Customer Satisfaction Survey - Car Dealership
Discussion
Are these things a big deal?
Collected a new Honda Jazz yesterday. Not exactly a PH "dream" car, but it's for my daughter who is pregnant. I wanted to replace her aging Mitsubishi Colt and Jazz is about as close as you can get. I really wanted her to have something a bit bigger but she didn't want anything bigger than Colt - indeed she'd have had another Colt (been brilliant for its cost) but they don’t make ‘em anymore.
Wasn’t very happy with the deal – bearing in mind the next generation Jazz is already available in most markets I think Honda is taking the mick a bit with the pricing, but I think that’s Honda’s fault, not the dealer. Wasn’t happy about being “forced” to take 0% APR PCP to get another £500 off. P/X value was low (but I thought the Colt, being fairly rare, might be hard to shift privately). Dealer used WBAC to value it!
When we picked up the car it had multiple marks on it which the valeter removed. Rear number plate is wonky and delaminating. Jacking pads all had the paint scuffed off them.
All-in-all pretty average, but the dealer must have told me a million times how important it is to say the right things if Honda contact me. If I say it was “average”, is that bad?
Collected a new Honda Jazz yesterday. Not exactly a PH "dream" car, but it's for my daughter who is pregnant. I wanted to replace her aging Mitsubishi Colt and Jazz is about as close as you can get. I really wanted her to have something a bit bigger but she didn't want anything bigger than Colt - indeed she'd have had another Colt (been brilliant for its cost) but they don’t make ‘em anymore.
Wasn’t very happy with the deal – bearing in mind the next generation Jazz is already available in most markets I think Honda is taking the mick a bit with the pricing, but I think that’s Honda’s fault, not the dealer. Wasn’t happy about being “forced” to take 0% APR PCP to get another £500 off. P/X value was low (but I thought the Colt, being fairly rare, might be hard to shift privately). Dealer used WBAC to value it!
When we picked up the car it had multiple marks on it which the valeter removed. Rear number plate is wonky and delaminating. Jacking pads all had the paint scuffed off them.
All-in-all pretty average, but the dealer must have told me a million times how important it is to say the right things if Honda contact me. If I say it was “average”, is that bad?
Edited by Sheepshanks on Wednesday 3rd September 13:23
Sheepshanks said:
Rear number plate is wonky and delaminating. Jacking pads all had the paint scuffed off them.
All-in-all pretty average, but the dealer must have told me a million times how important it is to say the right things if Honda contact me. If I say it was “average”, is that bad?
It depends if there is a significant bonus for the dealer based on their Customer Satisfaction Index (CSI) score.All-in-all pretty average, but the dealer must have told me a million times how important it is to say the right things if Honda contact me. If I say it was “average”, is that bad?
You could phone them up and say that you don't feel you can give a better score than average without resolving any outstanding issues.
If they are fussed about the score then they should look to sort them out.
Sheepshanks said:
the dealer must have told me a million times how important it is to say the right things if Honda contact me. If I say it was “average”, is that bad?
If the dealer repeatedly found the time to inform you how important a high mark was for them, but then failed to complete basic tasks associated with the handover of the new car, then I think you know what the answer is.Edited by Sheepshanks on Wednesday 3rd September 13:23
Pound to a penny they will be using a Net Promoter survey to benchmark the Dealership. There will be a question along the lines of "How likely are you to recommend this Dealership to your Family & Friends"
See here:
http://www.netpromoter.com/why-net-promoter/know/
You know what to do
See here:
http://www.netpromoter.com/why-net-promoter/know/
You know what to do
Be honest with the dealership, as it might be in your favour if you want to get your problems rectified.
Call them, ask to speak to dealer principal, tell them you got the survey, and as it stands they'll get poor answers - chances are it does matter to them, I've always been asked in the dealership how I'll mark my survey when it comes in, and politely asked that if there is anything that would cause me to mark them down even in the slightest bit, to tell them there and then and they'll sort it out.
No point in just moaning for the sake of it!
Call them, ask to speak to dealer principal, tell them you got the survey, and as it stands they'll get poor answers - chances are it does matter to them, I've always been asked in the dealership how I'll mark my survey when it comes in, and politely asked that if there is anything that would cause me to mark them down even in the slightest bit, to tell them there and then and they'll sort it out.
No point in just moaning for the sake of it!
These CS surveys are very important to a dealer as a certain percentage of back end money is generated due to a set CS score; perhaps 98% of completely satisfied customers, this can be the difference between no back end money for the dealer or the dealer receiving 10's of thousands of pounds of bonus and potentially them staying in business.
Some sales commisions packages are heavily based on good CS scores so if you give a bad score the salesman may not receive all of the commision that he would normally receive, perhaps 50% or even nothing.
It is up to you what you do or say however based on what you have said in regards to the condition of the car on handover; ignore the deal aspect as you still bought it so it couldn't have been that bad, then it doesn't sound as if you are completely satisfied and perhaps rightly so.
Some sales commisions packages are heavily based on good CS scores so if you give a bad score the salesman may not receive all of the commision that he would normally receive, perhaps 50% or even nothing.
It is up to you what you do or say however based on what you have said in regards to the condition of the car on handover; ignore the deal aspect as you still bought it so it couldn't have been that bad, then it doesn't sound as if you are completely satisfied and perhaps rightly so.
ralphrj said:
You could phone them up and say that you don't feel you can give a better score than average without resolving any outstanding issues.
I don't have any outstanding issues. The number plate looks a bit crap but it's got their name on it. I have no doubt that if I asked them, they'd replace it. I plan to do that when it goes in for 1st service (It's a Honda, so it's most unlikley it will need to go in before then, which is a big part of why I bought it).The body marks were removed - we only really pointed them out as a couple didn't immediately rub off, and one looked like there might have been something under the paint, but the valeter made it disappear. It's going be used for local commuting so it's going to pick up marks anyway.
I was a bit surprised by the paint being off the jacking points (it looked like a soft pad had been used (good) but that it had pulled the paint off (bad)). To be fair the Service Manager did a good impression of looking gobsmacked. But I looked at other cars there and they were all the same.
Oh, I didn't mention the bit were the finance guy insisted he was obliged by law to take us through all the F&I products and he kept saying Honda were 'borrowing us' the money.
HTP99 said:
...the salesman...
This part was a bit bonkers, and it's not the first time it's happened when I've bought a car.Rang in response to a VIP Event promo. No-one called back. Rang again and sales manager called. Made appointment with named salesman. Saw a different salesman when we went in, but he quickly got the Sales Manager involved and she did all but the donkey work.
Emailed salesman (while we were abroad on holiday) to confirm pick-up. No response. Called when we got home and spoke to sales manager. Agreed appt to collect (I assumed - but that might be my fault - with her). Asked for her on arrival to be told "oh, she's off today". Another salesman did the handover.
HTP99 said:
.. it doesn't sound as if you are completely satisfied and perhaps rightly so.
That's the bit I don't really get. Are people genuinely "completely satisfied" when they buy a car? Surely everyone would prefer a better deal? Trying to be realistic, I think the cost to change should have been £1000 less. I wasn't happy about being bounced into the finance - the car is a present and you don't buy gifts on easy payments.The handover? Meh - there's always something.
whoami said:
If the dealer repeatedly found the time to inform you how important a high mark was for them, but then failed to complete basic tasks associated with the handover of the new car, then I think you know what the answer is.
An email just arrived from the dealer, telling me how important it is to them that I'm completely satisfied. They got my email address correct (it's simply my first and last names) but yet managed to completely mess up my name in the salutation on the letter. I don't know - do these things matter?
wibblebrain said:
Sod what the dealer wants you to say. If Honda call you tell them what you think.
This , had my 911 in for service at two years old , got the follow up phone call from Porsche a few days later told the truth , had the DP on the phone the next day saying bring the car back and we'll get it sorted , it would have been easier if they'd done the job right in the first place.If they get knocked down a few points or however they measure it , so what , they've only got themselves to blame.
I've had MB , Audi , BMW , Porsche service and to be fair they are all average at best , not one stands out as being better than the other.
Don't get me started on value for money or attempted up selling of goods not needed.
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