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Customer Satisfaction Surveys

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Comments

  • geo9geo9 Posts: 739
    The dealer messed up so I had to return there today!

    Nothing big just needed a photocopy of my DL for the
    financing banks requirement. It was a opportunity
    to take a ride in the rural countryside on a nice day!

    So as I was shooting the breeze with the GM, F&I
    guys as well as the salesman I was bustin' about how
    I hammered them on the GM new car survey..........
    Why they asked???????????

    I mentioned because the F&I guy knew i wasn't a "lay
    down" and didn't sweat me on buying a extended warranty,
    choke n' croak, and rust n' dust!!!!!!!!!!

    The GM for trying to rob me out of my trade in by only
    offering me $21,500 and then selling it for $23,900 !

    The salesguy for not splitting his commission "on the
    slide" with me either...............

    We all had a good laugh and I was asking them if the
    owner Charlie was around and if they wanted me to
    bust on him a little bit !!!!!
    They asked me not to because he was in a miserable mood!

    Said my goodbyes and promised a "completely satisfied"
    on the survey and went on my way!!!!!!!!! :P
  • madmanmoomadmanmoo Posts: 2,039
    :confuse:

    I'm always confused when reading your posts. What's the point?

    -Moo
  • oldfarmer50oldfarmer50 Posts: 6,552
    What happened to posts #467 and #468?

    2009 PT Cruiser, 2008 Eclipse, 1995 Mark VIII, 1988 GMC Van

  • tidestertidester Posts: 10,110
    Sometimes a little pruning is necessary. :)

    tidester, host
    SUVs and Smart Shopper
  • joel0622joel0622 Posts: 3,302
    Sometimes a little pruning is necessary

    Ya I should be in full bloom. I used to get pruned allot earlier in the spring :D
  • bremertongbremertong Posts: 436
    Nice to see you post here too! We have sent messages back and forth at the Deville web site. I recently traded my 2004 Deville for a new 2006 DTS. The salesman noticed some small damage on the front bumper AFTER I wrote my check. I was brought back for repair and was told that by the scratch repair person that I would have to leave the car overnight, to which I replied, I know a one hour scratch repair service that can come and repair at the dealership to which they replied that service could not repair that kind of scratch, bottom line the scratch repair person repaired the scratch in one hour to like new condition. This
    plus the fact that the car stalled out several times in the first few weeks that I had it. On my first visit they said they had reset some error codes and all would be fine now.
    Almost as soon as I got home the car stalled out again, at that point I called the General manager and he arranged to have the battery changed, they also found several voltage error codes. The electrical system seems okay after second visit, just a week ago. They also would not change the oil which had been in the engine since it left the factory in Sept. 2005, once again the general manager stepped in and told them to change the oil without charge to me. The salesman took very little interest in assisting after he took my check. BOTTOM LINE: The survey, I will check several items as somewhat satisfied and some as satisfied but none of the survey will be checked as completely satisfied. Since it is close to 140 miles round trip to the
    dealership I was greatly inconvienced by all this nonsense.
    Think I'm right not to pass them with flying colors for this kind of experience. Wondered what others think???
  • nj2pa2ncnj2pa2nc Posts: 813
    after bringing my hyundai for service I received a survey. I would have gave them excellant marks but I returned it to them as they offered to fill the gas tank on my car for the blank survey with the return envelope. free is always good.
  • oldfarmer50oldfarmer50 Posts: 6,552
    "...they offered to fill the tank on my car..."

    You got $40 worth of gas and the salesman got hundreds in bonus money. You sold your integrity cheap.

    2009 PT Cruiser, 2008 Eclipse, 1995 Mark VIII, 1988 GMC Van

  • nj2pa2ncnj2pa2nc Posts: 813
    the survey was for the service department not for sales. As I previously wrote I would have given them excellants so they still would have received their bonus. I would be dumb to turn down their offer. as the old saying goes money talks b.s. walks
  • oldfarmer50oldfarmer50 Posts: 6,552
    "...was for the service department not for sales..."

    Oh, I misunderstood. You sold your integrity for the right price then.

    2009 PT Cruiser, 2008 Eclipse, 1995 Mark VIII, 1988 GMC Van

  • isellhondasisellhondas Issaquah WashingtonPosts: 17,741
    Yes, some stores do this. At least that customer was happy and would have given excellent scores anyway.

    Some lousy stores can earn top surveys if they buy them and, yes, for some people, it's all about something for nothing.
  • oldfarmer50oldfarmer50 Posts: 6,552
    I was wondering do ALL car makers use CSI's? Are they all tied in to bonus money? Any car makers that use a different system?

    2009 PT Cruiser, 2008 Eclipse, 1995 Mark VIII, 1988 GMC Van

  • Until I happened upon this message board, I never knew how those auto dealer surveys work. Personally, it sounds like a load of cow manure.

    I don't specifically remember exactly what the CSI survey looked like when I bought my last new car (2004), but I am almost certain that I didn't give the top rating across the board. Was he a decent salesperson? He was okay as far as salespeople go. Was he the BEST salesperson that I ever had? Definitely not!!

    I would certainly call him "average", since he was friendly and he wasn't offensive or anything. However, he did not go above and beyond the call of duty. That is why I would not give him a perfect score across the board.

    Now keep in mind that was 3 years ago, and I didn't realize that I was screwing him out of his bonus or anything. If I had known that, I probably would have given him his perfect score, since he didn't do anything so terrible that his bonus should be withheld. And I wouldn't even need to be bribed to do it!

    If I were a car salesperson, here is how I would approach the CSI survey. Rather than bribing the person, here is what I would say:

    "In the coming weeks, you are going to receive a Customer Satisfaction Survey from GM/Ford/Honda/etc. There is a bonus that is tied to your response to this survey. If you give me the highest rating in all areas related to sales, then I will be eligible for the bonus. However, if you give me one or more scores below the highest, then I will not get my bonus.

    "As you can see, this isn't a very fair system, since nobody is perfect including me. However, it is the system that our manufacturer has set up, so there isn't much that I can do about it. So when you fill it out, if you think that I deserve my bonus, please fill it out with the highest scores. If you don't think that I deserve the bonus, then fill it out accordingly.

    "Since nobody is perfect, if you think I deserve the bonus but you think that there are still areas that I can improve upon, please fill out the survey with the highest score, but also feel free to send a letter to myself or to my boss with the areas you feel where we can do better."

    In this way, you are explaining the impact of the CSI survey, and then allowing the person do to what they will without mudding the waters with a bribe. I think most decent people will vote to give you the bonus if you deserve it. If the person isn't decent, well then they probably wouldn't have given you a perfect score anyway!
  • joel0622joel0622 Posts: 3,302
    I would keep a copy of the survey at my desk and go over it line by line with the customer while we were waiting for the car to come out of clean up, explain the importance of it and ask for perfect scores. I learned early on if you did not ask for them you would not get them. But like I have said before, our store does not tie your pay plan to your VOC score (Voice Of The Customer). The biggest deal we ever made out of it was a perfect 10 would get you $10 and if you were top man of the year you would get a $500 bonus.

    One thing that raised our scores even higher then they already were was now we do whats called an exit interview. When I am all done with the paper work I go get the SM who worked the deal. He comes in, thanks you for your purchase, asks you if there is anything we could have done better, goes over your maintenance schedule, ask you what brought you to the dealership and explains the survey you are going to receive. It takes 5 minutes and has helped allot.
  • Well Considering all the info on the web and that you probebly didn't pay full sticker for your car.Your sales person didn't make more then $75.00, whitch is the minimum at most dealers for survy bonus. No matter if it was service problems your sales person got slammed and probebly lost about $700 out of his pay for the month as these survey are based off an avarage. I work in sales and it is a very unfair survy to us. On the other hand your sales person should have convayed the importance of the survy to you. So no you where not wrong because you didn't know.
  • oldfarmer50oldfarmer50 Posts: 6,552
    I purchased a new car at the end of January and still have not received a CSI. I asked the salesman if they were on a survey system and he said yes. I indicated that I knew how the system worked and intended to give him a perfect score. He said it would come in the mail. He also said I would get a call from J.D. Powers.

    J.D. Powers called a few days later. One of my son's friends answered and misunderstood who they were looking for. He told them there was no one here by that name. I'm wondering, could that have been the CSI? Why would they do it by phone when the salesman told me I would get something in the mail?

    They never called back and I've had no follow-up from the dealer. I'd hate to think some dumb teenager screwed up the sales guy's bonus.

    2009 PT Cruiser, 2008 Eclipse, 1995 Mark VIII, 1988 GMC Van

  • madmanmoomadmanmoo Posts: 2,039
    Which vehicle make did you buy? It depends on the manufacturer.

    -moo
  • oldfarmer50oldfarmer50 Posts: 6,552
    "...Which vehicle make..."

    Mitsu

    2009 PT Cruiser, 2008 Eclipse, 1995 Mark VIII, 1988 GMC Van

  • joel0622joel0622 Posts: 3,302
    Probably can't afford the postage. :D :D :shades:
  • oldfarmer50oldfarmer50 Posts: 6,552
    "...Probably can't afford the postage..."

    LOL Actually, they made money this year. How did Ford do?

    2009 PT Cruiser, 2008 Eclipse, 1995 Mark VIII, 1988 GMC Van

  • oldfarmer50oldfarmer50 Posts: 6,552
    "...Touche..."

    Don't worry, I think the Mustang GT is a better car, I just couldn't afford it.

    2009 PT Cruiser, 2008 Eclipse, 1995 Mark VIII, 1988 GMC Van

  • madmanmoomadmanmoo Posts: 2,039
    No clue as to how they run the system. I wouldn't worry about that poor salesman though.

    -moo
  • pernaperna Posts: 533
    I took delivery of my Altima on 2/29, and I just got my survey yesterday, on 3/19.

    It was about the same back in '03 when I bought my last car from them, IIRC.

    One nice thing was that you can now fill them out online without bothering with mailing it.

    One amusing thing was that it asks you in GIANT BOLD LETTERS on both the intro letter AND the question itself that if you were pressured in any way, shape, or form about the survey to contact Nissan immediately and "DO NOT BRING THIS SURVEY INTO THE DEALERSHIP". :D :D :D
  • isellhondasisellhondas Issaquah WashingtonPosts: 17,741
    Some dealers will promise a tank of gas or something else in return for a survey that is brought to them.

    And a lot of customers can get treated like crap and sell themselves out for that tank of gas or free oil change.

    Oldfarmer, they could have killed your survey if they figured you were going to trash them.
  • jipsterjipster Posts: 5,345
    DO NOT BRING THIS SURVEY INTO THE DEALERSHIP

    Well, if you take the survey to the dealership there really is nothing to stop the salesperson or manager from opening the thing up and changing the answers... to their benefit.
  • oldfarmer50oldfarmer50 Posts: 6,552
    "...if they figured you were going to trash them..."

    Well, I told the sales guy that I would give him a perfect CSI. Do salespeople figure that what ever you say you mean the opposite, as in "I'm not a grinder"?

    I actually thought the salesman did a pretty good job of giving me a fair price without a lot of phony friendliness. His boss the owner told me some lies but I wouldn't trash the sales guy for that.

    Should I call him up and ask what happened? You're a pretty no-nonsense salesperson Isell, what would you recommend?

    2009 PT Cruiser, 2008 Eclipse, 1995 Mark VIII, 1988 GMC Van

  • isellhondasisellhondas Issaquah WashingtonPosts: 17,741
    What would I reccommend?

    Forget it. Not everyone get's a survey, at least with Honda.

    It's frustrating too when people who love me don't get a survey and the customer who made every aspect of the sale a miserable procedure...THEY get the survey!
  • jipsterjipster Posts: 5,345
    I got a service survey from Mazda today on warranty work I had done about a month ago. I gave all "completely satisfied"... though a few may have been more like "very satisfied " or "satisfied", don't know it they are graded pass/fail like
    the surveys with new car purchases.

    I was in and out in under an hour, after having an ignition coil replaced. Don't know if it was just good service, or that I told them if it were going to take long I would need a free rental car. :blush:
  • the most terrible sales pitches. there is no promises kept after you sign contract
    you cannot find anybody in the store who knows what comes with you car.
    they make you sign forms that you dont agree with after they make you streesed and excited about the new car. they are professional...cheeters
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