, IL, com­bin­ing tech­ni­cians’ bonus and ser­vice advis­ers’ incen­tive to cus­tomer sat­is­fac­tion sur­veys. Work­ing with Dealer.com, over 1,000 sur­veys were sent out to ser­vice cus­tomers. Based on a five-star rat­ing, the bonus struc­ture could account for as much as 30% of pay.