A few years ago I devised D.D 's rule: I no longer do ANY car surveys. Service, sales etc. There is almost never anything in it FOR ME and I just don't care enough about ANY auto dealer or maker to respond. Yeah, once in a while they slip in $1 to try to guilt me into filling out the survey. Free dollar for me.
Recently, I received an online survey from Lexus about my dealership's
> service quality. I took the time to fill out the survey, and noted some
> areas that may require improvement by the dealer's service department. >
> The bottom line was that I did not give a "satisfactory" opinion about the
> dealership.
>
> A few weeks later, I got a call from the dealership's service manager (not
> sure what his rank was...probably mid-level). He kept trying to get in
> touch with me and left several voicemails. One of which he stated that he
> wanted me to call his bosses and to tell his boss that my survey was not a
> bad reflection on him. And he claimed that my survey has caused him to
> look very bad in front of his bosses, and that it will affect his pay > raises! >
> As shocking as it was...I made the mistake of thinking he as my service
> adviser. Since I like my service adviser, I tried to call the head of the
> service department to straighten things out. What's more shocking.the head
> service manager did not want to answer my call, he told the receptionist
> to tell me to call back whomever called me in the first place...in other
> words.I got the run around.
>
> That made me very pissed.I wrote to Lexus to complaint about this whole
> process. I didn't get much more than an apology.
>
> As it turned out the guy who called wasn't even my service adviser.he was
> the service adviser's boss. The layer of managers at the dealership was
> too complex for me to understand. This is what I gathered so far.it seems
> that the survey plays a very big part in the employee's job security,
> promotion and salary increases. Any unsatisfactory remarks or ratings on
> the surveys can get employees into trouble.
>
> I was not aware of this fact until this matter came up. And I was also
> very disappointed at Lexus's survey process. I think it is very unethical
> for them to share my name with the dealership. I have always thought
> survey was an anonymous way to note complaints and for them to improve. I
> never thought that my name and comments were shown to every who work at
> the dealership.
>
> If the dealership always want to get satisfactory responses.then I am not
> sure why there need to be a survey at all. They all should just give
> themselves A+ and hug each other for comfort.
>
> I don't know if this problem is isolated to the particular dealership I
> was using for servicing. Next time you guys get a survey from Lexus.you
> should think about this.
>
> Btw, the dealership is found in the northern part of the Dallas, TX area. > >
>
>