The award, which is the highest honor a dealership can receive from American Honda, is based on the dealership's annual Customer Service Index ratings and its ability to meet high standards set by the company in the sales, service and parts departments. The Customer Service Index is a rating compiled from customers' responses on surveys regarding the service they have received at the dealership. It's really, really tough to get. Jack Nicoll, service manager, says the sales and service departments at Vista Honda are pleased with the award, which has been their goal all year. Every month, the dealership is scored for its customer service based upon the surveys that customers return.
Customers rate the dealership in a number of fields.
Honda also sets certain internal standards for the business. According to Fletcher, the employees at Vista Honda have an attitude toward customer service that drives their success. Fletcher travels from dealership to dealership and says that Vista is exceptional in the district. In their store, they have a CSI culture. It's really contagious.