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Customer Satisfaction Surveys

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

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#45 of 500 Then again, LOL by rivertown Aug 24, 2003 (4:16 pm)
A dealer here is showing '03 S2000's with a MSRP of $38K+, with no optional equipment. He's got four of 'em, all with MSRP shown >$38K.   What's unusual about skewed grading systems? A 'meets expectations' on a performance review won't even net a COLA raise in most organizations, and a 'C' in grad school is viewed as very little if any better than an 'F'.
#46 of 500 isell by dinu01 Aug 24, 2003 (5:45 pm)
"10's or 5's on a survey do not mean your salesperson and your experiences were "perfect".   Nobody is perfect. It just means you were 80% or more satisfied."   If I was 80% happy with the purchase, I would rate it 8/10.   Unfortunately this system penalizes the seller/dealer, even though the buyer was satisfied with the purchase.   Dinu
#47 of 500 Mathias by dinu01 Aug 24, 2003 (5:48 pm)
That wouldn't happen. First b/c I will only buy a car that's fun to drive and second b/c I always look at Mazda, Honda and Nissan first - it's also about being on a budget, otherwise, make mine in red - an S4.   Dinu
#48 of 500 Make it pass/fail then by bgabel1260 Aug 25, 2003 (5:27 am)
If these surveys really are nothing more than pass/fail mechanisms then I am irate. I am the customer and the dealership and manufacturer exist to serve MY needs. I should not have to worry about how my responses impact them. That's not my problem; those business issues should be transparent to me and other customers. My responsibility is to provide a fair and thoughtful analysis of the dealership's performance when filling out the survey. I cannot indicate "10"s or "completely satisfied"s if such grades are not warranted. If a 9 is a failure then change the format.   How on earth could anyone expect me to put down "completely satisfied" for every single survey question? We aren't talking about "satisfied" or even "very satisfied". "Completely" indicates perfection or the close equivalent. It is wholly asinine to say that "completely" is a pass but "very" is a failure.   I am in an engineering field so perhaps I have too much quantitative/mathematical baggage to handle. I think of grading in terms of bell curves. Top marks correlate to points several standard deviations above the mean and they are intrinsically quite rare. If I received a survey from a customer that had a response of "10" or "0" for every single question, I would throw it out...such data is garbage. When I fill out surveys I almost always avoid the extrememost points on the scale, unless my experience relating to that question was exceptional (in either direction). I do this because such a format encourages it. If the survey creator is not interested in various shades of performance they could save everyone a lot of trouble by making it pass/fail.   The Subaru survey has a section for freeform comments and I will use it to indicate how I generated my grades. This will at least put my figures into context. Replies to this message: madmanmoo (Nov 06, 2006 9:50 am)
#49 of 500 I think the large majority of car folks here, by zueslewis Aug 25, 2003 (5:46 am)
me included, dislikes the present system of CSI ratings.   However, the looming question is that if you can't give a perfect survey, what can the dealer do to make it "right", in order for you to feel you were treated very well?   As a manager, I've always asked that of my customers - if you can't give us all 10s, please let me know - I want to fix whatever problem(s) there is/are in order to help you, and future customers.
#50 of 500 Oh, I've trashed dealers before on the survey and by nematode Aug 25, 2003 (9:00 am)
I would do it again. I dont need bribes I just want good service. Lets see, what did they do to incur my wrath?   1) Perform repairs incorrectly and they lie or assign blame to me/another dealer/etc. 2) Perform the wrong repairs and then lie. 3) Dont call when car is completed. 4) Dont have car ready on time WITHOUT calling me. 5) Use the unable to duplicate "excuse" and then play dumb after I duplicate it. 6) Claim a TSB/problem does not exist when it does. 7) Leave my car dirty. 8) Treat my wife differently than you treat me.
#51 of 500 bgable1260 - have to agree with you by user777 Aug 25, 2003 (9:16 am)
yes there does seem to be something very unsatisfactory with the non-transparent nature of these questions.   why use a likert scale when the questions are supposidly eliciting a binary response: pass / fail completely satisfied / less-than-completely satisfied acceptable / unacceptable satisfactory / unsatisfactory
#52 of 500 nema by isellhondas Aug 25, 2003 (9:56 am)
Well, you are talking about a different kind of a survey. The service dept. gets these.
#53 of 500 I can never give a 10 by chikoo Aug 25, 2003 (11:34 am)
to me it means that there is no room for improvement. And surely, there is always room for improvement. For the best service, I give 9. but that was before u guys told that 9 = 0.   new math rules, I guess
#54 of 500 consider this case by chikoo Aug 25, 2003 (11:42 am)
I got my mz6s 19 days ago from NJ. I live in PA. to date, I have not recd the license plates from the dealership. I called them today(25 aug) and they tell me that they did not get all the insurance information they needed(copies of ins. card) so nothing has been done on that front.   The temp window license "out-of-state" expires tomorrow (26-aug).   the selling exp was great. i walked out of the dealership with the car I wanted in less than 2 hours at the best possible price(read lowest possible) in the market.   how should I grade the customer service survey?

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