GM Dealers Caught Cheating on CSI

Published: December 31, 1969, 7:00 pm

As Gil Grissom might say, the evidence is incomplete. But Automotive News [AN, sub] is confirming what TTAC and TrueDelta have been saying since the dawn of time: car dealers are rigging customer satisfaction scores. In this case, it's not the usual "please give us all 10 out of tens or we'll have to shoot our sales manager and orphan his children" type fraud. AN reports that an unnamed number of GM dealers have been sending the mothership fake CSI mail-in forms and filing bogus on-line survey responses to scarf hundreds of thousands of dollars in corporate bonuses. GM sent an "unsigned bulletin" to dealers on August 14 announcing "appropriate adjustments" to third-quarter survey scores "to reflect interference." Needless to say, GM claims the fraud isn't widespread. Just obvious. Let the wrist-slapping begin!

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