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Addressing Survey Manipulation

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As a leading provider of automotive customer satisfaction research, MaritzCX offers this paper as a perspective and thought-starter on defining and addressing survey manipulation. Concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time, but lately, they seem to be intensifying. Clients are asking how to guard against survey manipulation, there have been articles and letters to the editor on the topic in Automotive News, and new methodologies employed in customer satisfaction research have led to new opportunities for survey manipulation.

 

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