NEW NADA CHAIRMAN SAYS CSI ISSUE NOT ‘GOING AWAY’ IN ’04

NADA ’04 chairman Smith will continue push for CSI survey changes.

February 2, 2004—Stating that “the CSI issue isn’t going away,” incoming NADA chairman Charley Smith told dealers at Monday’s general session that he will continue predecessor Alan Starling's efforts to get automakers to revise their CSI policies and surveys. Current practices force dealers to chase scores instead of focusing on customers, and give consumers a bad case of survey fatigue.

“We will continue to urge manufacturers to work with their dealers to improve CSI, ” Smith said.

The GM dealer from Hobbs,
N. Mex., also told dealers that “we need to do a better job of educating the consumer about auto financing” and “recognize the need for greater transparency in dealer-assisted financing.” Doing so will help build consumer trust. (NADA’s board of directors last week voted unanimously that dealers should disclose that they earn money for arranging financing.)

Smith also plans to focus this year on educational issues, such as growing the Automotive Youth Educational Systems (AYES), a nonprofit organization supported by NADA and automakers that encourages young people to enter automotive careers. He asked dealers to visit local high schools and community colleges to educate guidance counselors, school administrators, and parents about the career opportunities at dealerships.

And NADA is involved with “Hire the Heroes”—another battlefront to combat the labor shortage facing dealerships—said Smith. “Recent veterans are technologically savvy and highly motivated,” said Smith. “Their skills can easily adapt to auto repair careers.” Soon, recent vets will be hired at dealerships around the country.

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