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Customer Satisfaction Surveys

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

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#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.
#33 of 500 addition by subtraction .......... by prophet2 Aug 24, 2003 (5:57 am)
Better to pass on the deal with the buyer who could slaughter you on the survey.   A similar thing happened to me years ago when the life insurance company passed on a lead to me. The guy bought the policy, but then lapsed it by not paying the subsequent premiums. It ended up costing me over $5K in a profit-sharing incentive program, about 25x what I got paid. I would have better off either by NOT writing the business, or paying the balance of the first-year premium out of my pocket. That would have saved my persistency ratio and qualified me for the profit-sharing.
#36 of 500 How is a DNR scored? by rivertown Aug 24, 2003 (9:18 am)
Suppose the buyer does not return (DNR) the CSI survey. Does that affect the dealership's and/or salesguy's CSI rating, bonus, etc.?

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