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Customer Satisfaction Surveys
A few days later I received a letter from the general manager at the dealership reminding me again about the survey. He wrote that the dealership would like me to check off all line items as "completely satisfied" and that if I felt differently that I should come in and we can "resolve matters" beforehand.
I think this is pretty ridiculous and makes a mockery out of the customer feedback system. My opinion of the dealership has declined and I am now less likely to submit a survey with flying colors because I question the dealership's integrity. I feel like I'm being bought. Or am I being too harsh?
It's my opinion that if the dealer wants top marks they need to provide me with service commensurate with such distinction. I can't say that the dealership gave me a bad experience but they didn't necessarily impress me either. My car buying experience with them was rather average. I cannot in good conscience give them a sterling review because that would tell Subaru that this dealership cannot improve, that they already provide the highest level of service, and this is not the case.
I am not "completely satisfied" with all aspects of the dealership and there's little they can do now since several of the survey questions relate to subjective impressions/feelings. If I had to walk all over the dealership for 15 minutes looking for sales help why should I be "completely satisfied" with my initial contact with the dealership? I had an appointment, I was a serious buyer (I did buy a car that day) and yet nobody was available to assist me. Sorry, I'm not "completely satisfied".
Certainly I am a tough grader but I like to think I am fair and would not use a survey to grind an axe. One might say "but they seem to be trying to make amends if needed". Yes, perhaps, but in my view they are trying to engineer flawless surveys AFTER the fact. This is like treating symptoms rather than curing the ailment.
What do you think?