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Author Discussion

Blib

25,207 posts

77 months

[news] 
Thursday 4th October 2012 quote quote all
What happens if one doesn't get a questionnaire? I bought a car a couple of weeks ago. The salesman told me several times that I'd get one and that it was important for him that I mark it high. Since then, nada.

In fact, I'd completely forgotten about it until I read this thread.

Ari

9,181 posts

95 months

[news] 
Thursday 4th October 2012 quote quote all
Don't worry, it just means that they consider your opinion worthless. smile

Blib

25,207 posts

77 months

[news] 
Thursday 4th October 2012 quote quote all
Ari said:
Don't worry, it just means that they consider your opinion worthless. smile
hehe

Zwolf

23,894 posts

86 months

[news] 
Thursday 4th October 2012 quote quote all
Robsti said:
What happens if you don't answer the questionnaires?
It varies. Anywhere between further follow-up from the manufacturer to find out why you won't return it to nothing at all as only returned, completed questionnaires count.

Blib said:
What happens if one doesn't get a questionnaire? I bought a car a couple of weeks ago.
Not everybody always gets one, especially around peak registration times - i.e. March & September - as there's only so many they can process in a given period etc. Once they've sent out the number they can handle, allowing for non-returns etc., they'll stop sending them out and start processing returns.

It may follow on later on, or nothing at all will happen as the following month is a new month/quarter. Manufacturers vary in their approaches according to the resources they have at their disposal.

AtticusFinch

3,112 posts

63 months

[news] 
Friday 5th October 2012 quote quote all
Robsti said:
What happens if you don't answer the questionnaires?
Generally a contract killer is employed wink



It all works on averages so not responding can be as bad as a poor score.

Remember you are marking the individual, if the brand/dealership screw up the salesman still takes it on the chin. Think about how they have handled problems and score accordingly
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squeezebm

2,246 posts

85 months

[news] 
Friday 5th October 2012 quote quote all
Recent experience with a merc dealer in say lincolnshire was a joke and the salesman was a lying turd (arent most) when they are not trying to speak in code,they are usually billy bullstting. We got what we wanted and the deal we wanted eventually ..... so we were happy. To then have see the salesman and his manager virtually grovel re the
survey was in itself laughable.

We decided not to fill it in and have been hounded by an outside agency ever since

do they have CS on the CS experience???


edo

14,080 posts

145 months

[news] 
Friday 5th October 2012 quote quote all
My (very large) employer (IT) uses a CS survey system called "Net promoter".

It isn't about high or low experience, it is about "would you recommend the company and its services and products to someone else?".

It is a lot more powerful if people pro-actively recommend your company than are just "happy".

They take the promoters and subtract the detractors, and you get a percentage.

It is also more about net improvement from quarter to quarter than outright score.

Roo

7,379 posts

87 months

[news] 
Friday 5th October 2012 quote quote all
Gary11 said:
750turbo said:
Absolutely, and this from a Renault Main Dealer!!!

Shocking.
Hence HPI have from this month introduced a scheme where by any insurance funded repair is listed on your HPI report with parts pictures and everything....Great 85% of all cars are now pogglers.
Just got a letter from HPI saying they've withdrawn crash data.

POORCARDEALER

6,588 posts

121 months

[news] 
Friday 5th October 2012 quote quote all
Roo said:
Gary11 said:
750turbo said:
Absolutely, and this from a Renault Main Dealer!!!

Shocking.
Hence HPI have from this month introduced a scheme where by any insurance funded repair is listed on your HPI report with parts pictures and everything....Great 85% of all cars are now pogglers.
Just got a letter from HPI saying they've withdrawn crash data.
I should think so too, was another nail in the coffin.


Just got my letter, quote


"Although the withdrawal of crash data is regrettable, the interests of our customers accross the motor, insurance and finance industries must always remain at the heart of HPI and Audatex products and service".


For once, common sense provails

Edited by POORCARDEALER on Friday 5th October 11:20

Gary11

3,848 posts

81 months

[news] 
Friday 5th October 2012 quote quote all
POORCARDEALER said:
I should think so too, was another nail in the coffin.


Just got my letter, quote


"Although the withdrawal of crash data is regrettable, the interests of our customers accross the motor, insurance and finance industries must always remain at the heart of HPI and Audatex products and service".


For once, common sense provails

Edited by POORCARDEALER on Friday 5th October 11:20
Amen to that,
All we need now are some customers FIVE dealers on our strip are closing in the next month!

POORCARDEALER

6,588 posts

121 months

[news] 
Friday 5th October 2012 quote quote all
Gary11 said:
POORCARDEALER said:
I should think so too, was another nail in the coffin.


Just got my letter, quote


"Although the withdrawal of crash data is regrettable, the interests of our customers accross the motor, insurance and finance industries must always remain at the heart of HPI and Audatex products and service".


For once, common sense provails

Edited by POORCARDEALER on Friday 5th October 11:20
Amen to that,
All we need now are some customers FIVE dealers on our strip are closing in the next month!
Franchised Gary?

Gary11

3,848 posts

81 months

[news] 
Friday 5th October 2012 quote quote all
POORCARDEALER said:
Franchised Gary?
1 franchise already gone,4 smaller independants though small long established (over 20yrs in some cases) lower volume sites just arent working on paper at present,auctions arent helping with the massive hikes in buyers fees.

Clivey

2,574 posts

84 months

[news] 
Friday 5th October 2012 quote quote all
Reading this thread makes me glad I'm not a car salesman. - The CS bks is utterly bonkers.

Whenever I've bought a car, my mentality has been "I'm buying the car, not the salesman." - All I want is a good test drive (not this once around the block nonsense) to make sure the car's for me then a price. If the car's what I'm after, in the right condition and at the right price, it'll sell itself. If not then sorry but you won't be selling it to me.

All I want from the salesman is for them to be honest, give me a fair deal and make the buying process painless. In return I'll be polite, honest and not mess them about.

The last chap I dealt with did this and got the sale. - I did haggle, and yes he had to speak to his superior to authorise the deal, but because he was able to do that, he had it sold straight away.

helmutlaang

400 posts

39 months

[news] 
Friday 5th October 2012 quote quote all
Hi, would someone please be so kind as to give a very rough ballpark figure on my car as a trade on please?

2006 A6 140tdi S-line.108k will FSH,all Audi bar last one.

Very good condition and really well specced.

Thanks guys!

seanh

104 posts

164 months

[news] 
Friday 5th October 2012 quote quote all
OK whilst on the subject of CS surveys, I clearly don't understand something. Why do satisfaction surveys ask the question about how likely I'd be to recommend someone else"? I'd say the chances of anyone I know expressing an interest to me about the product or service being surveyed is going to be next to zero. Even if the topic came up I'd probably not want to steer someone in a particular direction because if their experience was less than stellar then it'd be me who'd cop the blame. So when I answer surveys truthfully that I'd probably not recommend their company to friends or relatives (another strange phrase they seem to favour), then they seem shocked and ask me what they'd done wrong. Nothing, apart from maybe asked the the wrong question.

Blib

25,207 posts

77 months

[news] 
Friday 5th October 2012 quote quote all
Ari said:
Don't worry, it just means that they consider your opinion worthless. smile
I got a phonecall this afternoon from Fiat. It was my questionnaires !!!

woohoo

tongue out

Edited by Blib on Friday 5th October 17:26

eldar

8,016 posts

76 months

[news] 
Friday 5th October 2012 quote quote all
eldar said:
Yup, C63. E63 beyond my budget, and bigger than I want. The sales line that the E63 is only a few grand (25%) more didn't go down that well. What pisses me off is their refusal to return calls, despite promising to.

All I want is the car they did the deal with. That appears to be beyond them.
And it was beyond them. Picking up the fking phone continued to be a missing skill on their part.

Back to the drawing board. Mrs Eldar is circling, vulture like, with expensive holiday brochures and giggling.

bds.

Grenoble

12,434 posts

35 months

[news] 
Friday 5th October 2012 quote quote all
eldar said:
And it was beyond them. Picking up the fking phone continued to be a missing skill on their part.

Back to the drawing board. Mrs Eldar is circling, vulture like, with expensive holiday brochures and giggling.

bds.
Can you not call up the dealer that has it and cut a deal directly? Most will deliver nationwide?

NSFW

1,422 posts

70 months

[news] 
Friday 5th October 2012 quote quote all
Well, if anyone is interested I've had an interview today with a high end pre owned car specialist, quite a good package, fairly local and seem like nice people. I think they have a presence on here (as Pistonheads was mentioned in the interview!) just waiting for a call/email either way!

DHE

2,648 posts

70 months

[news] 
Friday 5th October 2012 quote quote all
Best of luck NSFW.
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