Customer Satisfaction Survey

[Rossman]

So I got emailed my "online customer satisfaction" survey from Scion Canada the other day, and wondered if anyone knows what it means for the dealer based on how the survey is completed.

I rated them above average in a number of areas so I'm not really worried about making a lasting bad impression with them, I'm just trying to satisfy my curiousity!

Cheers!

[roddy]

I wish I could say.

I got mine the other day, and sat down to work on it tonight, but couldn't find the website to do it on.

[Gen]

In most customer service situations, anything less than a perfect score is considered 'bad'. That's why dealerships usually try and guilt you into it by saying you'll be contacted, anything less than a 5 is really bad for us, etc. etc.

[clevrname]

Anything less than excellent hurts. Kills VDQ and CSI, which is how dealerships received bonus, president's award eligibility, etc. If your experience was anything but bad, then please use excellent. I always stress the importance to my customers that I number 1 100% satisfied them and number two need excellence on my survey. Our dealership punishes salesmen's pay for anything less than excellent.

[ravenMTgirl]

I bought a new Pontiac Grand Prix GTP in 1998 and the dealership was unprofessional and the salesman was very rude. I wanted the car (the GTP's were hard to find) so I dealt with him anyway but when I got the survey I filled it out truthfully. The salesman and the dealership called me numerous times swearing on my answering machine and threatening me. I called Pontiac and told them about that too... plus the car turned out to be a lemon and they had to buy it back from me! It was a bad experience all around. I've bought 5 new cars since then and have always had excellent experiences.

[Rossman]

Originally Posted by ravenMTgirl

I bought a new Pontiac Grand Prix GTP in 1998 and the dealership was unprofessional and the salesman was very rude. I wanted the car (the GTP's were hard to find) so I dealt with him anyway but when I got the survey I filled it out truthfully. The salesman and the dealership called me numerous times swearing on my answering machine and threatening me. I called Pontiac and told them about that too... plus the car turned out to be a lemon and they had to buy it back from me! It was a bad experience all around. I've bought 5 new cars since then and have always had excellent experiences.

That's a pretty crazy story, glad you came out the winner!

When I got the car, the dealer said nothing about the survey, I don't think they even mentioned that I would get one. They definitely did not ask me to rate them well on it.

It sucks that anything less than "excellent" is negative for the dealer, because, I believe that to be completely unrealistic. I don't think many people will give 10's across the board for everything...

Anyway I think I rated the dealer overall a 7/8 and my sales rep an 8. I had thought it was a pretty fair assessment, now I feel kinda bad. I also did them a favour by saying my rep told me not to keep the two sets of floor mats in the car even though he didn't mention it (cdn cars come with the rubber mats over top of the cloth mats, then you take out the set you don't need before driving.)

Ah well. Appreciate the responses!