DEALERSHIP EXPERIENCE - Do You Give Straight 10s?

wayoflife

wayoflife

Administrator
Staff member
For those of you who aren't aware, giving anything LESS than 10s across the board on a dealership experience review is pretty much like giving them a big fat ZERO. Of course, if they do provide you with excellent service, it's always nice to help them along with the bonus that they'll get from your 10 review but if you get, "just okay" service or worse and you let Stellantis know, your dealership WILL also know you are the one who dinked them. And trust me, I speak from experience on this.

So, my question to those of you who participate in providing dealership experience reviews, do you give straight 10s across the board like so many of them pretty much implore you to do and if only to stay in their good graces? Or, do you give honest reviews and in spite of any retaliation and or retribution you might experience in the future?

Would love to hear what your thoughts are on this.

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I worked at the dealer when this first started. It sucked. My commission was dependent on my scores. I was a service advisor. If a tech left a dirty footprint on the floor, customer gives a shitty survey, my pay was affected. Our pay was 3.5% to 6% of parts/labor. All commission. So if you sold 100k, 3.5 is a lot less money than 6. We educated our customers to make sure they filled out these surveys well. If they didn't want to, we told them to come see us so we could make it right.

So for me as a customer now, if that advisor is doing their best, I always give perfect scores. If there's an issue I will call them. If the advisor is a dick or I can tell doesn't care, I'll fuck them on a survey for sure.
 
WJCO said:
I worked at the dealer when this first started. It sucked. My commission was dependent on my scores. I was a service advisor. If a tech left a dirty footprint on the floor, customer gives a shitty survey, my pay was affected. Our pay was 3.5% to 6% of parts/labor. All commission. So if you sold 100k, 3.5 is a lot less money than 6. We educated our customers to make sure they filled out these surveys well. If they didn't want to, we told them to come see us so we could make it right.

So for me as a customer now, if that advisor is doing their best, I always give perfect scores. If there's an issue I will call them. If the advisor is a dick or I can tell doesn't care, I'll fuck them on a survey for sure.
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This. If if didn’t get all tens I missed out on half my pay. Regardless if the sales portion was given a perfect score, if my finance manager selling all his BS warranties pissed off my customer it was me not getting paid for it.
 
To be honest I’m not a survey guy but if they give great service then I will for sure. Other than that I never really complain I just go to a different dealer. It’s hard to find good help these days and people that actually care about their jobs!
 
I always give an honest review seeing as that is what they asked for. Only 1 time have I left a negative review and they deserved it. Most of the reviews I've given have all been good and those companies I also recommend to others.
 
WJCO said:
I worked at the dealer when this first started. It sucked. My commission was dependent on my scores. I was a service advisor. If a tech left a dirty footprint on the floor, customer gives a shitty survey, my pay was affected. Our pay was 3.5% to 6% of parts/labor. All commission. So if you sold 100k, 3.5 is a lot less money than 6. We educated our customers to make sure they filled out these surveys well. If they didn't want to, we told them to come see us so we could make it right.

So for me as a customer now, if that advisor is doing their best, I always give perfect scores. If there's an issue I will call them. If the advisor is a dick or I can tell doesn't care, I'll fuck them on a survey for sure.
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Same but was in sales. Sales manager tought us to tell folks to give us tens but even if they couldn’t to go ahead and fill out those surveys cause we get a bonus for EVERY ONE RETURNED. Well as it turned out this was the right thing to say. If we were gonna get fucked on the survey the customer would toss it in the trash. We had perfect scores and I can guarantee you we weren’t perfect customer service.
 
When I was a service adviser they started this with mail in surveys. I’d tell all my customers to bring the survey to me and they’d get a free oil-change (we had a CSI opp code for that) and then I could fill out the survey and beat the system.
When they went to email, I’d be able to see who was going to get one and I’d just make a new account and change the email address… meant I had a ton of fake email addresses but, also made sure I couldn’t get fucked over because we ran out of free coffee at 3:30 in the afternoon.
With my wife’s Raptor still being under warranty we have to deal with an actual dealership and I’m very careful with how I grade a store.
Basically if they just did the job and didn’t fuck up or dick me around, they get 10’s across the board because I know that could mean the difference between someone making their mortgage or not.
If it sucked… I don’t say anything until my next visit.
 
RESURECTIONJK said:
When I was a service adviser they started this with mail in surveys. I’d tell all my customers to bring the survey to me and they’d get a free oil-change (we had a CSI opp code for that) and then I could fill out the survey and beat the system.
When they went to email, I’d be able to see who was going to get one and I’d just make a new account and change the email address… meant I had a ton of fake email addresses but, also made sure I couldn’t get fucked over because we ran out of free coffee at 3:30 in the afternoon.
With my wife’s Raptor still being under warranty we have to deal with an actual dealership and I’m very careful with how I grade a store.
Basically if they just did the job and didn’t fuck up or dick me around, they get 10’s across the board because I know that could mean the difference between someone making their mortgage or not.
If it sucked… I don’t say anything until my next visit.
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Honestly my jeep dealer guy didn't hear me out on what i wanted and after running prices and stuff he ended up bringing in 2 other guys to try and sell me a jeep I didn't want a they were very aggressive on the sale that I got weirded out and I said ok I have to go .I have aaaamazing credit so that wasn't the problem.i ended up going else where amd they were greatly dealer ship I'd give a 2 and that's because they gave me a soda but the other dealer I did give a good report and I posted pics of me off roading hahahah right after I got him on there site.
 
I never realized how much pay is attached to these surveys and how one shitty person can affect the pay of the person that actually did 99% of the interfacing. It's bullshit that they tie pay to this, surprised there hasn't been any litigation over something that IMO should not have any effect on pay.

If they are truly trying to get input to improve things, that's what it should be used for and not affect a person's pay.

I've always ignored them; the one time I filled one out was because the service advisor was a dick and wrote up the repair order wrong as to keep it off warranty coverage and the work done was shitty as hell.

I got a call from the GM and sorted out the refund and warranty claim however, the service advisor was a worse dick afterwards, so I filled out another honest response and never returned to that dealer.

Now that I know this, if the person was decent and I could tell was putting forth the effort, I'll fill it out... and not ding them because the finance person pissed me off.
 
The crummy dealerships do not seem to request surveys. I will be honest with all survey questions. If someone treated me kindly and intelligently, then the starting point is a 10 and they can only lose points due to poor service. If I was not even welcomed, then the starting point is a 7 and they would need to earn points in some other way, such as otherwise performing the service perfectly.

For the first Jeep Wave service visit at the shit-hole dealership where I bought my Jeep, they lost a tire valve cap and I had to drive back to the dealership to get a replacement. There were other problems too. But they did not request a survey from me.

If the survey is important to pay, then they should fire the incompetent employees. But at a shitty dealership they are likely already the employer of last resort.
 
This whole review thing is a sham so I never bothered filling them out unless they went above and beyond and I'd give them all 10's..
Knowing that the owners rig the tech's pay to this makes it even worse. I know the owner of our local Jeep dealership and let's just say I'm over giving them business. I donated to his retirement fund to the tune of $2200 in two visits where they failed to even come close to fixing our JL's electrical issues. Wasted all Summer chasing this and finally went to another dealership 30 miles away based on recommendations and they had the issue diagnosed and fixed in 2 goddam days. I'll now avoid the previous dealer like the plague even though the owners brother and I are good friends. This is the second time I've been burned there and I'm done. Tempted to go dig that survey out of my email trash and send all zeroes
 
Ddays said:
This whole review thing is a sham so I never bothered filling them out unless they went above and beyond and I'd give them all 10's..
Knowing that the owners rig the tech's pay to this makes it even worse. I know the owner of our local Jeep dealership and let's just say I'm over giving them business. I donated to his retirement fund to the tune of $2200 in two visits where they failed to even come close to fixing our JL's electrical issues. Wasted all Summer chasing this and finally went to another dealership 30 miles away based on recommendations and they had the issue diagnosed and fixed in 2 goddam days. I'll now avoid the previous dealer like the plague even though the owners brother and I are good friends. This is the second time I've been burned there and I'm done. Tempted to go dig that survey out of my email trash and send all zeroes
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Unfortunately, some times it takes time and pain to realize that the dealership you have been going to (for convenience) is staffed by employees who are clueless, or don't give a shit, or have been instructed to rip off the customer.

I had a sales manager tell me that the letter (on corporate letterhead) I had in my hands and signed by the former top executive was invalid because he no longer worked there. The letter promised me with some free oil changes / tire rotations. Eventually I got through to him and I did get the service which was promised, but tied to their business rather than being MOPAR service which coud be done at any Jeep dealership.
 
I give 10's across the entire survey if they deserve it, otherwise I just ignore it.

I can think of a handful of survey stories from my days in the car business. One of my favorites is of this old-timer who sold a lot of cars, but he was old school. If he thought his customer was going to bomb the survey, he'd grab someone who might be slumping in sales, or new, and have him/her do the delivery saying for whatever reason he couldn't be there. If that customer got the survey, it was assigned to the delivering sales person. 🐍
 
I'm done giving out perfect scores if they are not deserved. I don't always get the reviews I think I deserve every review quarter. There are some dealerships that are shady in that they won't send out a review. I visited a dealership last month and they never sent a review at all. As a matter of fact, the service writer accused me of changing the wrong sparkplug/coilpack then ghosted me when I sent him pictures of the correct cylinder. I have been pondering writing to Chrysler customer service and showing the proof of my work and the text messages that all of a sudden showed undeliverable. All this because I would not allow a $700 charge to remove/replace the upper manifold so that they could "investigate" the problem further with a probe.
 
Honest reviews, and I always say in the comments that the dealer stated perfect 10s or it's considered a poor review.

I hate getting surveys, and ignore most. I replied to the last Mopar one on a warranty fix after the 3rd reminder. I didn't rate the dealer, but filled out the comments and said to stop nagging/spamming me to fill out reviews.
 
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