GM Dealers Tamper With Customer Satisfaction Surveys - Camaro5 Chevy Camaro Forum / Camaro ZL1, SS and V6 Forums

AConn · 09-13-2007, 03:33 PM

Quote:

GM is tossing the results of recent customer satisfaction surveys after dealers admitted to lie about their responses. The outcome could cost some dealerships their quarterly bonuses.
Customers who get surveyed include new buyers or those who submit factory warranty claims. By meeting sales records and scoring high on dealership surveys, dealers get quarterly cash incentives that can hit six figures.
GM says it is making “appropriate adjustments” to third-quarter survey scores “to reflect interference.” Spokeswoman, Susan Garontakos, told Automotive News that the interference “was not widespread.” However she would not say how many dealerships were involved.
Dealers are saying that tampering with the surveys occurs due to the high-pressure of losing quarterly bonuses where a dealer can lose the bonus if it falls a fraction of a percentage point below its prescribed score.

http://www.egmcartech.com/2007/09/10...ction-surveys/

My feeling is, is that possession is 9/10 the law. They allowed the dealerships to have possession of the surveys and GM was ASKING for trouble. No punishment should come down on employees IMO.

Pencil.Fight · 09-13-2007, 03:38 PM

Quote:

Originally Posted by AConn

My feeling is, is that possession is 9/10 the law. They allowed the dealerships to have possession of the surveys and GM was ASKING for trouble. No punishment should come down on employees IMO.

While I agree that GM probably should have kept a better eye on the surveys. Their decision to trust the dealers does not constitute permission to alter the data.

Trust is something that is being all but phased out in our society, and things like this are the reason.

AConn · 09-13-2007, 03:40 PM

I just can't imagine a manager dealing out punishmemt when it is his fault that it happened.

Pencil.Fight · 09-13-2007, 03:54 PM

Well, when you work as a cashier at any retail shop, the manager is trusting you with the cash in your register. If you take any of that, you better be expecting some kind of punishment. Even if they don't find out for a while.

Not the same thing, but it's the same idea.

AConn · 09-13-2007, 04:12 PM

You have a point. They did do something that they knew was wrong. It just doesn't sit well with me that GM started the survey this way.

*TAG UR IT* · 09-13-2007, 10:21 PM

I wouldn't look at GM being at fault. GM didn't lie...it was the dealerships. The dealerships will be held accountable by GM and their dealer incentives...big money loss. Someone at the dealerships will be held accountable by the owner as well...I'm sure of that. Someone somewhere down the line told an employee to fudge the facts. They did it and won't lose their job for it either or they will sue the dealership. Someone will get the punishment, though.

*Mr. Wyndham* · 09-14-2007, 01:56 AM

Yep, GM didn't do anything, it was a few stupid dealerships, who according to the excerpt, probably had a chance at failing the surveys...which is why they were created! To survey, and rate a dealerships, to make sure it's up to GM standards. If a dealerships was in danger of falling below where GM wanted them, and they fudged the scores, then they should be dealt with accordingly.

I hope above all else, this scares dealerships away from lying a bit...laughable - but one can hope.

inindix · 04-01-2009, 11:00 AM

Yeah I agree with Gm, they should kept their eye on the surveys...

_________________
Contact Center

OUR72GTO · 04-01-2009, 11:18 AM

The last few times I bought a new car I did not get the survey sent to me. Maybe some one filled it out for me.?

I have had service one's prefilled where they wanted me " just to sign it".

thanxa · 08-27-2009, 07:38 PM

To be perfectly honest GM designs the surveys to favor them so that in almost every case they dont have to pay SFE monies to dealers. Stop and think about this Survey .
Survey asks 2 pages of questions like , " Mr or Mrs customer were you happy with the dealer's facilities , or your salesman, or the car , or the Finance manager , or the greeter , or the dealers hours, or the followup, or the knowledge of competitor's vehicles , or the performance , or the carwash, etc etc . Then they give you choices .
. Completely satisfied
. They were very nice
. It was good
. My son the manager was very nice
. Almost satisfied
. Nearly satisfied
. closely satisfied
.sometimes satisfied
. Never satisfied
. I hate the world

If you chose any above other than " COMPLETELY SATISFIED " the dealer gets NADA ,
The manager loses his yearly bonus , The finance manager loses his annual vacation monies , the carwash people get charged back and the salesperson gets their pay cut dramatically . The survey should have only 2 possible answers , yes or no because plenty of customers think they are rewarding you by answering in the top five . Go Figure !

MikesZ · 08-27-2009, 07:47 PM

To be valid surveys need to be conducted by an independent company and the results sent to corporate, who then sends the stats/summary to the dealers but not the actual surveys.

FenwickHockey65 · 08-27-2009, 07:53 PM

Who the hell brought this thread back from the dead and why?

ShnOmac · 08-27-2009, 08:19 PM

Quote:

Originally Posted by FenwickHockey65

Who the hell brought this thread back from the dead and why?

Its funny that this got brought up though..... The dealer from the G8 I bought my wife left a message saying he would give us a free tank of gas if we brought the survey to him to fill out.....

MrIcky · 08-28-2009, 09:42 AM

Old thread. I hope GM revamps the way they work with their network though.

Bungo · 08-28-2009, 09:53 AM

This is not just GM, there are quite a few Shady dealerships. If the dealer is told they need a better CSI (consumer satisfaction index) and they are shady then they will do whatever they can (fill out surverys themselves) in order to achieve it. I have yet to work for one that does this but I know it happens. I have seen managers fired over it. There have been dealerships who have had they're franchise's revoked due to in house policies like this.

SleepWarz · 08-28-2009, 10:00 AM

Quote:

Originally Posted by Pencil.Fight

Well, when you work as a cashier at any retail shop, the manager is trusting you with the cash in your register. If you take any of that, you better be expecting some kind of punishment. Even if they don't find out for a while.

Not the same thing, but it's the same idea.

Yeah but those who are a cashier dont get paid anywhere near enough that they should care.:(

09-13-2007, 03:40 PM	#3
AConn Drives: 2005 Subaru WRX STi Join Date: Sep 2007 Location: San Jose, CA Posts: 92	I just can't imagine a manager dealing out punishmemt when it is his fault that it happened. __________________

09-13-2007, 04:12 PM	#5
AConn Drives: 2005 Subaru WRX STi Join Date: Sep 2007 Location: San Jose, CA Posts: 92	You have a point. They did do something that they knew was wrong. It just doesn't sit well with me that GM started the survey this way. __________________

09-13-2007, 10:21 PM	#6
TAG UR IT www.Camaro5store.com Drives: THRSS #2 / CGM#1 Join Date: Jul 2006 Location: SA, Texas Posts: 24,420 View My Garage	I wouldn't look at GM being at fault. GM didn't lie...it was the dealerships. The dealerships will be held accountable by GM and their dealer incentives...big money loss. Someone at the dealerships will be held accountable by the owner as well...I'm sure of that. Someone somewhere down the line told an employee to fudge the facts. They did it and won't lose their job for it either or they will sue the dealership. Someone will get the punishment, though. __________________

09-14-2007, 01:56 AM	#7
Mr. Wyndham I used to be Dragoneye... Drives: 2012 Camaro ZL1 Join Date: Jan 2007 Location: Buffalo, NY Posts: 25,268 View My Garage	Yep, GM didn't do anything, it was a few stupid dealerships, who according to the excerpt, probably had a chance at failing the surveys...which is why they were created! To survey, and rate a dealerships, to make sure it's up to GM standards. If a dealerships was in danger of falling below where GM wanted them, and they fudged the scores, then they should be dealt with accordingly. I hope above all else, this scares dealerships away from lying a bit...laughable - but one can hope. __________________ *"Keep the faith."* - - *Read Before You Post.*

04-01-2009, 11:18 AM	#9
OUR72GTO 2010 SIM Beige RS 6M Drives: SIM RS 6M 72 GTO 07 NBS Silverado Join Date: Oct 2008 Location: Kamloops,British Columbia Posts: 4,496	The last few times I bought a new car I did not get the survey sent to me. Maybe some one filled it out for me.? I have had service one's prefilled where they wanted me " just to sign it". __________________ CAMARO.. 2010 The Heart Beat is back in CHEVROLET Now let's put it back in America

04-01-2009, 11:00 AM	#8
inindix Drives: NA Join Date: Apr 2009 Location: Phil Posts: 1	Yeah I agree with Gm, they should kept their eye on the surveys... _________________ Contact Center

08-27-2009, 07:38 PM	#10
thanxa Drives: zr1 Join Date: Apr 2009 Location: fl Posts: 8	To be perfectly honest GM designs the surveys to favor them so that in almost every case they dont have to pay SFE monies to dealers. Stop and think about this Survey . Survey asks 2 pages of questions like , " Mr or Mrs customer were you happy with the dealer's facilities , or your salesman, or the car , or the Finance manager , or the greeter , or the dealers hours, or the followup, or the knowledge of competitor's vehicles , or the performance , or the carwash, etc etc . Then they give you choices . . Completely satisfied . They were very nice . It was good . My son the manager was very nice . Almost satisfied . Nearly satisfied . closely satisfied .sometimes satisfied . Never satisfied . I hate the world If you chose any above other than " COMPLETELY SATISFIED " the dealer gets NADA , The manager loses his yearly bonus , The finance manager loses his annual vacation monies , the carwash people get charged back and the salesperson gets their pay cut dramatically . The survey should have only 2 possible answers , yes or no because plenty of customers think they are rewarding you by answering in the top five . Go Figure !

08-27-2009, 07:47 PM	#11
MikesZ Group Provocateur Drives: Long Distances Join Date: Jun 2009 Location: Arizona Posts: 1,008	To be valid surveys need to be conducted by an independent company and the results sent to corporate, who then sends the stats/summary to the dealers but not the actual surveys.

08-27-2009, 07:53 PM	#12
FenwickHockey65 General Motors Aficionado Drives: Carbon Metallic 2003 GMC Envoy SLE Join Date: Aug 2008 Location: Columbus, OH Posts: 25,748 View My Garage	Who the hell brought this thread back from the dead and why? __________________ FenwickHockey65's GM Thread! 2013 GMC Terrain SLE 2003 GMC Envoy SLE 1998 GMC Sonoma SLS Extended Cab

08-28-2009, 09:42 AM	#14
MrIcky Drives: Dodge Ram Megacab & Cobalt SS Join Date: Sep 2008 Location: Boise Posts: 1,536	Old thread. I hope GM revamps the way they work with their network though.

08-28-2009, 09:53 AM	#15
Bungo Tampa Gulf Coast Family Drives: 2010 ABM Camaro SS Join Date: May 2009 Location: Palm Harbor Fl Posts: 262	This is not just GM, there are quite a few Shady dealerships. If the dealer is told they need a better CSI (consumer satisfaction index) and they are shady then they will do whatever they can (fill out surverys themselves) in order to achieve it. I have yet to work for one that does this but I know it happens. I have seen managers fired over it. There have been dealerships who have had they're franchise's revoked due to in house policies like this. __________________ excited every morning to see the ABM 2SS/RS LS3 in the garage and the wife says I have to be patient while she gets dressed