Customer Satisfaction Survey

[2bubbas]

:eyerole Does anyone but myself feel that too much pressure is put on by the dealer/salesman/credit manager to rate them VERY SATISFIED?
For me this pressure began almost from my first contact with Les Stanford/Rick Daniel. I heard about his 4.0 Customer Satifaction rating from day one. He himself had mentioned the SURVEY well over a dozen times and this was before I purchased. Even the credit manager at closing, brought the SURVEY up. I have received letters since with VERY SATISFIED high lighted in bright yellow.
ad While it was laughable to begin with, it has now became very irritating. After the receipt of one such letter I e-mailed and told him if I heard the word Survey one more time from him, I'd rate him as poor as I could in all categories. Yesterday, I received just such a letter. If someone could explain why this is so darn important to them that they become pests. It has to be $$$$$$! I can see no other reason for this behavior. I don't feel my sales experience was all that great and this is the straw that totally ruins it.
:confused Can I just burn the Survey when I receive it or if I do will GM then become the pest following up, where is our SURVEY?

 

[Greenie]

Burn it Bubba! It is one of the most annoying parts of buying a car! Tell them to knock it off or come pick up their car. See what they do!!!!!!!

 

[Billybeau1]

I had absolutly no mention of any survey from my dealer. I did receive one in the mail and I chucked it. They got my money, thats enough.....

 

[abowtieguy]

Bubba, you better fill out the survey soon before GM sends a couple of goons to your house and to ruff ya up!

When I bought my car in Sept. '04 the salesman made a big deal about the survey and TOLD me to fill it out completly satisfied. I thought he had some nerve telling be how to fill this thing out!ad I have quite a few "issues with the dealer and havn't sent the survey in yet. I'm still making comments on it.
Another thing that pi**'s me off is the sevice department mailed another survey for a service that hasn't happened yet. The car is put away for winter and only has 561 miles on it and now they want it in for a bi-annual check up for $59.99 Whats up with this BS!ad

Just fill out the survey the way you really feel and let them know good or bad.


Doug

 

[Edmond]

Talk about trying to pad their numbers. If they had their way, every dealership in the country would be rated excellent!:L

 

[c4c5specialist]

HI there,
Fact is that the customer satisfaction survey is 'THE' report card for your dealership, be it for sales of the car, or service.

The only way the survey is a good report, is if a 'Completely Satisfied' is checked off.
Any other mark, is considered a failure by GM standards.

In the service arena, a service technician is usually graded by question #12, which is 'Was your vehicle fixed right the first time?'

The entire service department is usually graded by question #16 'How satisfied are you with your service department?'

This is the GM report card, and not everyone gets one. This is the only way that dealerships are graded by GM, and can make or break a dealership.

My statement to my customers: 'You may get a survey, answer honestly and tell them how we are doing. Then, call me if there are any problems with how I do my job. But, PLEASE, respond to it.'

This way, I know if I am doing my job correctly and taking care of my customers.

Allthebest, c4c5

 

[Edmond]

C4C5,

What happens if a dealership is rated poorly? I thought all dealerships were run independently from GM?

 

[hardnoks]

survey

Well.the dreaded p.i.a survey!i am in auto sales and have to constantly sweat a returning survey on the purchase transaction.Personally,i think they are quite unfair to the consumer and me!In the questionaire survey,if the customer rates the transaction as very good,i only get a 50% score,while excellent is 100%!In my particular case,the powers that be at the dealership cut my commission in half on every car sold in the month i don't maintain a 93 or better average!!!in order to do that,pretty much every survey must come back as excellent or real close to it!!!there have been months when it's cost me a couple of thousand in commissions because of it.it is unfair because we have to stress it's importance while not badgering the customer,and in the end,there are those who,no matter what,do not give excellent's on anything!so because of this,the survey comes back shaky!!!the dealership get's money for amount of units sold in that month and on scores.and with all excellent's they can claim #1 in the area/region,etc...everything is about cust.satisfaction out there.i once heard a lady in macy's(cashier)telling a customer that the excellent marks on her survey were needed for her to maintain her average,and he(the cust.)would get a 5 dollar gift cretificate for his marks!it's not only the car buissness that does this.Now,do i badger my customer's?no,i don't.i go over the survey,stress it's implication's on my and my bank account,and tell them quite frankly if they can't do excellent's for whatever reason,just throw it away!no survey is better that a bad one!hope this helps!happy easter!

 

[2bubbas]

Figured it all came down to $$$$. My only problem is I feel I have been bullied! Mostly by the salesman and to some degree the dealership.

I'll just throw it away rather than give in to the pressure and lie about my experience.

Then Rick can retain his 4.0.

 

[bluecoupe]

Figured it all came down to $$$$. My only problem is I feel I have been bullied! Mostly by the salesman and to some degree the dealership.

I'll just throw it away rather than give in to the pressure and lie about my experience.

Then Rick can retain his 4.0.

A Harley dealer gave me a $100 gift certificate because I allowed him to "help" me fill out the survey. Tell the dealer you want your first service for free if you fill out the survey. Then everyone wins.

 

[toedoc]

Just returned from picking up my C6 ouit of state. Everyone that I dealt with at the dealorship mentioned the SURVEY, smoothly trying to get that excelent rating. They did a very good job but to pushy with the survey.

 

[Z51 Coupe]

Survey for Maxie Price Chevrolet

I wish I would get a survey to fill out for the C6 I bought in December. It would rate the service at Maxie Price Chrevrolet and Monica Dean, salesperson, as bad as the survey would allow and then some. I think my survey was waylayed by the dealer because I told them I would rate them very very poor.

I too received multiple requests to rate them exellent by phone, email, and mail and replied to each one that my rating would be poor. They wanyed to know what they could do to fix it and I said "burn down the dealership".

 

[62RedFuelie]

Survey

When I bought a car last year the salesman mentioned the survey. He said, "If you can't give us a top score, we want to know why so we can fix it. We want you completely satisfied."

There was no mention of a survey when I bought my C6 last month. Different dealer.