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Old 09-13-2007, 04:33 PM   #1
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GM Dealers Tamper With Customer Satisfaction Surveys

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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.
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Old 09-13-2007, 04:38 PM   #2
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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.
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Old 09-13-2007, 04:40 PM   #3
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I just can't imagine a manager dealing out punishmemt when it is his fault that it happened.
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Old 09-13-2007, 04:54 PM   #4
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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.
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Old 09-13-2007, 05:12 PM   #5
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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.
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Old 09-13-2007, 11:21 PM   #6
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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.
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Old 09-14-2007, 02:56 AM   #7
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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.
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Old 04-01-2009, 12:00 PM   #8
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Yeah I agree with Gm, they should kept their eye on the surveys...




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Old 04-01-2009, 12:18 PM   #9
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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".
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Old 08-27-2009, 08:38 PM   #10
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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 !
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Old 08-27-2009, 08:47 PM   #11
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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.
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Old 08-27-2009, 08:53 PM   #12
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Who the hell brought this thread back from the dead and why?
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Old 08-27-2009, 09:19 PM   #13
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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.....
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Old 08-28-2009, 10:42 AM   #14
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Old thread. I hope GM revamps the way they work with their network though.
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Old 08-28-2009, 10:53 AM   #15
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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.
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Old 08-28-2009, 11:00 AM   #16
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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.:(
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