[calbears]

Originally Posted by SoCalJon

I’m not a big fan of anyone asking for a good rating on a survey. The survey is a tool to help you spot problems early on… before they become major. A good organization wants honest surveys so they can be better at what they do. Don’t tell me how important it is that I give you a “ten,” show me how important it is by the manner in which you serve the customer.

the survey is only about the client advisor and if you give a score less than 9 you are hurting the client advisor and that can lead to sever consequences for the client advisor. The survey has nothing to do with the vehicle itself. Use the comments section for that

[SoCalJon]

Originally Posted by calbears

the survey is only about the client advisor and if you give a score less than 9 you are hurting the client advisor and that can lead to sever consequences for the client advisor. The survey has nothing to do with the vehicle itself. Use the comments section for that

Right. I either didn’t communicate well, or you didn’t understand. I’m not suggesting using the survey to review the vehicle.

The CA shouldn’t be asking for a good rating with their words. They should be asking for a good rating by their actions.

I bought from a dealership that is clearly understaffed… or ill-equipped to communicate well with customers and follow up on communication. They reminded me how important the survey was. I used the survey to communicate how poorly the staff communicated and did follow up. The owner(s) of the dealership needs to know there is a problem, or they can’t fix it.

[calbears]

Originally Posted by SoCalJon

Right. I either didn’t communicate well, or you didn’t understand. I’m not suggesting using the survey to review the vehicle.

The CA shouldn’t be asking for a good rating with their words. They should be asking for a good rating by their actions.

I bought from a dealership that is clearly understaffed… or ill-equipped to communicate well with customers and follow up on communication. They reminded me how important the survey was. I used the survey to communicate how poorly the staff communicated and did follow up. The owner(s) of the dealership needs to know there is a problem, or they can’t fix it.

Again, use the comments for that. And you are correct that it should be based on actions, but don't screw them on the score for that. Use the comments for that.

[SoCalJon]

Originally Posted by calbears

Again, use the comments for that. And you are correct that it should be based on actions, but don't screw them on the score for that. Use the comments for that.

Are you kidding me? I'll fill the survey out however I darn well please.

If they didn't call or email me back when the promised, they're getting a low score. How else will anyone counsel them to improve?

If you give me a 5-level of service, you're getting a 5. I don't care if it means you lose a bonus or your job... you're not getting a grade you didn't deserve. Sheesh.