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The National Automobile Dealers’ Association (NADA) is fed up with
manufacturers’ Customer Satisfaction Index (CSI) surveys. Last October, NADA Chairman Alan Starling called the
time-consuming surveys “broken” and claimed they “undermine dealership operations”. Now NADA’s getting even.
Autoexecmag reports that the organization is launching NADA-24, a survey that contacts customers within 24 hours of
purchase and asks them three questions: Were you satisfied with your dealership experience? Would you do business here
again? Would you recommend the dealership to friends and family? Well, would you? Oops, that’s four.