Do post-purchase Surveys affect the Dealership

[SSCOTT25]

Do the surveys you receive in the mail affect the dealership at all? It seems like the salespeople always want you to put completely satisfied on everything.

[NASCR3]

Yes they do, I sold for several years. If you don't answer "Completely Satisfied" on all lines then it not only affects the dealership but the sales person as well, their bonus is based on the CSI survey.

[mikec]

I've had a dealer offer me a $50 gift card if would bring me survey filled out directly to the dealership. I guessed their pretty important.

[Fast/Furious]

The salesman I bought my car from was adament about the survey

But...

Thinking what can you really rate him bad on?

That you paid to much? and some how your going to take it out on the survey? guess what thats your fault not his. So really you have no reason to give anything but top points. They did sell you a Camaro!

[Norm Peterson]

I think with one of my experiences the dealership wanted me to bring it in blank, in exchange for some kind of swag. Not Chevy or Ford is all I'll say.


Norm

[DesertCamaro]

They promised me a 50" tv (door buster of the day). Deal was for everyone buying a car from that dealer on that day. At the last second they changed their mind on the deal, said they didn't make enough $, pulled it from the contract.

I bought the car anyways, registered a complaint on GM.com. I don't care about the stupid tv but it pissed me off.

Bottom line, yeah I negged on the survey, considered it a reflection of the entire sales dept.

Sales manager called the next day, said I'd get the tv (magically) if I cancelled the complaint at GM.

[Norm Peterson]

Originally Posted by Fast/Furious

But...

Thinking what can you really rate him bad on?

Off the top of my head . . .

I'd say that being adamant about the survey sits pretty far up on the list.

Insufficient product knowledge? (how many sales people have had to have Camaro5 members tell them what a 1LE is?)

Not listening to you? (i.e., keep talking up options after you indicate that you have no interest)

Excessive pressure to opt for extended warranty?

Need I even mention pushing OnStar and/or satellite radio subscriptions, with most anybody here being familiar with the cancellation difficulties people have had later on?


Norm

[DocMartens]

When I bought my 13 Camaro I received the e-mail to take the survey and when I clicked the link the new web page stated the survey had already been taken. This sales person was really pushy about me taking the survey, offered me a chocolate bar and called me to remind me about the survey. I guess they figured out or someone did to take it for me.

[Bonanza7]

They say it does, but I doubt it. Mine not only lied but broke the law, and they still do it, no consequences.

[kaly]

I just took that survey a few weeks ago, after lots of reminders and cards in the mail from the dealer. Cracked me up when one of the questions was something like, "Did you feel pressure from the dealership to rate them high on this survey?"

[kevinw]

i took the survey, and also did a survey on YELP for my salesman. he was very nice and good, and we had to haggle for a month and half, but i respect how he runs his business, and was always professional. i bought the car in October, and we still text back and forth .

[OVERPAR73]

I bought my car out of state and was told the car had things it didn't after it arrived. I rated her bad on the survey and she was really, really upset and said she about lost her job over it. I told to be straight about things in the future.

[Egon]

CSI surveys are a huge deal since they are tied to a lot of incentives to the dealer. (its pretty much an industry wide practice) Answering anything less than completely satisfied on the survey can cost a high volume dealer a lot of money in some cases. Its also one of the carrots I dangled in front of all of the dealerships I contacted when looking for my Camaro. It never hurts to let the dealership/salesperson know that you know about them and how important they are to their bottom line when negotiating.

[Rockhead]

The CSI score is huge at the dealers. Poor scores mean a visit by the General. Back when GM was making the dealer network smaller The Customer Service Index was something they looked at. I'm sure it's the same for most retail franchises now. If you received great service let them know. If you got shiddy service let them know too. It can help them improve.