Can You Change That 4 To A 5…..

[fat rat]

I took my vehicle to the dealership for a B check up. So MB sends me a survey, I always do surveys if I feel it will help the next person. So I do the survey and rated them an overall 4. You may ask why, there’s always room for improvement. MB just called me and complimented me for taking time to do the survey. He ask me if I would take the survey over again and rate them a 5. What’s your thoughts?

 

[attitude]

How are they going to compensate you for your time?

 

[Racey]

I took my vehicle to the dealership for a B check up. So MB sends me a survey, I always do surveys if I feel it will help the next person. So I do the survey and rated them an overall 4. You may ask why, there’s always room for improvement. MB just called me and complimented me for taking time to do the survey. He ask me if I would take the survey over again and rate them a 5. What’s your thoughts?

This is how bean counters have absolutely ruined everything in society. Everything is turned into some kind of bullshit "performance metric" so that some paper pusher can justify their job.

Why bother asking to have the customer complete the survey if they have a predetermined outcome anticipated?

I'd redo it and rate them a 3

 

[Hardly Satisfied]

I took my vehicle to the dealership for a B check up. So MB sends me a survey, I always do surveys if I feel it will help the next person. So I do the survey and rated them an overall 4. You may ask why, there’s always room for improvement. MB just called me and complimented me for taking time to do the survey. He ask me if I would take the survey over again and rate them a 5. What’s your thoughts?

Did they offer you anything

 

[rrrr]

This is how bean counters have absolutely ruined everything in society. Everything is turned into some kind of bullshit "performance metric" so that some paper pusher can justify their job.

Why bother asking to have the customer complete the survey if they have a predetermined outcome anticipated?

I'd redo it and rate them a 3

Don't forget how universities now universally hand out A grades.

 

[brianwhiteboy]

Nope, don’t change a thing. Generally they need perfect ratings, otherwise it can be looked at as falling short….like you said, room for improvement.

If they took the time to call and ask you to change your rating, they could’ve asked what it would have taken for them to earn a 5. If they didn’t, they can go pound sand. I still wouldn’t change it.

Maybe they’ll make a notation on your account as needing to go above and beyond in the future.

 

[Kachina26]

When I was in the business, anything less than a 5 was basically the same as a 1. It's a shitty way of measuring performance. All or nothing is BS. If you really like the service you got, give them a 5. It means a lot to them. If they suck balls, leave it the same. But 4's are basically 1's.

 

[Kachina26]

I know some places offer a free oil change if you bring the card in and let them fill it out. Not sure the paper card is even a thing any more. LOL

 

[Mr. C]

Maybe they’ll make a notation on your account as needing to go above and beyond in the future.

Or give him the Bigger FU and make him wait longer and maybe skip a step or two on the next service.
That’s just my pessimistic attitude towards most everything these days.

 

[brianwhiteboy]

Or give him the Bigger FU and make him wait longer and maybe skip a step or two on the next service.
That’s just my pessimistic attitude towards most everything these days.

Yes. Absolutely a real possibility these days, even with a big business.

That’s what sucks, a rogue employee could completely screw a company.

 

[TimeBandit]

The service advisors job depends on good surveys.

If they drop below a certain threshold they are gone...

Story time:

In 1995 I bought a new BMW 525i, I downrated the sales experience on the survey because they lied about how they would title the car.

Dealer called me and asked "how can we make it right" I said how about installing a CD changer? (because 1995)

I took it in the next day for my new CD changer, they gave me a loaner to drive to lunch while they did it.

 

[DiamondDave]

Some dealerships the pay plans for the service advisors are based off of surveys. No 5's then you don't make squat or can even get written up/ fired. Horrible system because any shortcomings in the rest of the dealership (dirty bathroom, out of coffee in the waiting area, took too long to bring your car around for you, etc.) the advisor gets punished for by these surveys. As stated above, anything less than a 5 is basically a 1.

 

[Chili Palmer]

The service advisors job depends on good surveys.

If they drop below a certain threshold they are gone...

Story time:

In 1995 I bought a new BMW 525i, I downrated the sales experience on the survey because they lied about how they would title the car.

Dealer called me and asked "how can we make it right" I said how about installing a CD changer? (because 1995)

I took it in the next day for my new CD changer, they gave me a loaner to drive to lunch while they did it.

I can tell that sure wasn’t BMW of Monrovia. We were told if we brought our car there for any service we’d get a BMW for a loaner. My took her car in for some warranty work and she got a shitty Nissan Sentra with roll up windows. She was told they were out of BMWs. Man, did I hear about when I got home. I’ve got other horror stories about that dealership, but that’s for another day.

 

[17 10 Flat]

I have no way to verify this. Salesman I pushed cat from said on a sale, he got one 4. Dealershp

 

[17 10 Flat]

I have no way to verify this. Salesman I pushed cat from said on a sale, he got one 4. Dealershp

Dealership docked him .5 % commission

 

[TimeBandit]

I can tell that sure wasn’t BMW of Monrovia. We were told if we brought our car there for any service we’d get a BMW for a loaner. My took her car in for some warranty work and she got a shitty Nissan Sentra with roll up windows. She was told they were out of BMWs. Man, did I hear about when I got home. I’ve got other horror stories about that dealership, but that’s for another day.

Vasek Polak

 

[Dog]

I would redo it and downvote which ever question would cover this guy calling you and asking you to change it. Or downvote everything. Does it say it is anonymous?

 

[Chili Palmer]

Vasek Polak

They obviously want their customers to come back….

 

[mjc]

I would redo it and downvote which ever question would cover this guy calling you and asking you to change it. Or downvote everything. Does it say it is anonymous?

If they can call you about it can't be anonymous.

 

[Dog]

If they can call you about it can't be anonymous.

I asked does it "SAY" it is anonymous. Obviously it isn't.
If it says it is an anonymous survey and it isn't there are more issues...

 

[Ziggy]

Trust me, the factory has incentives the dealership earns from these surveys which is why some offer a free oil change or whatever.
My store ranked high regularly....by earning the ranking vs buying it from the customers.

 

[lbhsbz]

Some dealerships the pay plans for the service advisors are based off of surveys. No 5's then you don't make squat or can even get written up/ fired. Horrible system because any shortcomings in the rest of the dealership (dirty bathroom, out of coffee in the waiting area, took too long to bring your car around for you, etc.) the advisor gets punished for by these surveys. As stated above, anything less than a 5 is basically a 1.

If they don't like the conditions or the payscale, they can find a different job. Why have a 4 on the stupid survey if it's basically a 1? Just have a 1 and a 5.

 

[DarkJuJu]

I always hated dealing with CSAT, we used to have a few manufacture partners that used these but they penalized the partner (margin/partnership level) often because of the failure of the manufacture solution if it didn't work as expected. the worst ones were the 1-4 scores because if you didn't get 4s and the expectation was 90 CSAT (which the manufactures always liked publishing on there website as a badge of honor) you got screwed. But all that being said give the score you feel they earned.

 

[Yoshiro]

Years ago I was buying a new truck and the dealership during negotiations said they'd knock more $$ off if I could guarantee a perfect survey. I said I can do that.

 

[Blue Oval]

Good boating friend opened a new restaurant. Had a open house to our boat club and he paid for our dinners. I got online and gave him a 5. My buddy gives him a 4. He didn't want to make it look fake. Ken gave him a steak dinner for free, and he gave him a 4. LOL

 

[PlumLoco]

I had multiple attempts to fix the blend door problem in my Ram. Each time when I went to pick it up I was asked if I would fill out an online survey. 4 visits and I never got that survey. Guess they knew what I was gonna say. Assholes.

 

[CANUCK007]

What always got me was the customer was unhappy with deal or salesman and on the first survey,he would give a 1 or 2 and this affected our pay in service department.Sales only deals with cust once but service is stuck tryna fix him for three years till warranty over

 

[oldman]

I've dealt with that on the wife's Chevrolet here in OC.
They handled it a little different. Asking before we left the dealership if I could rate them a 5, and if not what could they do to earn a 5.

 

[COCA COLA COWBOY]

If I like a place, I will always give 5's. Personally, I bought a Ram from Mark Dodge in Louisiana and loved the experience and plan on doing it again. They were extremely concerned about getting 5's. They said it affects the way they can get good pricing to pass it on to buyers. My local dealership is owned by a friend of a friend. I have been less than happy with the service department, but I leave 5's because I don't want to affect a potential friendship in the future.

If an experience was just SO SO, I usually just don't provide a rating. I'm not trying to affect someone else's world. We all have off days.

I wish healthcare was like this...could you imagine! We had an issue with our primary care physician...I posted everywhere I could about our horrid experience. That doctor was fired shortly after. He was also trying to run as a progressive republican congressman in North County SD. That didn't work out well for him either.

 

[ChumpChange]

When I redid my windows the salesman stated that he could knock off some more money if I left a good yelp review for the company with his name noted in it. I said sure. Not like I was gonna leave a bad review anyway for one of my customer’s companies. lol

 

[HST4ME]

Best I could do would be a solid 3.5.

 

[rrrr]

The service advisors job depends on good surveys.

If they drop below a certain threshold they are gone...

Story time:

In 1995 I bought a new BMW 525i, I downrated the sales experience on the survey because they lied about how they would title the car.

Dealer called me and asked "how can we make it right" I said how about installing a CD changer? (because 1995)

I took it in the next day for my new CD changer, they gave me a loaner to drive to lunch while they did it.

LOL I had completely forgotten about the trunk CD player in my '93 325is.

 

[fat rat]

Did they offer you anything

Coffee!