service follow-up survey question
Thread Starter
New Member
Joined: Mar 2000
Posts: 175
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service follow-up survey question
After I took my TT in for a service, I got a letter from the dealerl saying that I
would receive a follow-up call asking what I thought of the service. The
letter urged me not to rank any aspect of the service visit as lower than
"excellent" because this would be counted as failing. Instead, if I had
any complaint, I should come back to the service department and get
satisfaction. (Well, words to that effect, not quite as bluntly as I've
paraphrased it here.)
Is this standard practice with car dealers now? It leaves a bad taste. It seems unfair to the dealer: some
CEO somewhere has decided he will accept nothing less than "excellence". It must
cost the dealer something to send out these letters. And
unfair to put me in a position of having to be less than truthful when I receive the
call. I'd be satisfied with really good service, I don't demand excellence in every-
thing. Maybe I'm extremely picky and excellence seems rare to me. The biggest improvement they could make would be to give Audis as
loaners instead of the big stuff they normally give you.
Anyone else had this kind of experience?
would receive a follow-up call asking what I thought of the service. The
letter urged me not to rank any aspect of the service visit as lower than
"excellent" because this would be counted as failing. Instead, if I had
any complaint, I should come back to the service department and get
satisfaction. (Well, words to that effect, not quite as bluntly as I've
paraphrased it here.)
Is this standard practice with car dealers now? It leaves a bad taste. It seems unfair to the dealer: some
CEO somewhere has decided he will accept nothing less than "excellence". It must
cost the dealer something to send out these letters. And
unfair to put me in a position of having to be less than truthful when I receive the
call. I'd be satisfied with really good service, I don't demand excellence in every-
thing. Maybe I'm extremely picky and excellence seems rare to me. The biggest improvement they could make would be to give Audis as
loaners instead of the big stuff they normally give you.
Anyone else had this kind of experience?
Junior Member
Joined: May 2000
Posts: 664
Likes: 0
Yes, the dealer that I go to has a sign posted saying...
A 5 is a 100% score
A 4 is a 50% score
If you choose to give us a 4 on a survey, please let us know why you are giving us a failing grade.
Stupid Audi for grading them that way. Whats the point. What is a 3? A 0%? Are the others negative?
Anyways, I've gotten things in the mail twice - from two separate dealers that I need to perform my 15k service ASAP. One of the dealers was the one that performed the 15k service way back in early January. To top it all off, that dealer called me on Monday telling me that my car was due for 15k service again (hello, you already did it!). Even better, my car was currently parked in their lot having some bad body work fixed up and I had their loaner car!
I should have said, "if you want to perform the 15k service again, go ahead its right outside your window."
A 4 is a 50% score
If you choose to give us a 4 on a survey, please let us know why you are giving us a failing grade.
Stupid Audi for grading them that way. Whats the point. What is a 3? A 0%? Are the others negative?
Anyways, I've gotten things in the mail twice - from two separate dealers that I need to perform my 15k service ASAP. One of the dealers was the one that performed the 15k service way back in early January. To top it all off, that dealer called me on Monday telling me that my car was due for 15k service again (hello, you already did it!). Even better, my car was currently parked in their lot having some bad body work fixed up and I had their loaner car!
I should have said, "if you want to perform the 15k service again, go ahead its right outside your window."
New Member
Joined: Aug 2000
Posts: 446
Likes: 1
Re: service follow-up survey question
I've gotten the same treatment. A call that says anything less than a 5 is failing. Even my salesman bluntly informed me that if I gave him less than a 5 he'd get less $. It does seem, to some extent, to make dealers more sensitive to service.
AudiWorld Uber User
Joined: Dec 2000
Posts: 53,281
Likes: 2
It's all driven by $$$$$$$$$$....>>
In today's world of automotive retailing, CSI (customer satisfaction rating) is king. The Distributors hold this over the head of every dealer to force them to pay attention to this very important aspect of dealing with the retail customer. Discounts and allocations are oftentimes dependent on CSI ratings. My sales guy did the same thing....basicallly instructed me to answer "5" to everything and bribed me with an oil change if I brought the survey in for them to mail. Some dealers naturally see the importance here and treat their customers the way they'd like to be treated. As a former OEM rep and Zone manager (for Honda), not all dealers see the importance in this and are out for the quick, painless buck in the deal. The manufacturers are forcing them to pay attention, although sometimes it appears forced and phony.
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