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Dealership Experience Survey

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rw4363

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Washington state
Are there any insiders that know why the "Dealership Experience Survey" is so important? My dealer seems very focused on it and is willing to jump through hoops to get 10's on the survey.
 
These surveys earn the Dealer money...they need these surveys to maintain the privilege of being a dealer. If they score low...they can lose the dealership status.
 
Basser53 said:
I recieved a free tank of gas for being critical on one.
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worked for a dealership almost 20 yrs ago...they sold a Demo 3/4 ton one of the managers was driving...he hit something on side of the bed, they fixed it and never disclosed it when it was sold...guy showed back up a couple days later ready to take some names...they ended up giving him over $1k in accessories in return for not filling out the survey negatively
 
I unintentionally skipped one, it went to spam in my email, and the dealer who did the work (tequila bottle story if anyone remembers) actually called and asked if there was any reason I hadn't filled it out, etc. I said I never got it, yadda yadda, and the guy actually told me if I'd be willing to try and find it he'd email me a $50 Amazon gift card upon completion.

Figured he was full of ****, but the service I got was 10/10 and I did find the email rather easily. And low and behold, I did get my giftcard shortly after submission.

Worked out for me.
 
When I picked my truck up at the dealer it was missing the box with the trailer surround cameras. I had them put it in writing that they owed it to me. I received a call a couple of days later saying they ordered it but it was on national backorder so it would probably be months before it came in. That was last week. I was going to wait till the last day to fill out the survey. Dealer called me yesterday to tell me they had the cameras and offered to Fedex them to me.

Second purchase I've made from this dealer and both times the service has been great.
 
I took my truck to the dealer for its first oil change. the service rep went out of his way asking almost begging for a 10 on the review. the oil change meter was not reset and the oil change sticker in the window said 3000 miles until the next change. most synthetic oil is good for 5000 mi and this truck is 15000 according to the manual I will never go back unless i have to
 
It is all about money. Dodge pays the staff for perfect reviews. Something to the tune of 20 or 30 bucks each, based on volume.
 
CSI is a key focus for all manufactures. If you notice the surveys are written like they could be part of a JD power questionnaire for a reason. The dealer itself can gain or lose large amounts of money based on the surveys. They usually pass this down the line to employees. A tech for instance that has low CSI may make less per flag hour or lose bonus. A sales associate may make a lower percentage and or lose bonus money. JD powers has done a great job of selling themselves and this is the net result. If you didn't know anything except a perfect survey is a bad score to a dealer. If you have a minor issue there is a comment section near the end, you can score the dealer with all 10s and write anything you like at the end. Most GMs read every survey that has a response and they post each morning about 5 am so they get the news first thing in the day. If you don't get a survey the odds are your email was removed because they anticipate a bad survey.
 
I have bought 4 new jeeps wrangler rubicons and a new ram power wagon since 2013 and have never received a survey, I know they have my email because I get service department offers and emails telling my service is due..Never really gotten great service after the sale either. 3 of the vehicles were from different dealerships and the Ram and one jeep were from the same dealership.
 
Yep. My sales guy told me it would be coming and anything less than a 10 was considered a zero. Gave me his personal cell and told me to call or text if I had any issues at all and he would personally see that they were taken care of.
Haven't had to at this point but he seemed serious about it.
 
I'm a salesperson and it has a large effect on the dealership. The biggest is the dealerships with better survey scores get more allocations, and that is very important right now. Secondly, we get paid for every new unit we sell from Stellantis, and if our scores drop we do not get the money. Just give 10's, and let us know about the problem, and we will work something out with.
 
HRQueen said:
I'm a salesperson and it has a large effect on the dealership. The biggest is the dealerships with better survey scores get more allocations, and that is very important right now. Secondly, we get paid for every new unit we sell from Stellantis, and if our scores drop we do not get the money. Just give 10's, and let us know about the problem, and we will work something out with.
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yea right. You may as well have written just give us 10's and we will screw you over any way.....we just want the 10's..here is a novel idea how about giving 10+ service right from the get go and call it good...
 
I gave less than 10 on the last 2 surveys I received. 1st one was the valve body recall the tech left me 1.5 quarts low of trans fluid. They did end up making it right by delivering the fluid to my house but I basically had to beg the guy on the other end of the phone to do so. He at first wanted me to call Ram and request a tow. I had a camping trip the next day and needed the truck.
2nd time I had a 2pm appointment to come in and they didn’t even move the truck until 3:15 and then it took another hour for a simple 15 min fix. Get your **** together and I’ll give ya a 10
 
jadmt said:
yea right. You may as well have written just give us 10's and we will screw you over any way.....we just want the 10's..here is a novel idea how about giving 10+ service right from the get go and call it good...
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jadmt said:
yea right. You may as well have written just give us 10's and we will screw you over any way.....we just want the 10's..here is a novel idea how about giving 10+ service right from the get go and call it good...
Click to expand...
I’m not out here to get anyone, but if you don’t give 10’s you do take money away from me.
 
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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No one is taking money away from you if you haven’t earned it. It’s money on top of what you make already. That’s like a server asking me for a 20% tip before I even ordered (or after they gave me sh*tty service)

Where do you work so I can not buy a vehicle there?
 
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