dealer feedback survey

6213 Views 11 Replies 7 Participants Last post by Summest, Nov 2, 2014

r.johnson

Discussion Starter · Nov 1, 2014

hi, dumb question

normally when you buy a new car, the manufacturer will call you to do a customer satisfaction feedback/survey on the dealer you bought the car from

i have had my TLX for 2 weeks, and haven't heard anything yet. is this normal? when should i expect a phone call from acura?

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J233

· #2 · Nov 1, 2014

Mine arrived via email after about 4 weeks from the delivery day.
It is long and also time consuming. I didn't have time to do it in one shot so saved it for later and now the page is not loading.

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Summest

· #3 · Nov 1, 2014

I also got a call for a verbal interview about 4 weeks after.

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r.johnson

Discussion Starter · #4 · Nov 1, 2014

ok thanks for the heads up

because my friend bought a ILX for a bit over a week and she told me she got a call from acura but forgot to pick it up. i presume its about the survey, so i was thinking should i be expecting one so soon too.....

i have a tendency to hang up on my cell phone calls if its from an unknown phone number lol

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hawkins

· #5 · Nov 2, 2014

is there a prize or thank you LOL?

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r.johnson

Discussion Starter · #6 · Nov 2, 2014 (Edited)

not really, it just gives the dealer a thumbs up

because apparently on a score of 1-10 (10 being best), dealer and manufacturer expects you to give a perfect 10/10. a 9 or 8 out of 10 is considered a fail apparently, and will greatly affect their bottom line and commissions. i heard that for every "less than 10 feedback" they need another dozen perfect feedback to even it out

so i wanted to make sure i give good feedback if i want to keep a good relationship with the dealer. sure you can screw them up and give them a 1/10 for no apparent reason, but dont expect to go back to that dealer again for servicing or if there are any warranty issues

i learned it the hard way for my lexus half a year ago because i gave an 8 in some areas not knowing that it will affect their bottom line. sure enough the salesperson called and complained why he was given a less than 10 score.....and whined that he is losing money

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replicapty

· #7 · Nov 2, 2014

Wow, well that explains what happened when I gave dealer an 8 out of 10. In my book, that's a great score but of course they called to complain. I was a little surprised. Only way I am going to give a 10 is if I get the first price I ask for.

When it comes right down to it, I care about price 99.9% - if i get the car for a good price I don't really care about dealer service. I mean how many people price compare their cars and go to dealer with lowest price? You can do the test drive etc. with any dealer but they don't ask you about THEIR customer service even if they're the ones who may have sold you on the car in the first place. It all strikes me as a weird racket.

But thanks for info on what they are expecting for customer service rating. Now I'll know for the next time i purchase a car in about 15 years!

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chaulklet

· #8 · Nov 2, 2014

I got mine within a week. I had no clue that 8 or 9 affects them.. I usually assume 8 or 9 means it's really good. Hopefully they aren't to mad..

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r.johnson

Discussion Starter · #9 · Nov 2, 2014 (Edited)

in my review with an acura dealer where my friend bought a ILX, the salesperson told my friend if she gives him a perfect score, he will "take car of her car if it's all dirty" which is essentially a free car wash, and also an attempt at bribery

i am not sure if the price will be part of the survey actually, because it's not about whether u get a great deal, but how nice and professional the dealer was. and i guess they also want to make sure the dealer mentions any safety hazards too. a while ago, toyota had a recall on their vehicles because putting both rubber and carpet mats together will block the brake pedals from being fully depressed which is a safety hazard. when i got my lexus a year ago i was reminded multiple times by the dealer and also had to sign a waiver saying that the dealer has told me about the issue, but i was also asked in the survey again if the dealer made it clear to me about the double floor mat issue too.

here's some nice reading on customer surveys:
Why Car Salespeople Beg for Top Customer Survey Scores | Edmunds.com

"If I had a really unhappy customer I thought would give us a terrible survey, I'd sometimes have to pass on the deal," a former sales manager with 20 years of experience told Edmunds. "I couldn't take the risk of a terrible survey. I hated missing a deal because of a survey, but it could take 15 perfect surveys to make up for a single bad one."

but that said, if the dealer was being a dick, and you can go elsewhere for servicing, go ahead and biatch about them and give them a feedback they deserve. just be aware that by doing so you are effectively severing ties with this particular dealership pretty much for the rest of your ownership of the vehicle (or your life) so just be aware of what you are getting yourself into

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andre12dbsi

· #10 · Nov 2, 2014

Yep. It's a great way to stick it to a dealer if they've done something wrong. I leased a Honda a few years back and had a great salesperson. The business manager on the other hand clearly had better things to do (I.e. Taking personal calls on his cell phone, texting while we were doing the final paperwork). This was reflected in the survey. I still use their service dept but when I see the business manager he isn't very chatty at all.

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J233

· #11 · Nov 2, 2014

r.johnson said:
not really, it just gives the dealer a thumbs up

because apparently on a score of 1-10 (10 being best), dealer and manufacturer expects you to give a perfect 10/10. a 9 or 8 out of 10 is considered a fail apparently, and will greatly affect their bottom line and commissions. i heard that for every "less than 10 feedback" they need another dozen perfect feedback to even it out

Right, I was told exactly the same story, word for word. And I have a problem here....if 8 or 9 don't really matter than why use a 0-10 scale ? Use 1-3 and it will be less confusing to the buyers. Secondly, 8 or 9 is pretty good in my (and others stated the same) opinion; 10 is like walking on water. As a functional manager I managed stuff in my previous jobs and only once gave a person 10/10 overall and this guy was truly exceptional and ready for the next step big time. If you give a 10 then it means that there is really no room for improvement (but there is always room for improvement) and I think surveys/performance reviews are important tools to get feedback and improve. Then build a plan and act on it so if you got a 7 then maybe next time it will be a 9. If one expects a 10 all the time why bother ?

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Summest

· #12 · Nov 2, 2014

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r.johnson said:
ok thanks for the heads up

because my friend bought a ILX for a bit over a week and she told me she got a call from acura but forgot to pick it up. i presume its about the survey, so i was thinking should i be expecting one so soon too.....

i have a tendency to hang up on my cell phone calls if its from an unknown phone number lol

I believe the area code is 989. My salesman told me they attempt to call you 23 times. Unfortunately, they called my house after I left for work and called me at work before I got there. They don't leave a message. When I saw the 989 number come up, I picked up the phone right away. I told them about the issue I had at the time, but otherwise I said I was very happy. I still am happy.

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