Question on dealer satisfaction survey

[prathman]

Just got a call from the dealership where we bought our latest Vibe. They indicated that we'd be getting a survey soon from GM and that they hoped everthing was satisfactory. Fine so far, but then they said that if we brought the survey back to them and indicated full satisfaction that they'd give us some free theater tickets. Seems like an overt attempt to skew the survey results that get sent back to GM.Is this a common practice among dealerships? The one where we bought our previous Vibe also contacted us about the GM survey, but they didn't make any such quid pro quo offer of freebies in exchange for a favorable survey.

[02csnow]

When I bought my Colorado I got the survey too and they gave me a full tank of gas and 2 plane tickets to wherever i wanted to go. When I got my vibe all i got was a free oil change. If you do the survey make sure you take it to the dealership personally so you know you will be getting the tickets. But pretty much all dealerships do the survey thing and they usually give a tank of gas for free. But the survey has to be a 100% satisfaction.

[tnpartsguy]

Depends on how bad they need the surveys returned. GM has made a huge deal out of them to the dealers, and put some big money on the line to improve CSI. They main reason they offer ANYTHING is to just get the survey back at all. But, and I do work at a dealership, so I'm not unbiased....if you're not 100% satisfied, talk to the dealer before sending in a negative survey....they will do a lot to try to make you happier....and btw, I hate the survey....I'm NEVER 100% satisfied, but anything less than 100% is an "F"...that's right....it's pass/fail.....not A~F... Satifisfied doesn't REALLY count....which is why everyone pushes 100% SO much.

[redlava]

I hate my dealership even more now. They never offered me squat.Sons a beeches.

[DrumDr]

me neither.I answered truthfully but a little late.Main HQ at GM sent me a reminder notice.

[808 Vibes]

Oh the survey........I said "excellent" for the salesman, that I am "COMPLETELY SATISFIED" with and LOVE the Vibe, but the finance department and that I "more than likely" won't be getting my next Pontiac from THEM. When I ordered it, I had a (revised because they had added the window etch and I raised hell when I saw it before signing it. I knew they would try to do that so I read it carefully before signing and made them type a new one WITHOUT it, then signed.) signed contract for the sale price, but when it came in they raised the price on me-in late 2006-because of the rebate! I feared they would not give me back my $3,000 down check I gave them to order it, so didn't have a choice.******People of Hawai'i who may be reading this: if you must[/]deal with Cutter dealerships, DON'T let them con you into dyeing numbers on the windows!******

[MRCN RCE]

yeah the salesman told me about gettin a free tank of gas if i gave em 100%. i didn't do it

[Mavrik]

Well you guys are partly on the point here. Dealerships are scored out of 100 on how well they are in customer service and satisfaction. Those survays directly effect their bonus, their jobs and even the dealership standing with national standards as a whole. By not filling them in, you have given them a fail. Thats not good. Now some dealerships do try and "bribe" if you will to get good grades but seriously, if you have no issues, why not be completely satisfied? Who gives a hoot about a tank of fuel or what not. I hope thats not why you never filled those out.Same goes for service survays. My pay is effected by how many good ones I get back... so to see such a lack of care on those survays kinda upsets me. They are very important.

[tnpartsguy]

Quote, originally posted by MRCN RCE »yeah the salesman told me about gettin a free tank of gas if i gave em 100%. i didn't do it I'll take a tank of gas for a survey anyday!!!

[808 Vibes]

They told me that if I sent in a 100% the salesman gets "extra". I'm not going to lie! The salesman is not there anymore anyway!I don't think I've seen a service survey from them though. But the other dealer used to have them. Years ago, my loser ex-B was a technician there, would take the card from me and fill those out in his favor.

[Raivis]

i get one everytime i take my car in but was never offered anything

[MRCN RCE]

i only didn't do it because i was workin a lot. when i found time to do it n take it in, the gas station he was gonna fill me up at was torn down n i figured it was too late anyway. but the way my salesman said it came across as if he was fillin up my tank w/ money outta his pocket, not the dealership. if i woulda known that, i woulda made a few copies n dropped em off to different salesmen at diffrent times on different days. ok maybe not

[MRCN RCE]

also mav, i didn't know it directly affected your pay. i jus kinda figured it was somethin to give em somethin to brag about in the breakroom. i'm due for an oil change soon, so i'll make sure i take care of em n fill one out as long as they take care of me n my (other) baby

[Mavrik]

manufactures reward good salesmen... some just do what they can to look good. Others do the right thing which is be the best and you have no personal reason not to be satisfied. It is against their "rules" to bribe a good survay... desperate times call for some desperate measures.when ever I get one, I fill them in. Hope gives me hers to fill out. I'm her service advisor anyway I get perfect scores.

[Shadow Realm]

I work in a Pontiac/GMC service department. The survey for sales only comes the one time when you purchase the vehicle. However, everytime you bring the vehicle into the service department for any kind of warrantty work, GM will send you a survey. The grade those for the service dept and also the advisor that helped you with your Vibe. the take all the completely satisfied surveys against all the other 4 answers. So, in short if the advisor has 10 surveys and half are very stisfied and the other half are completely satisfied then he or she would recive a 50% for the month. The national average for service departments very but are usually around 70% range. That is why most service departments will give you something for bringing and or sending the survey. As a service adivsor I know that the unhappy customers will usually send theirs in but not always will the happy customers send theirs. We really do appreciate all the customers who send in the survey completely satisfied.