post-sale customer satisfaction survey (hyundai)

[Ebtek]

recently bought a hyundai. salesperson and owner stressed the importance of completing the survey and sending it back to head office.

anyone actually know the importance of this? what are the ramifications for a dealership if they're not filled out with top marks?

[nornet]

Apparently some manufacturers place consider your opinion valuable. The way it was put to me by the dealer was that if head office should send me a survey and I was anything less than 100% satisfied, I should contact the dealer first. I would hold off until you've had the vehicle for a few weeks and use the survey as a bargaining chip should any probs occur.

[elkhaze]

lower commision on bad review

[booblehead]

A waste of everybody's time.

Even if the survey is fillled and you have indicated you are not satisfied with the purchase (for whatever the reason maybe), do you think the dealer & the manufacturer is going to call you directly and do something to make you happy sometime down the road ??

I never have that kind of response from all my purchases in the past (that included Lexus, Acura, Infiniti & BMW)

C'mon .. give me a break!

[Ebtek]

interesting comments.

another point to note is that with the purchase of my car, comes 5 years worth of free oil changes at the dealership. obviously it would be in my best interest to maintain a decent relationship with them, however should it be at the expense of my anguish?

here's a clip from a previous post i made describing my experience:


im a little bitter at how my recent purchase went however. if i had it to go over again i would do things different; in the midst of negotiations the interest rate went from 0.9 to 0. i didnt read the purchase/sale agreement carefull enough when they accepted my last offer (which included all calculations right down to the monthly payment - i should NOT have put the monthly payment). there was about $3500 worth of cost-of-borrowing that they just tacked onto the purchase price, at the new interest rate, bringing up my monthly payments to what i had calculated at 0.9%.

i didnt notice this until i went to the dealership to sign the papers and finalize the deal (everything was done over email).

im still seeing red since last week.

also, Car cost canada failed to update their site with the new interest rate until the 5th of the month. the promo went into effect on the 1st, and surely dealerships got wind of the new rates prior, so im sure CCC could have known from its sources as well

i know a lot of blame needs to be put on me for not going over the agreement with a fine tooth comb however, in my experience with negotiations, as a courtesy to the other party, any changes that are made, are disclosed during the discussions.

[Menace]

My wife bought the 2009 Corolla from Markville Toyota. Same story.

I guess if we didn't, they won't get enough votes to be the best awarded dealership in GTA?!?!??


recently bought a hyundai. salesperson and owner stressed the importance of completing the survey and sending it back to head office.

anyone actually know the importance of this? what are the ramifications for a dealership if they're not filled out with top marks?

[i-doc]

I know for Mini dealerships, they specifically say that if you give a 5 star rating on the survey, the dealership gets some extra commission in comparison to the other dealerships. In return, they said I would be getting a $50 GC for accessories; not that I have received that yet...
:|

[Ebtek]

I know for Mini dealerships, they specifically say that if you give a 5 star rating on the survey, the dealership gets some extra commission in comparison to the other dealerships. In return, they said I would be getting a $50 GC for accessories; not that I have received that yet...
:|

creative bribe.
that should be illegal. who would ever put anything other than 5 stars then. most people's integrity can be bought for $50 ;)



so the dealership ends up learning what you put?

[booblehead]

I also recalled if you gave them a perfect satisfaction survey, the salesperson (given enough of such from all his/her clients) could be awarded with a free (all paid inclusive) trip at year end. I think this is the Infiniti incentive program for the sales people (not sure if this is still going on). I remembered this because the sales lady told me to do her a big favor by completing/giving her a top rated survey.

[raymondly]

We have had nothing but good experiences with the Hyundai's we have purchased (we are on #5). This time if we filled out the survey they through in a detailing. It was great.

[T-Man]

recently bought a hyundai. salesperson and owner stressed the importance of completing the survey and sending it back to head office.

anyone actually know the importance of this? what are the ramifications for a dealership if they're not filled out with top marks?

I don't know about how it affects the owner/dealer, but for me (a Salesperson) its this:

At time of delivery of a new vehicle, I informed my customers that in about 4 weeks, Chrysler head office will send you a survey, it'll ask you all kinds of questions like "Were you satisfied with your experience?", "Will you recommend your family and Friends to this Dealership?", "Was the Dealership Clean?" etc.

The answer are all ranked by "Very Satisfied", "Satisfied", "Somewhat Satisfied" etc. So for every "Very Satisfied" you check off, I get 1 point, everything else is "0".

Chrysler here in Canada has a national average overall 94% satisfaction rate, so if I maintain that average or higher, I will be allow to keep my job and represent the Chrysler image, and I may get a year end bonus directly from Chrysler. This could make a difference for your salesperson especially on some deals where there is little/no gross= commission % or if its especially been a tough year due to the economy etc.

So if your sales person treated you and your family with respect, gave you a great deal, and you were happy with your experience, then please take the 1min 30 seconds to filled out the survey, it'd be very much appreciated by your salesperson.

[Pete_Coach]

lower commision on bad review
That is not true nor is it fact. The commission has long been paid to the salesperson by the time the survey is returned and audited.


A waste of everybody's time.
Even if the survey is fillled and you have indicated you are not satisfied with the purchase (for whatever the reason maybe), do you think the dealer & the manufacturer is going to call you directly and do something to make you happy sometime down the road ??
I never have that kind of response from all my purchases in the past (that included Lexus, Acura, Infiniti & BMW)
C'mon .. give me a break!
It is far from a waste of "everybody's" time. It is important to the OEM and the dealership. I got a call from my salesman asking why I was not happy with one element and when I explained, he did recall what had happened and apologized, got a free oil change, yea, big deal but, it was free
.

I don't know about how it affects the owner/dealer, but for me (a Salesperson) its this:

At time of delivery of a new vehicle, I informed my customers that in about 4 weeks, Chrysler head office will send you a survey, it'll ask you all kinds of questions like "Were you satisfied with your experience?", "Will you recommend your family and Friends to this Dealership?", "Was the Dealership Clean?" etc.

The answer are all ranked by "Very Satisfied", "Satisfied", "Somewhat Satisfied" etc. So for every "Very Satisfied" you check off, I get 1 point, everything else is "0".

Chrysler here in Canada has a national average overall 94% satisfaction rate, so if I maintain that average or higher, I will be allow to keep my job and represent the Chrysler image, and I may get a year end bonus directly from Chrysler. This could make a difference for your salesperson especially on some deals where there is little/no gross= commission % or if its especially been a tough year due to the economy etc.

So if your sales person treated you and your family with respect, gave you a great deal, and you were happy with your experience, then please take the 1min 30 seconds to filled out the survey, it'd be very much appreciated by your salesperson.
I agree with you, fill out the survey. The dealership also gets rated by the OEM. If there are too many mediocre or poor reports, many of the things the dealer gets from the OEM are reduced. The amount of cars, the interest rate the dealer pays, the grace period for rates, warranty consideration etc. The higher a dealer is rated, the more "perks" the dealership gets. It does make a difference.