DEALERSHIP EXPERIENCE - Do You Give Straight 10s?

From my experience customer surveys never affected me as a tech. All of my dealership surveys were advisor or sales related.

My pay obviously depended on people buying work. The better work I did the more likely they would come back and do more routine maintenance items which were easier to make money on.

I went to my former dealer for parts for a side job the other day and man were they slow. Guys were struggling to get to 40hr pay weeks with how little work was coming in and the types of jobs that were in the door. Basic oil changes don’t pay the bills
 
Ruttin1 said:
Just bought a Jeep couple months ago. The sales guy was great. Gave him all 10s. The office manager was a dick and they screw you with a $320 document fee. I bombed him and said why.
Dude never looked me in the eye. Said everything to my wife. I hate that. Look me in the eye man!
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In most of our car/Jeep purchases the dealership has tried (or succeeded) with screwing us over during the final purchasing process. For example "forgetting" to include the promised $2,500 discount, or secretly adding things to the purchase documents. Luckily, we did catch the underhanded tricks 3 times before paying. Once I was requested to sign the purchase document in advance (for purpose of qualifying for a loan) and the very christian salesman (with a crucifix on his desk) modified the document after I signed it to include an add-on service warranty.

You need to pay close attention, and request to examine every detail of the purchase documents before signing/paying. Chances are very good that they have added extra charges (things which are very profitable to the dealership) without mentioning it to you.
 
It depends. If I am going to respond and I have issues I take the time to actually give reasons when there is a space to do so. I don't just mark a low number without being able to explain what my issue is. If they don't provide boxes to type in, I don't respond at all.
 
OverlanderJK said:
I don't really understand the 1-10 surveys anyway. Like what's the difference between and 7 and an 8 or a 3 and a 4? It should be satisfied or not. If not, why?
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DirtHeadDavis said:
Completely agree. For my sales surveys it was 5 categories and all out of 10.

I could get

10/10
10/10
10/10
10/10
9/10

And wouldn't get paid.
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It really is bullshit.
 
I think the thing that pisses me off the most about these stupid surveys is that the dealership in question is told who gave them the less than 10s across the board review and from personal experience, I can tell you that they WILL hold it against you. In my case, it lead to them flagging one of my Jeeps so that I could no longer get legitimate warranty work done on it. It took a LOT of work but I was eventually able to prove to Chrysler that the flag I got was retribution from the dealer and for the review I gave and the flag was eventually removed but holy hell, what a pain in the ass that was to do.

With all that said, I recently had a dealership experience that left me feeling like I should leave an honest review that was far from scathing but definitely not an all 10s across the board. And, that's why I started this thread - to see what you guys thought. Was it worth doing? Would you give 10s anyway with the hopes of keeping you on the good side of your dealership or would it be better to just toss it in the trash?
 
wayoflife said:
I think the thing that pisses me off the most about these stupid surveys is that the dealership in question is told who gave them the less than 10s across the board review and from personal experience, I can tell you that they WILL hold it against you. In my case, it lead to them flagging one of my Jeeps so that I could no longer get legitimate warranty work done on it.
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That's nuts. Really fucked up.
 
wayoflife said:
I think the thing that pisses me off the most about these stupid surveys is that the dealership in question is told who gave them the less than 10s across the board review and from personal experience, I can tell you that they WILL hold it against you. In my case, it lead to them flagging one of my Jeeps so that I could no longer get legitimate warranty work done on it. It took a LOT of work but I was eventually able to prove to Chrysler that the flag I got was retribution from the dealer and for the review I gave and the flag was eventually removed but holy hell, what a pain in the ass that was to do.

With all that said, I recently had a dealership experience that left me feeling like I should leave an honest review that was far from scathing but definitely not an all 10s across the board. And, that's why I started this thread - to see what you guys thought. Was it worth doing? Would you give 10s anyway with the hopes of keeping you on the good side of your dealership or would it be better to just toss it in the trash?
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Trash it. Don't fill it out. It sounds stupid but not filling it out is better than a 9/10 to the dealership.

Edit: Unless you are actually pissed off at them lol. 9/10 is a failure for them.
 
WJCO said:
That's nuts. Really fucked up.
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Right? I don't think most people realize that the surveys are NOT confidential. Certainly, there is no mention of it being one way or the other and again, I know for a fact that they are not. Dealerships WILL retaliate and do whatever they can to stick it to you including killing your warranty which is something that will affect you at ALL dealerships.
DirtHeadDavis said:
Trash it. Don't fill it out. It sounds stupid but not filling it out is better than a 9/10 to the dealership.

Edit: Unless you are actually pissed off at them lol. 9/10 is a failure for them.
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LOL - that's just the thing, I'm not really pissed off, just felt like things could have been a little better. But, for the most part, I've always been happy with this dealership and so I think I'll just trash it.
 
wayoflife said:
I think the thing that pisses me off the most about these stupid surveys is that the dealership in question is told who gave them the less than 10s across the board review and from personal experience, I can tell you that they WILL hold it against you. In my case, it lead to them flagging one of my Jeeps so that I could no longer get legitimate warranty work done on it. It took a LOT of work but I was eventually able to prove to Chrysler that the flag I got was retribution from the dealer and for the review I gave and the flag was eventually removed but holy hell, what a pain in the ass that was to do.

With all that said, I recently had a dealership experience that left me feeling like I should leave an honest review that was far from scathing but definitely not an all 10s across the board. And, that's why I started this thread - to see what you guys thought. Was it worth doing? Would you give 10s anyway with the hopes of keeping you on the good side of your dealership or would it be better to just toss it in the trash?
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I agree about them flagging as retribution, I believe the only reason they did not repaint my Jeep under warranty is because I complained about the service advisor blatantly lying about previous work that should've been done under warranty on my 2018 JLU.
The GM called and tried to bullshit me on their reason, but I took it to Jeep Cares, and it became a whole thing with the dealer.

After that they denied my paint issues under all kinds of bullshit and Jeep Cares did the same thing... WTF does mileage have to do with a fucked up faulty factory paint job??

Surveys go in the trash.
 
wayoflife said:
LOL - that's just the thing, I'm not really pissed off, just felt like things could have been a little better. But, for the most part, I've always been happy with this dealership and so I think I'll just trash it.
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Either give them all 10’s and talk to the offending person or their direct supervisor or trash the survey, and move on.
 
NPC 6060⁸42 said:
Either give them all 10’s and talk to the offending person or their direct supervisor or trash the survey, and move on.
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yeah, in my experience, talking to them is a losing situation when they are under the pressure of fucking surveys that do nothing to improve service and you have dealerships that do not want to do any warranty work (I have no idea how the reimbursement works but guessing it's too much of a hassles that dealers don't want to deal with it).

IMO, the amount of money they spend on surveys and the absolute shit data that come out of them is driving this "get all 10's or don't get paid" from the top down. The data collected is 100% flawed as it's manipulated before it's even gathered; sure, they have their margin of error, but I bet it's nowhere near what they claim as it's all bullshit.

Just pay your employees for good honest work and fire the shitty ones, fuck the surveys.

The survey is your customer flow and repeat rate.
If you are busy with repeats and word of mouth referrals, that's your 10; if not, well... you don't need a fucking survey to tell you to change your practices.
 
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