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Customer Satisfaction Surveys

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

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#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.
#24 of 500 That's about how it works... by isellhondas Aug 23, 2003 (6:22 am)
With Honda, surveys are no longer mailed out. They now CALL the customers. They ask about ten questions and ask to rate their salesperson on a scale between 1-5.   Anything less than a 5 is a failure.   I explain that to my customers. I tell them that a 5 doesn't mean "perfect". It just means they were 80% or more satisfied.   Still, I've had people give me all 4's and comment that they were very happy but they don't like the way the scoring works.   I don't like the system at all but since we are graded along with everyone else I guess it averages out.
#25 of 500 I like this idea... by zueslewis Aug 23, 2003 (9:12 am)
"if I felt differently that I should come in and we can "resolve matters" beforehand"   Isn't that what customer satisfaction IS? Taking care of the consumer to where they feel happy about the transaction?   As a Chrysler/Dodge/Jeep salesguy is '92-93, I got slammed on a survey by a new Jeep buyer who felt that adding $1,000 worth of stereo to his deal shouldn't have raised his payments.   As a result, I lost my Chrysler Gold Level sales certification and lost out on $3500 in incentives over the 4 months it took to get it back.   I'm a firm believer that if you have a problem with any aspect of a car deal, don't complete the deal. Only an idiot would go through with a deal they don't like, then gripe about it later.   The worst thing you can do is reward bad behavior/business practices with YOUR business.   In my case, I did nothing wrong - at all - my family and I took a huge hit, though, until I could seel enough Chrysler prodcuts with good scores to get my level of certification back.
#26 of 500 Oh, yes.... by isellhondas Aug 23, 2003 (1:07 pm)
One bad survey can do this. It can also cause an entire store to miss President's Award.   I have had mean spirited people give me bad surveys I did not deserve.   I have also had customers (very few)where I was never able to win them over...no rapport at all.   These people are the cold fish. They never smile or show emotion. They are neither happy nor unhappy.   These are the surveys I fear the most.   I would MUCH rather not sell a car than risk a lousy survey!
#27 of 500 Back in 2001 by dinu01 Aug 23, 2003 (1:14 pm)
When we bought the Protege, the salesman kept insisting on a good score. I rated him and the dealership b/w 7-9 for the different criterias. Never gave anything less than a 7 or higher than a 9 as I was satisfied with the whole process - unless someone sells me a car for invoice right away without haggling, I don't see how I can give a 10.   Now I read this thread and feel bad about it - I didn't know anything less than a 10 mean a 0... VERY idiotic scoring criteria IMO.   I am studying to be a teacher - maybe that has something to do with the score as a previous poster was saying...   Dinu
#28 of 500 To be fair by dinu01 Aug 23, 2003 (1:14 pm)
He never told me anything less than a 10 means a 0 either...   Dinu
#29 of 500 by geneseedepot Aug 23, 2003 (2:48 pm)
My Honda buying experience was a disappointment. The car is fine(02 civic si), the paperwork got screwed up and I didn't realize the problem until after I had already completed the phone survey. Guarantees that the only way I'll ever buy a car from this salesman again is out of spite and I'll make it a point to give across the board failing grades on every question (even if he redeems himself next time around).
#30 of 500 isell - surveys by user777 Aug 23, 2003 (4:00 pm)
isellhondas, i recently received both a phone survey and a rather lengthy survey by mail from Honda. am i the exception to the new rule? i wonder...   of course, i was able to rate the experience first of the place where i purchased my ODY (by phone) and then again via mail, but MUCH more interesting i think by mail, i was also given the opportunity to rate two of the dealerships where i didn't purchase my car.   btw, not all engineers are stingy with their ratings. i was able to rate the dealership and the experience where i purchased the car with 5s, and they deserved it.   may all your customers be non-grinders, non-engineers, non-teachers and young.
#31 of 500 Anyone disagree that the process by landru2 Aug 23, 2003 (4:12 pm)
has become a little twisted when someone threatens to buy again because of the poor service they received?
#32 of 500 landru by dbgindy Aug 23, 2003 (4:40 pm)
Yeah that threw me too. On any new vehicle purchase on the very times I have had problems I contact the dealership to fix it before I do the survey. I've never had any problems on completed purchases that weren't fixed on the first contact. I just thought that was the norm.

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