[CC_Marauder]

What doesn’t make sense to me is the way the surveys are rolled out to the companies/employees. I’m sure someone from the manufacturer says “do not coach for 10s”, followed by making the consequences to <10 scores so severe everyone has to coach towards a 10. So what the heck does Honda corporate get out of a bunch of fake ratings? Honda is spending actual $$$ to obtain this data yet it is all fake / not accurate data, what a waste of money on Hondas part.

You have common sense.

Kudos

 

[Chief65]

What doesn’t make sense to me is the way the surveys are rolled out to the companies/employees. I’m sure someone from the manufacturer says “do not coach for 10s”, followed by making the consequences to <10 scores so severe everyone has to coach towards a 10. So what the heck does Honda corporate get out of a bunch of fake ratings? Honda is spending actual $$$ to obtain this data yet it is all fake / not accurate data, what a waste of money on Hondas part.

Yea I ignore the dealer's bs on this. This is supposed to be between the customer and the manufacturer with the intent to find out how well the dealership is representing the brand. It is taken very very seriously by some manufacturers, I believe they sent someone directly from Audi to the dealership to review what I was on about. I remember at my first scheduled maintenance nothing was mentioned about Audi Care which I had purchased as the prepaid scheduled maintenance plan. When it came time to pay I had to remind them I had Audi Care. After the visit when I filled out that survey I said the dealer should be telling me I have Audi Care, I shouldn't even have to tell them. From that point forward they always mentioned it, I see you have Audi Care so there's no charge. Mission accomplished, the dealership was better for it in the end because they made changes but trust me it puts the fear of god into some of them especially with the premium brands that don't allow other dealers to be within a fairly large proximity. They don't want to lose that brand under any circumstances. If you want good customer service take the time to fill out your surveys.

 

[CC_Marauder]

Fill them out honestly. If you don't like your service writer, ask for another one. YOU are the boss in the relationship.

I also tip my preferred service writers with coffee/tea gift cards just to keep me fresh in their minds when I ultimately call on them with future questions or appointment requests. The best $5 to $10 bucks you'll spend over time.

I also get the name of the mechanic and try to get the service writer to slip a GC to the mechanic that did a good job for US. Its a team effort. I ask for the mechanic name so the service writer knows that I just may follow up directly someday with the mechanic to see if they ever got the GC I sent their way.

I'm way past my first rodeo on doing things this way.

 

[ballisticexchris]

Fill them out honestly. If you don't like your service writer, ask fit another one. YOU are the boss in the relationship.

100% spot on!!

I was super happy with the sales manager and sales staff. I did almost the whole transaction over the phone with the exception of test drive/deposit then next day payment and my own PDI. They got a 10. The price was fair and the sales manager was very transparent and honest

For the service department I gave them a 10 as well and an explanation of how accommodating they were letting me do my own PDI and putting it up on a lift for me. The truth was I could tell the service manager was not happy with me. And I don't blame him. I would not like a customer coming into my shop and redundantly double checking something my techs have already done. In the end I was allowed to knock out both the factory PDI check list and my multipoint inspection I brought with me.

My biggest issue was the finance punk piece of crap. Even after insisting more than twice I was paying balance with cashiers check he tried to sell me that phony extended warranty BS. He was attempting to fear me into getting it stating how expensive the electronics repairs would be down the road.

You better believe I indicated on the survey how unhappy I was with him. In detail!! I cannot stand being lied to and will not put up with it when making a vehicle purchase.

 

[PAS-SPORT]

Do not answer surveys.

 

[SlapahoInjun]

I'm sure like many when you take your car to the dealer, they tell you that you will get a survey and they MUST get 10 out of 10 to get recognition from Honda, etc. I realize this how the industry has been pushed into providing ratings for dealers that sometimes are just not true. Long story short, I gave them an 8 out of 10 on an overall and 10 out of 10 on how the service manager treated me, among other 8's, 9's and 10's, depending on the topic being rated.

Well, this is where I'm looking for advice. I took my car in on Friday and when the service manager pulled up my account, they had put a pop-up and a comment on my customer profile that said "Customer didn't give good survey ratings and that I am very picky". I was floored to see that there is a note and the service manager didn't realize that I had read it. Picky perhaps being they didn't inflate my tires after they rotated them. I knew because I have aftermarket tires and the tire pressures were inverted when I checked them after I left. I returned to have them correct the inflation. It's part of the service and recommendation, not being picky. Now I don't trust the ONLY Honda dealer near me by at least an hour and is this on my Honda profile everywhere?

What would you do if you knew you had this happening to you? I want to approach this tactfully.

I refuse to go to the Honda dealers - too often I e had my lug nut stripped or the oil drain plug stripped. F them. I can maintain my own pile of crap! I’ve got a 21 passport . Love the vehicle but the maintenance / fluid changes required are pretty ridiculous and the fees at the $Tralee ship are laughable. Next vehicle will not be a Honda.

 

[Tom_N_KS]

It happened to me at other dealerships (asking for 10 of 10 ratings). To me, when someone asks/begs for a 10 of 10 rating it means the whole system of evaluation is broken and therefore useless to me and to the organization.

 

[Type34]

As some of you have stated, the survey structure is what is ridiculous/lame. I'm not educated on why the automotive industry has adopted the "10 or bust" approach, but I know it exists and have used it to my advantage.

For example, we had an appointment to acquire our Passport - all numbers were agree upon via email and it was a sign-and-go situation (as I've done many times through many dealerships). We were coming from my older son's baseball game and we baked in some extra time in case there were delays. The dealership was short-staffed and it took forever to get to Finance. My kids were toast and my wife was seriously ready to walk out.

I made sure my salesman knew the frustrations and he read the scene. The Finance advisor (when we finally got in) was awesome and got us in and out super fast. Then my apologetic salesman presented us with a free cargo tray for our troubles. He was a seasoned salesman and knew what to do. I told him that saved the experience.

If you're not happy with the sales experience, let them know real-time and hopefully they can make it right.

A few of you mentioned service experience, that's a different animal. There's less of an industry norm on ratings (as compared to sales) and often times it's the Wild West with service performance with some of these dealers. Rip away.

 

[ballisticexchris]

It happened to me at other dealerships (asking for 10 of 10 ratings). To me, when someone asks/begs for a 10 of 10 rating it means the whole system of evaluation is broken and therefore useless to me and to the organization.

I’m sure someone from the manufacturer says “do not coach for 10s”, followed by making the consequences to <10 scores so severe everyone has to coach towards a 10.

This is a strange thread in regards to those that are commenting on actually being asked to give positive ratings. My dealership did not even hint at asking me for a rating on the survey. Nor have I ever experienced any entity "asking for a good rating". I purchased my vehicle, got the survey in the mail and Email and answered honestly. Same with hotels.

The only catch is if I give less than a 10 they ask why. I then answer honestly.

 

[PNWGarageDad]

Retaliation in all areas of business is possible, and seems to be a way to "stick it to them".

This is true and makes me lol, let's say it was a cook that got a bad review and when he cooks your next meal , you wonder why it smells like sweaty ballz. 😂🤮

 

[CC_Marauder]

Oh, oh...someone said "shweddy balls"...

 

[Photo-grl]

Why did you purchase you Passport? Did you not check it over carefully and do your own PDI before taking delivery?

I don't mean to sound callous. However, as any owner putting out close to 40K cash, you should have darn well went over this vehicle with a fine tooth comb to insure its quality meets your standards. It's a disservice to Honda and other customers to purchase a vehicle without the due diligence of full inspection, test ride and even independent mechanic looking it over.

And to then cry foul after taking delivery and driving it?

Who the hell takes a new car to an independent mechanic? Honda isn’t what it use to be with dependability.

 

[ballisticexchris]

Who the hell takes a new car to an independent mechanic?

I'll takemine to the dealer and independent shops for service and repair. Or just do the work myself as my body and time will allow.

Honda isn’t what it use to be with dependability.

Sure it is. As long as the owner maintains it, there is no reason to not get 300,000+ miles/15+ years out of it. The root cause of virtually every major premature component failure and repair is nothing more than the owners lack of vehicle care.

 

[Chief65]

This is a strange thread in regards to those that are commenting on actually being asked to give positive ratings. My dealership did not even hint at asking me for a rating on the survey. Nor have I ever experienced any entity "asking for a good rating". I purchased my vehicle, got the survey in the mail and Email and answered honestly. Same with hotels.

The only catch is if I give less than a 10 they ask why. I then answer honestly.

I've definitely had it happen, not with Honda yet because I haven't been sent any survey from them yet even though I was told they may send me one. Another interesting twist with the Audi surveys was they added as a question on the actual survey itself asking if you were asked by the dealership to give all 10's. I don't know how common that is as a question, I forgot if Land Rover had that on there too. They did not pressure me for 10's at LR. I guess it's probably different everywhere.

 

[Chef Duane]

Oh, oh...someone said "shweddy balls"...

Not to mention Betty White's "Dusty Muffin"...

NPR Delicious Dish: Dusty Muffin - Saturday Night Live - YouTube

 

[Lawful Evil]

I got one of those surveys, I was happy with my purchase so I thought I was giving a good review. I answered it with what I thought was fair and objective. The salesman left a voice message freaked out I did not give him 10/10 almost in a panic.

 

[RacinRamundo]

Hey, you worked hard for your money, and you paid good money, you'd expect a well put together car, maintenance no exception! its not a negotiated price, tire rotation should include the stated manufacture inflation rate unless stated otherwise by you, the customer! And yes that includes lug nuts torque to factory specs! At this stage of the game I could care less what the dealer thinks of my opinion on the service performed.

 

[PNWGarageDad]

Seems lots of 1st and 2nd posters are coming out on this topic. Can we get a bot check? 🧐

 

[Type34]

Can we get a bot check? 🧐

Here.

 

[BlackCarsOnly]

CSI is not just a survey.

These days we are inundated with surveys, BUT dealership surveys have been around for much longer than the internet, and they are the Life Blood of all car dealerships, and all manufacturers use them. These manufacturer surveys are no joke, and are how the manufacturer keeps track of how dealers are treating the manufacturer's customers.

The manufacturer's survey in regards to dealership performance is called, CSI (Customer Satisfaction Index). Keeping a dealer's CSI high is very, very important to the dealership. It can literally make or break a dealership.

Dealers who achieve High CSI scores get a better "floor plan" which can affect the amount of interest a dealer pays on vehicles in their inventory. It can affect the dealers ability to acquire high demand cars in their inventory, and certainly affect most cash bonuses in most departments, and many other aspects. In the end..it lays HEAVY on the Dealer Principal (The President) who has to bare the shit-storm poor CSI will cause. It's a tremendous source of pressure on all staff; as you know, poop likes to roll downhill.

In short CSI is huge to the dealership, and the CSI survey....is not taken lightly in the dealership world; regradless of which manufacturer, because they all have it.

When they made a note about a poor CSI rating on your file, it's because they are scared shitless, and the manufacturer expects that dealership to "turn your opinion around," which should benefit you.

Hope this puts CSI surveys into perspective.