Can You Change That 4 To A 5…..

[Todd Mohr]

Our surveys are 1-10 and in sales we need to be at 97.5 or higher and service needs to be at 95 or higher. Anything but a top score is failing as far meeting those standards according to Acura or any other OEM is concerned. That 4 out of 5 is a 80% score, takes almost 10 surveys at 5 to offset that 4. It's the world the auto dealerships lives in, it's too bad we can't use the surveys for actual feedback to improve our business. We just waste time asking for a top score because anything else is failing.

 

[Orange Juice]

A # is nothing without real feedback from the customer.

I had a customer that had trouble paying his bills on time. We put them on credit hold when the bill got too big.

I’d always get a 1 on the first service call, after they paid up. Had nothing to do with me or the quality of the product.

 

[Dog]

If your pay is dependent on surveys. I suggest going over the top for every customer. You will not get a top rating from me unless you go out of your way. (I don't expect anyone to go out of their way for me.) If someone is asking for survey reviews they might as well be asking for tips. They are already getting their pay.