Chris Collins explains how Nissan's CSI survey asks if customers were greeted with a tablet, but the real problem is customers aren't being greeted at all. The survey measures the tool, not the actual service failure.
Nissan's a great example of that. Yes. Yeah. So the Nissan survey, there's a thing on there, too. There's CSI survey. Yeah, there's CSI survey. Were you greeted with a tablet or something like that? And it's funny because they really don't care that you use a tablet, but they've gotten a ton of feedback on their surveys that people are waiting in the drive and not getting greeted. Like, the problem they're trying to solve with asking customers if they got greeted with a tablet is they want the service advisor to come, right?
