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Does Porsche deserve "all 10's" ?

Hi,

In 2000 I bought a 2000 996. When I bought it, the sales lady said that in the near future someone from Porsche would be calling me and asking a number of questions about the sales experience and that I would be asked to answer each question with a number between 1-10, where "10" is excellent. She told me it was crucial that I answer each question with a "10" -- so I did.

In 2002, I traded in my 2000 996 for a 2002 996 Turbo [awesome vehicle, by the way!]. This time I had a different sales person. Again I felt pressured, almost bullied, by this guy to give "all 10s." These people are obsessed.

A few weeks ago, I took my 996 Turbo in for service. The "check engine" light was coming on despite the fact that the car seems to be running flawlessly. The mechanics couldn't find the source of the problem, so they reset the light and told me to call them back if it came back on again (it hasn't). This time, however, it was the cashier in the service department that was obsessed with the "all 10s." She emphasized how important it was that I answer all of Porsche's questions with "10." I agreed with her because she's really hot and I was hoping that she'd date me...but that's beside the point. Anyway, attached to my receipt is a smiling picture of one of the service managers -- with you guessed it, a one-page explanation insisting that I answer with "all 10s." If I wasn't prepared to answer "all

10s", I had to call this guy. Two days later I received this letter:

"IMPORTANT! Porsche will be contacting you by phone in the next few weeks. If for any reason you cannot grade us a "10" on every question[...], please contact me"

This odd "10 obsession" isn't unique to a single dealer. I found it at two different dealers here in San Diego. What gives? Do these sales/service guys get paid according to their score or what? I'm dreading this call from Porsche where I'll be forced to answer "10" to every question. If I answer "all 10s" I'd be dishonest. If I answer honestly, I'll probably end up with an angry call from someone at the dealership who I might depend on in the future for service. Lame!

Porsche could fix this problem by adding the following question to their survey: "Did any representative at the dealership encourage you to answer 'all 10's' to these questions?" If the answer to this question is yes, that survey should be discarded.

David

Reply to
Basil Greenley
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"Basil Greenley" wrote

question[...],

sales/service

BMW does this, too (I presume Lexus and MB and others, too.) I have refused to let them call me - I've used the Federal regs that let you to put yourself on telemarketer's do-not-call-list.

Floyd

Reply to
fbloogyudsr

Ah, I never thought of that! Interesting idea...

Reply to
Basil Greenley

Not really - I'm guessing there's a reason a really hot chick is the cashier! Tens tend to gather 10s, they're hoping.

I got the same stuff from a Ford dealership years ago (including a nice looking cashier). It's standard practice. You can ignore it or you can blackmail the dealership since it's obviously important to them. Need new floor mats? How're your brake pads now? And of course, you could ask Miss Hotty out to dinner and impress upon her the importance of scoring in other walks of life. Emanuel

Reply to
E Brown

Well friends, I know the answer to this one:

Once again, the bureaucrats have taken a good concept and destroyed its usefulness. Essentially, Porsche and some other manufacturers/or their U.S. marketing organizations, do not utilize a linear grading system for these customer surveys. I cannot remember the exact grading system, but if they don't get a "10", then it's almost a "0". The manufacturer can penalize the dealer if their CSI (Customer Satisfaction Index) is not perfect and at many of the dealerships, the salesman or service advisor is heavily penalized if they receive anything other than a "10".

I ran into this with the service advisor, when I gave them something less than a "10" in diagnosing and replacing a faulty clutch on a new, 2000, 996. The service advisor's...who was not the cause of the problem...it was between the techs and PCNA...bonus was crushed as a result of my honesty.

So...the powers that be have heavily weighted the system to get perfect scores so that they can hoot and holler about their quality and customer service; however, they don't really want to know if anything needs attention.

And that's the whole truth...and I'm sticking to it!

question[...],

sales/service

Reply to
Weekend Guru

It's pretty standard management practice not to use the same measures for quality improvement as for staff rewards. Why? For exactly the reasons in this thread.

Reply to
Paul Spencer

volkswagen does the exact same program....a "4" rating equates to a failing 40% score rather than an 80% which one might imagine...not only are bonuses affected but the entire dealership is potentially punished for a problem that it might not have caused or reasonably have been expected to fix...just finding themselves at the wrong place at the wrong time....failing to satisfy the customer's unreasonable expectations. many times when a customer is suspected of being not able, for whatever reason, to "play the game" their telephone number is "accidently scrambled" to insure their survey contact becomes impossible. oh well!

Reply to
euro930

I have to agre with Weekend Guru. I used to work for Xerox and my brother works for IBM. Their customer satisfaction surveys are similar except they use a scale that ranges from Very Dissatisfied to Very Satisfied. Anything other than Very Satisfied counts as a negative. It is simply a tool for the company to use against their employees. It is in no way, shape or form a true measure of customer satisfaction.

Reply to
Phil Indablank

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