Agent009
Agent009
"If everything seems under control, you're just not going fast enough."
View My AgentSpace

Print this Page | Digg It | del.icio.us

Automobile Dealer Sales Experience Survey Survey: Results
No, there's not a typo in the title.

Back in late March, 2007, TrueDelta posted a blog entry on corruption in dealer sales satisfaction surveys. All auto manufacturers survey customers about their sales experience, and in many cases the dealer and salesperson only receive a large bonus if the customer gives them all perfect scores. In response, car salespeople often ask or even beg for perfect scores. Some go so far as to offer gifts--an oil change, a tank of gas, a restaurant gift certificate--if the customer will fill the survey out in the sales manager's office. In at least one case, a customer who gave the dealer poor scores was subsequently told they were no longer wanted as a customer. (These surveys are usually not anonymous, so dealers learn which customers were naughty and which were nice.)

Read Article
Automobile Dealer Sales Experience Survey Survey: Results



Comments:

Images hosted in your AgentSpace can now be posted in the comments section using the following syntax (case matters):
[img]IMAGE URL[/img]
Example: [img]http://agent004.myautospies.com/users/150/Sample-Gallery/sample1.JPG[/img]
skoobasamskoobasam - 8/27/2007 4:18:26 PM
-1 BoostDrop the Boost Up the Boost
haha, I do it all the time~

reply to this comment
CBR2200CBR2200 - 8/27/2007 4:24:46 PM
+1 BoostDrop the Boost Up the Boost
Audi does their surveys over the phone, very annoying, even though I am completely happy with my dealership. I would much rather fill out a scantron thingy.

reply to this comment
EnnNorakEnnNorak - 8/28/2007 8:47:31 AM
+1 BoostDrop the Boost Up the Boost
That is eactly how I feel. I hate those Audi surveys that follow every visit to the dealer for Audi service. I have an excellent dealer -- two to be exact -- one in the East and one in the West. I want all surveys to be in writing and done by Audi directly and not by some third party survey company that doeas not know how to ask proper questions. I want to be able to address product issues as well as dealer issues.


GLoverGLover - 8/27/2007 10:01:34 PM
+3 BoostDrop the Boost Up the Boost
I worked at a Nissan dealership for 2.5yrs, and that is how I kept my score at 100%. I offered free gas for a perect score and guess what customers were happy to assist. Work the system don't let it work you.

reply to this comment
EnnNorakEnnNorak - 8/28/2007 8:51:53 AM
+1 BoostDrop the Boost Up the Boost
Good for you GLover -- if a system is so flawed as to render it useless, then use every trick in the book to beat it. The most ridiculous survey experience I ever had was when I was driving Ford products. I received a survey questionnaire asking me how well I think they did on a recent survey I suffered through.


kart1kart1 - 8/28/2007 1:03:11 AM
+1 BoostDrop the Boost Up the Boost
In my past experience I have visited about six dealerships (One dealership 3 times) in about 2-3 years and since then all of them did have surveys for the sales and finance (I only bought twice the others were for people I knew who wanted me to accompany them). Here are the brands for the dealership Acura, Dodge, Honda, Mazda, and Toyota. I had purchased a Toyota and an Acura. The Toyota was the one were I went three times before and after my own purchase (I went to another Toyota dealership, but the results from both were the same). All four times the finance and sales guys asked us to give them perfect scores and if there was a problem contact them rather than Toyota itself. Well the service was good so the perfect scores were given I guess (at least during my time). I will go over the Acura later. The Dodge dealer was also very much like the Toyota and repeated about the survey several times and the Sales guy even said to give him a good score so he could get a bonus. The Honda dealer was less aggressive and only explained the survey once (by the finance manager). The Mazda dealer also was less aggressive and only mentioned the survey once by the finance and sales guys. Now the Acura, this was the least pressure environment I have ever been in. The sales guy gave me test drive and then asked me whether I would like to discuss numbers or think about the car and possibly come back later, with no pressure. During the purchase the survey was not mentioned at all by the sales or finance guys. Also to point out that this was the fastest finance transaction as well.

I guess some dealerships worry about good ratings while others worry about good customer service. I will definitely visit the dealership if I like the new TSX.

reply to this comment
EnnNorakEnnNorak - 8/28/2007 8:57:01 AM
+1 BoostDrop the Boost Up the Boost
I suspect that dealers worry about good ratings because the factory offers franchise owners who win a quality contest a free trip to Europe or something. I too have been pressured by the dealer to make sure I treat the dealerhip well when I get surveyed.

These surveys are the equivalent of SPAM in the computer world. They waste your precious time. There is no greater thief than one who steals your time.
To post a comment for this story, you must first Login.

If you do not have an account, you will need to Register (It's Free!).

Most Recent Stories
Bangle Butt Is Gone On The New 7, But Is It Better?What Was The Most Disappointing New Vehicle Shown At The Paris Motor Show?My response to Audi’s viral videoI Know We're A Car Site But Could 001 Have Spied Details Of The New MacBook's That No One Else Has?Video of F1 vs. M5GM and Chrysler Merging? Who Will Be The Next To Fall?Citroen C3 Picasso to Get New Micro-Hybrid SystemRenault Megane Coupe Caught Testing at the ‘RingNew Hyundai 310HP V6 Lambda RS EngineSpy Shots: Audi TT-RS RoadsterMazda planning to mass produce hydrogen rotary engineFiat eco:Drive launched in ParisFord’s New Collision Warning with Brake SupportU.K. debut for the Skoda Superb GreenlineVw Tiguan by Caractere2010 Bmw X1 to receive both AWD and RWD transmissionMaserati MC12, new “King of the Ring”No Credit and A Pending Economic Meltdown: The Current State of the Automotive Industry - Money Now Is The Object, How Will It Affect Your Next Purchase?Lotus Builds Track-Ready 2009 Exige Cup 260Capital One Cuts Off Dealer Financing For Inventory Purchases In New York And New JerseyToyota iQ will be badged as a Scion in the U.S.F1 boss’s daughter posses in a checkered flag for a causeNext-generation Mazda MX-5 could go hybrid or dieselToyota Says It Has Credit To Give, Just Fewer People Are Buying Their CarsToyota Readies To Extend 0% Financing ProgramNissan Already Using Black Box Data To Void GT-R Warranty ClaimsElectric Porsche 911 by Ruf breaks coverGM Shares Tumble to 58-Year Low as Credit Ratings Under Review Guess Which One Of These Cars is the Most Aerodynamic...Porsche considers a convertible version of the PanameraBMW considering X4 as a baby BMW X6MotorTrend tests new 2009 Infiniti G37s Sport Sedan 7-speed Auto......Match's BMW 335i performance times now. Report: Lexus will likely become a hybrid-only brandWho Has The Greenest Cars In The Land? The SGI Green Index Tells AllAston's Lagonda brand will build a Mercedes S-Class rivalDaimler won't sell Maybach luxury brandAudi takes Q7 3.0 TDI from NY to DC, gets 32 mpgUnofficial Camaro Z28 renderingsNissan offers Porsche free driving tipsToyota Predicts 40% Profit Shortfall and Will Miss Lowered Sales TargetsMazda Unwraps The Mazda3 Ahead Of Los Angeles Debut2010 Ford Mustang dashboard teaserSpy Shots: 2010 Nissan 370Z, the so-called 'baby GT-R'Bugatti to build large sedan with Bentley2009 Ford F-150 Lariat by SSE to debut at SEMABMW M5 UTE - Australian made El-Camino!BMW Ranks The Best Across The Board In Automotive Financing For 2008Chrysler won't build a Dodge Challenger ConvertibleToyota won't compete with Big 3 in the pickup segment this yearAudi's dedicated electric car to take on Lexus' dedicated hybrid