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Customer Satisfaction Surveys

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#431 of 500 Re: Survey Issue [madmanmoo] by british_rover Feb 28, 2007 (5:50 pm)
Replying to: madmanmoo (Feb 28, 2007 4:53 pm) I generally do very well on surveys. I think my lifetime average CSI is around 98.xx but the problem is our CSI bonus plan is based off monthly CSI score. Our volume is so low that I might only get one or two survey returns a month. If one of those is surveys is under 95 or so then I lose all of my money.
#432 of 500 Re: Survey Issue [british_rover] by jipster Feb 28, 2007 (5:52 pm)
Replying to: british_rover (Feb 28, 2007 12:57 pm) Well... you can't get any clearer than that.   That was pretty cold hearted for that customer to do you that way.
#433 of 500 Re: Survey Issue [gmanzx3] by gmanzx3 Feb 28, 2007 (9:33 pm)
Replying to: gmanzx3 (Feb 28, 2007 12:32 am) Thanks for the replies.   Actually..she wasn't that spectacular a salesperson. Not much of a personality. I dealt mainly with the sales manager, who did a "good"...not "excellent" job. I knew the CSI was important and gave replies to all sales aspects as excellent. I honestly did not think the financing/delivery questions were directed towards her. I really hate to take money away from her. It actually hurts me to have that happen. But, I agree, the system is flawed. And after the "scolding", I think I'll let it stand. Replies to this message: joel0622 (Mar 01, 2007 1:42 pm)
#434 of 500 Re: Survey Issue [gmanzx3] by joel0622 Mar 01, 2007 (1:42 pm)
Replying to: gmanzx3 (Feb 28, 2007 9:33 pm) Our surveys are so completley stupid that our pay plan has nothing to do with it. We still ask for good scores because it does have some bearing on some other things that are above my social circle but, If Joe Customer comes in, buys a car and has his panty's in a wad because we wouldn't throw in a $100 set of floor mats and a $125 PAS key for free and thinks it would be funny to trash the survey, we don't hold the Sales Person responsible. Now if you have a track record of low marks then we just fire ya, so I guess that yes technically the surveys can effect your pay plan
#435 of 500 Sales survey by guru_g Mar 11, 2007 (6:55 am)
Perhaps I dont understand the survey/sales pay/commission structure completely and I am sure I will be ire for suggesting what I am about to, to most of the sales people reading these forums- Please let me know if I am wrong in assuming the following things. The sales people are paid a commission for selling cars and a bonus for customer satisfaction. The sales people get the commission for the sale but do not get the bonus if customers are not satisfied. If the above two statements are true I see no problems with the car manufacturer giving bonuses only to people who get almost all 5s. If the performace were curved only 5-10% of the salespeople should get an A (thus deserving a bonus on top of their commission) and most of the people would get just the commission for the sale for an average or slightly above average buying experience. That said, I had a great buying experience yesterday and the salesperson will get all 5s from me despite him not telling me anything about the survey (which was another plus).
#436 of 500 Surveys by micki2 Mar 11, 2007 (10:04 am)
You know...I recently gave a "less than five" on a Honda survey.   My salesperson called me at home, emailed me, met me in the service department (I had pinstriping applied) to remind me to give him a five. I was afraid that I would come home and he would be standing in my driveway wearing a sandwichboard with a big number 5 on it. I eventually told him that he needed to quit flapping his gums and give "five quality service".   The salesperson was busy "selling" a car that didn't need to be "sold". That time should have been spent listening to my needs. He also needed to become more knowledgeable about the car and the features.   I told the surveyer that I felt pressured to give a five. Apparently it is against the rules of Honda Motor Company to solicit fives for the surveys.   As far as I am concerned, nobody is entitled to anything. I get a performance based bonus at my job. If I do the work and make my clients happy, I get the bonus. I know the rules. I know what it takes. Therefored, I do what I gotta do to get the job. If I don't get it, then whose fault is that? MINE! Replies to this message: madmanmoo (Mar 12, 2007 5:31 am) guru_g (Mar 12, 2007 6:15 am) joel0622 (Mar 12, 2007 6:26 am)
#437 of 500 Re: Surveys [micki2] by madmanmoo Mar 12, 2007 (5:31 am)
Replying to: micki2 (Mar 11, 2007 10:04 am) And yet, all this salesperson was trying to do was protect against an uneducated customer. He was letting you know that anything less than '5's were a failing grade. Perhaps he could have held back a little bit on all the educating, but his performance is based on the many customer's OPINION of how he performed.   It's a little different than just looking at mathematics on your performance based job. You don't have someone's emotions dictating your pay. YOU are responsible for posting the numbers that give you your bonus.   The system is flawed. If they did a good job and you like the car, give them 5's. Don't try and reinvent the wheel.   -Moo Replies to this message: guru_g (Mar 12, 2007 6:15 am) joel0622 (Mar 12, 2007 6:26 am)
#438 of 500 Re: Surveys [madmanmoo] by guru_g Mar 12, 2007 (6:15 am)
Replying to: madmanmoo (Mar 12, 2007 5:31 am) Every survey has flaws (in this one emotion of the customer). Every statistical method has its drawbacks but things even out with a large enough sample size. Hell, if not for the manipulation of the surveys by mediocre salespeople by bribing with a tank of gas or oil change, most of the real good sales people will get the bonus they truly deserve. I know there is no pleasing a few customers but every salesperson gets them once in a while (thus evening things out). Coaching or letting people know that 4 is a fail and 5 is needed for a bonus is one thing. Nagging people to give you a 5 is another. My salesperson just told me that I will get a survey. He did not coach me or ask me for 5s. He did not try to "bribe" me with oil changes or any such petty BS. He did such a good job that I intend to give him 5s and write a commendation letter about my sales experience to Honda and his dealership.
#439 of 500 Re: Surveys [madmanmoo] by joel0622 Mar 12, 2007 (6:26 am)
Replying to: madmanmoo (Mar 12, 2007 5:31 am) If the manufactures would just let us use the survey program for what it was designed for it would be great. Just think if you were a business owner and were able to get feed back on every transaction every one of your employees do. You could use it to identify weakness in your business plan company wide and to pin point where individual employees need improvement.   But instead they have attached unrealistic goals on it. I don't care who you are you will not satisfy 100% of the people 100% of the time. There is not a business in the world that does it. Who in the world comes up with a grading scale that is say 1-10 10 being the best 1-9 being failure. Just imagine if they graded our kids in school like that, two grades A+ or F.   I am not defending the sales person who gets to the point of badgering you for a good score, I am pointing out what I think is a very flawed system. I am so glad our store does not tie the sales peoples pay plan to it.   When we sell a car the last thing that happens is a manager comes and sits down with you and ask you a few questions, he ask what brought your here, did you use the internet in your shopping, what your email is, did the Finance Office explain the truth in lending box, did you purchase any warranties, did you feel pressured at any time during your visit, then he says "Folks in a couple of weeks you will be receiving a survey from Ford, hopefully you feel as though you were completely satisfied with your experience from start to finish, if you were please note that on the survey, if not please tell me now how I can make your next experience here a better one. No pressure, no free oil changes, no clean ups, just a roll of the dice and hope they were listening.   One big problem we have is getting the completely satisfied people to return the survey in the first place, the unsatisfied people send them back same day. I guess it goes to the old adage that if you have a good experience you tell who ever ask, if you have a bad one you tell who will ever listen.
#440 of 500 Question for the Honda people. by exb0 Mar 12, 2007 (11:36 am)
I just finished a Honda survey. I gave all tens to the selling dealer; however there were some questions about other Honda dealers that I shopped at. I rated two other dealers, gave 10 to one, and 1 to another. I totally slammed that dealer on the survey and attached a little note telling Honda exactly how I feel about them and their sales practices.   My question is, are there any consequences to the “other” dealers that get slammed on surveys, or Honda only cares about marks for the selling dealer? Replies to this message: madmanmoo (Mar 13, 2007 5:44 am)

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