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Customer Satisfaction Surveys

500 messages,  Last post on Oct 27, 2008 at 12:50 PM

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#14 of 500 Perfect score for average service? by landru2 Aug 22, 2003 (9:57 am)
Unfortunately many people feel their conscience won't let them mark perfect for average service.
#15 of 500 Landru by edle777 Aug 22, 2003 (9:58 am)
I agree that customers should understand the difference between "very" and "completely". But the fact that they are graded so differently by the car maker is what doesn't make any sense. If it's an all-or-nothing thing, they should make it so. As I recall, the last car survey I filled out had mostly (Y/N) questions so it was clear to the survey taker that it was all-or-nothing.
#16 of 500 Landru by rivertown Aug 22, 2003 (10:15 am)
There will always be people who are impossible to please. To focus on them, and in so doing to fail to please those who can be pleased, is probably counter productive.
#17 of 500 river by landru2 Aug 22, 2003 (10:28 am)
You've missed the point too. The people that make or break our score are people that are already pleased. They just need to be somehow convinced to mark "Completely" rather than "Very."
#18 of 500 edle by audia8q Aug 22, 2003 (10:42 am)
yes, its the mfg who is unfair....but isnt it much more unfair to give the dealership a failure score when you had a 9 experience? Why bother giving the dealership 9's....just give them zero's, it's the same thing....   The bottom line is the dealership is financially penalized and the consumer who was happy with the process is now looked at as the "guy who failed us" because of his perception of how a survey should be handled by the mfg....   The mfg is unfair so let's clobber the dealership who was good enough to earn your business.
#19 of 500 hope I get a survey... by lucyjo Aug 22, 2003 (10:49 am)
...'cuz they can buy me cheap. I'd gladly trade a perfect score for a full tank of gas and a car wash.   Besides; I did the "shop around for a salesmen" thing they talk about in the new car buying articles on this website. The guys that treated me like I was an idiot, or the places where I had to stand around and get ignored, I just left and headed to a different dealership. Plenty of places sell Chevys in AL. So, by the time someone got my business, in my eyes they ARE the best of the lot.
#20 of 500 Do you think by rivertown Aug 22, 2003 (10:59 am)
the folks who can't get the idea that only 10's count go to particular dealers more than others? Unless that's the case, you're on even ground with your competitors; and CSI scores better or worse than average reflect something about the dealership earning them.
#21 of 500 Or it reflects that some by landru2 Aug 22, 2003 (11:10 am)
may bribe for higher scores.   :^)
#22 of 500 Funny... by isellhondas Aug 22, 2003 (12:02 pm)
Some people may be unhappy over the treatment they received but then they will sell themselves out for a lousy tank of gas.   Others are happy but they just can't bring themselves to give a perfect survey.   The the people who give the worst scores are...   1. The real grinders who grind us for the last     cent.   2. Engineers 3. Teachers 4. The elderly.
#23 of 500 Question by dbgindy Aug 23, 2003 (6:09 am)
Have any car surveys ever gone on a pass/fail system? I would think that might eliminate the folks who are very happy but can't give a 10 (perfect). Just curious.

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