Chris CollinsHelping Struggling Dealerships Build Profitable, High-Performing Service Departments | Automotive Coaching Expert | CEO

The End of Survey Fatigue

14 Feb 2026 · 1 min

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In this excerpt from the YouTube video "The End of Survey Fatigue," the speaker explains how manufacturers are turning to Net Promoter Score (NPS) to improve the quality of customer data while avoiding the pitfalls of over‑surveying that lead to survey fatigue. He cites personal experience of receiving frequent surveys from an automotive OEM (Ford) after purchasing a new truck, illustrating the annoyance of excessive questionnaires. The speaker argues that NPS, which asks respondents how likely they are to recommend the overall experience, serves as a concise, upper‑tier metric that captures true customer experience without burdening customers with numerous detailed surveys.

Chapters

But I'd say, like, what I appreciate more manufacturers going to the NPS is that it's all about data quality coming in. Right. And getting that. But also, they're trying to look at the customers in mind where they do not over survey or get that survey fatigue. So with going to some of these folks going into this nps, I mean, there's nothing more than I like just filling out surveys or getting hit even from Ford on my new truck with surveys. Right. Like, I got it. I got it. But, like, that's where I think in mind when folks go to the nps or certain whether it's an OEM or anybody for that matter, it's really trying to get that to that upper tier. Like, how well would you recommend the overall experience? Which that's, in my opinion, is the true customer experience.