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Dealership Experience Survey

In the Toyota(94-99) days we won the region for top CSI in service. They chartered a bus and took us all 300mi to a Seahawks game in the King Dome. Got to do this twice, had to POUR us out of bus upon arrival in Seattle. I must assume there was some financial incentive for the Owner of dealership in winning this? Was really a big push to keep those numbers up around there!
 
Fellas, I've been dealing with a truck delivery issue for a month and a half .... no information available from the dealer because they don't get it from Stellantis. Common story these days. My dealer told me that rating less than a 10 costs them money. They're just average people trying to make a buck but are at the mercy of the higher ups .....

Rate a 10 and put whatever you want in the comments section. THAT gets you the attention you want without your sales person losing out.

Just my $0.02
 
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HRQueen said:
I’m not out here to get anyone, but if you don’t give 10’s you do take money away from me.
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earn a 10 and get a 10..If you don't deserve a 10 I will not give you a 10 I really do not care if you get paid or not...if you deserve a 1 that is what I would give. What incentive do you have for doing a stellar job if all you have do is simply show up for work and get a 10.....on flip side when you or your dealership do a poor job you are in fact taking money from me and it is money I gave you in the first place....
 
OuterUB said:
Fellas, I've been dealing with a truck delivery issue for a month and a half .... no information aailable from the dealer because they don't get it from Stellantis. Common story these days. My dealer told me that rating less than a 10 costs them money. They're just average people trying to make a buck but are at the mercy of the higher ups .....

Rate a 10 and put whatever you want in the comments section. THAT gets you the attention you want without your sales person losig out.

Just my $0.02
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if you have not received your truck why have you gotten a survey? I would not fill it out until I could evaluate the dealership.
 
jadmt said:
if you have not received your truck why have you gotten a survey? I would not fill it out until I could evaluate the dealership.
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Dealers do weird sh!t. I once test drove a truck and we talked about a deal but didn’t come to one.

The next day I was flooded with emails about my new truck and my Sirius xm trial and my onstar trial etc they’d put me in the system as the owner already
 
jadmt said:
if you have not received your truck why have you gotten a survey? I would not fill it out until I could evaluate the dealership.
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That's a good question. I've actually received three .... the original as well as two reminders.

If I had to guess I'd say that was because even though I haven't taken delivery yet (stuck on a rail car) it was registered to me at the dealer on January 19th so as far as Stellantis is concerned I've got it.
 
Had dinner with my family at 5 Guys. They want a 5% tip from the get go at the time you order. So I obliged. We got our own drinks, food took forever, had to pick it up from the counter, two of the 7 burgers were wrong, back up to the counter, more waiting, then bus your own tables. Not really sure what the tip was for???
 
Jsboening said:
Had dinner with my family at 5 Guys. They want a 5% tip from the get go at the time you order. So I obliged. We got our own drinks, food took forever, had to pick it up from the counter, two of the 7 burgers were wrong, back up to the counter, more waiting, then bus your own tables. Not really sure what the tip was for???
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according to some people here, if you didn’t tip them, you would be taking money out of their pockets. Lol
 
Rockcrawlerdude said:
according to some people here, if you didn’t tip them, you would be taking money out of their pockets. Lol
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Not exactly. In this case there were multiple mistakes made by the people directly involved and for this reason pre-tipping is never a good idea. If we're talking about a dealer, specifically sales guys, it is beyond their control 95% of the time. I've known my sales guy for four trucks now, and the sales manager for two. These guys are solid and the system is kind-of geared against them.
 
OuterUB said:
Not exactly. In this case there were multiple mistakes made by the people directly involved and for this reason pre-tipping is never a good idea. If we're talking about a dealer, specifically sales guys, it is beyond their control 95% of the time. I've known my sales guy for four trucks now, and the sales manager for two. These guys are solid and the system is kind-of geared against them.
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I think the original comments are for those sales guys that are not responsive or transparent. Yes, there can be constraints on the Stellantis side. But, the salesman is the face to the customer. If they are not providing good customer service, then they probably don't deserve the 10s or $$.
 
IowaPW said:
I think the original comments are for those sales guys that are not responsive or transparent. Yes, there can be constraints on the Stellantis side. But, the salesman is the face to the customer. If they are not providing good customer service, then they probably don't deserve the 10s or $$.
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100% sir. Never reward bad service but be sure who owns the disdain.
 
I never received a survey even though the sales guy made a big deal out of it. Probably because he knew I was not happy about a couple of things.
 
I made the mistake of giving a Service Department all 9's not knowing I was taking money away. The Service Writer really let me know how disappointed he was in me for the low score. I told him nobody is perfect including myself, there is always room for improvement. I never give anyone all 10's unless it's deserved from the entire team. Sorry I guess that makes me a jack--f.
 
DammitDave said:
...... Sorry I guess that makes me a jack--f.
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I don't know if I'd agree with THAT sir, but as my wife says .... "Fair is not always Equal" and those on the lower levels who depend on the scores to top up their pay a bit lose out. Follow the money and you'll see that the higher ups are somewhat insulated from these methods of remuneration.
 
DammitDave said:
I made the mistake of giving a Service Department all 9's not knowing I was taking money away. The Service Writer really let me know how disappointed he was in me for the low score. I told him nobody is perfect including myself, there is always room for improvement. I never give anyone all 10's unless it's deserved from the entire team. Sorry I guess that makes me a jack--f.
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The service writer, instead of letting you know how disappointed he was should have asked you what did he and his team need to do to earn 10's from you. If you had realistic expectations then he/she should strive to meet those expectations. Realistic is the key word for me.
 
Some people have forgotten that the whole point of the surveys is to make sure the customer has a fantastic experience.

The surveys are to protect the customer not the dealer.

Any boo-hooing I hear about it from dealers goes in one ear and out the other. I just don’t care.
 
Rockcrawlerdude said:
Some people have forgotten that the whole point of the surveys is to make sure the customer has a fantastic experience.

The surveys are to protect the customer not the dealer.

Any boo-hooing I hear about it from dealers goes in one ear and out the other. I just don’t care.
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Ever had an unrealistic performance review based on absolutely ridiculous metrics with your compensation tied directly to it ?
 
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