The service advisor at the Ford dealership yesterday told me that I will be getting the survey in the mail. He said the entire survey is all about him and it completely effects...only him. I asked him ...what about the mechanics or the truck or ?? He said the survey is all about HIM and the only part where it's not about HIM is the comments section at the bottom.

Anyone know if this is true? He was a great service advisor...but the mechanics spilled coffee in my truck when they test drove it and they didn't address a few other things.

What's the story?

 

The surveys affect the department as a whole, not a single employee. He is most likely blowing this smoke in order to put pity on his side for a better survey rating. Fill it out honestly.

 

Quote:

Originally Posted by PSD 60L Fx4

The surveys affect the department as a whole, not a single employee. He is most likely blowing this smoke in order to put pity on his side for a better survey rating. Fill it out honestly.

Absolutely! Couldn't have said it better myself. The important thing is to fill out the survey and return it. Unfortunately, it is human nature to fill out surveys when something goes wrong. It is just as important to participate in these surveys when you have a good experience! At the very least it lets us know what we are doing right so that we can continue doing it.


_____

 

I have had three surveys now, Salesman, Service Advisor for alarm installation, Service for a steering adjsutment. Each time my dealership offered a free fill up if I brought the survey in and dropped it off. I don't know if they screen them but I answer honestly and leave survey in the sealed envelope then it is off to a local gas station. (Funny the guage is always on E) I have had good service experiences so far and this is just a nice little bonus, especialy with the cost of fuel here in So. Cal.

BR

 

I'm not sure what purpose they serve. Even if you have had a problem with a dealer there isn't any follow-up to try to resolve the problem. Why is it you get a dealer survey one time and not another? Is it random selection or is it by recommendation of the dealer?

 

A lot of dealerships, including the one I worked at, pay their employees on a sliding scale dependant on profit and survey scores. For instance I got paid 1.5% of gross profit when surveys were good (95-100) average, but only 1% when survey scores were below 95. I worked in parts, the service writers scale was more dependant on the survey results. Every dealer is different. The last dealership I worked for paye nothing for survey results, but if a service writer got a bad survey he was in for a reaming from the service manager. I'm not sure how Ford sends their resuts, but Toyota would include your vin# with the score. Not good. The service writers remember their 0% customers and avoid them like the plauge. So I say if your exp. was good send it in. If it was bad, call your service writer and tell them about it. You'll probably get at least a free oil change for bringing it in.