Being brutally honest in customer satisfaction survey
#16
Three Wheelin'
Here is the simple answer. Porsche takes these surveys very seriously, and can be very punitive to dealers. You should never turn one in without giving the dealer the courtesy of trying to make things right, and not blindsiding them. Yeah, that sounds pretty short term, and you don't know if they are just appeasing you, or actually making changes. Weigh all that stuff in relation to who gets punished the most by a bad survey, regardless of your intentions. The short answer here is the sales guy. If he's not the culprit, you should try and find an amenable solution with the dealer before torching them.. That doesn't mean there aren't dealers out there who deserve a good torching.
Then, of course, there is the selfish angle of selling your survey for a few pieces of silver. You'd be surprised what they are willing to give you for a good survey. This happened to me in February at a GMC dealership. The salesman was a young fellow that did a great job, and I didn't want to punish him for the horrible service department. I set up a meeting with the GM to tell him he was about to be torched. He acted appalled by the treatment I received, and shocked me on his make right offer. I had fully intended to torch them, but they gave me a way out w/o killing the salesman. Yeah, I sold my soul for a few pieces of silver.
Then, of course, there is the selfish angle of selling your survey for a few pieces of silver. You'd be surprised what they are willing to give you for a good survey. This happened to me in February at a GMC dealership. The salesman was a young fellow that did a great job, and I didn't want to punish him for the horrible service department. I set up a meeting with the GM to tell him he was about to be torched. He acted appalled by the treatment I received, and shocked me on his make right offer. I had fully intended to torch them, but they gave me a way out w/o killing the salesman. Yeah, I sold my soul for a few pieces of silver.
call the dealer and they'll work with you before you fill out the survey. PCNA take these surveys very seriously.
#17
In the past, I thought surveys were useless and indeed nothing ever came of them.
In the past few years with email surveys and computer response, the time to response is a day or so.
Everyone I have filled out and explained the problem in detail has resulted in a very quick response in different fields of product/service.
I have had only one negative with my Porsche Dealer/ Service and got a call from the Service Manager the next day to come back in and fix it the third time and he did.
BTW the problem was not the car but in the application of the clear wrap.
-Richard
In the past few years with email surveys and computer response, the time to response is a day or so.
Everyone I have filled out and explained the problem in detail has resulted in a very quick response in different fields of product/service.
I have had only one negative with my Porsche Dealer/ Service and got a call from the Service Manager the next day to come back in and fix it the third time and he did.
BTW the problem was not the car but in the application of the clear wrap.
-Richard
#18
I did it once and head of dealership called me and complained. I then told Porsche about it and didn't go there for a long time. Now he's gone and they've much improved. They won't improve unless you're honest but be prepared Porsche shares the information about your identity.
#19
Three Wheelin'
Words of wisdom from my father. Two things you never screw with ... another man's wife and another man's paycheck. I never fill out negative surveys if it's going to affect someone's livelihood. I stop giving them my business and move on.
The following 2 users liked this post by R_Rated:
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George from MD (12-31-2020)
#21
Three Wheelin'
It's hard for someone to improve their performance unless honest feedback is provided. Sounds to me like you did the right thing. I'm also one to be honest on every satisfaction survey I receive. My last two trips to the dealer were both sub-par to say the least, and my survey reflected that, and yes, I received a follow-up call to discuss.
#22
The problem remains PCNA's inflexibility on scoring !
Say they did a decent job, a little on the pricey side, they took a day longer because a part was not in stock.. You're not unhappy - you want to give them an 8/10. Should be fine... But if it's not a 10 it's *unacceptable* and they will call you.
They should have a realistic scale, with an average.. Any service dept <8 average gets a call... That would be better...
My dealer's receptionist/service booking person is just awful and really should seek employment in the prison bureau... The service advisors are great. You can't ding one without really dinging the others... The problem needs to be fixed on PCNA's side, the dealers have to play the game... They even added a question like "did the dealer ask you to rate them 10?"... Of course they did, but I have to lie ! Silly system...
Say they did a decent job, a little on the pricey side, they took a day longer because a part was not in stock.. You're not unhappy - you want to give them an 8/10. Should be fine... But if it's not a 10 it's *unacceptable* and they will call you.
They should have a realistic scale, with an average.. Any service dept <8 average gets a call... That would be better...
My dealer's receptionist/service booking person is just awful and really should seek employment in the prison bureau... The service advisors are great. You can't ding one without really dinging the others... The problem needs to be fixed on PCNA's side, the dealers have to play the game... They even added a question like "did the dealer ask you to rate them 10?"... Of course they did, but I have to lie ! Silly system...
#23
Registered User
I happen to have an indepth knowledge of these surveys work, as I was part of a team tasked to improve my organizations scores (non automotive)...
Some food for thought:
1) On a 10 point survey (1-10), anything less than a 10 is a failure. There is no difference for most surveys between a 6 and a 9. Usually they count the percentage "top box" that gave a "10." This takes out the truly disgruntled folks that give a "zero" and destroy the results.
2) There is no such thing as an anonymous survey. If the comments are nasty enough, it will be dug up for educational purposes. Your name may not be on it, but your date of visit, vehicle type, and visit type likely are... Doesn't take Sherlock to figure out the rest.
3) Low scoring surveys are devastating. 1 or two bad surveys, can kill your score. Most groups score in the mid 95% range, that's considered "average." If you are part of a survey where the scoring is averaged rather than "top box", a zero absolutely kills you. As a dealer, I suspect most would go out of their way to find out why that happened, and who did it, so they can "learn."
Good luck!
Some food for thought:
1) On a 10 point survey (1-10), anything less than a 10 is a failure. There is no difference for most surveys between a 6 and a 9. Usually they count the percentage "top box" that gave a "10." This takes out the truly disgruntled folks that give a "zero" and destroy the results.
2) There is no such thing as an anonymous survey. If the comments are nasty enough, it will be dug up for educational purposes. Your name may not be on it, but your date of visit, vehicle type, and visit type likely are... Doesn't take Sherlock to figure out the rest.
3) Low scoring surveys are devastating. 1 or two bad surveys, can kill your score. Most groups score in the mid 95% range, that's considered "average." If you are part of a survey where the scoring is averaged rather than "top box", a zero absolutely kills you. As a dealer, I suspect most would go out of their way to find out why that happened, and who did it, so they can "learn."
Good luck!
#24
Three Wheelin'
I got a customer satisfaction survey from Porsche and I was brutally honest when filling out. Now that I'm at the end it's asking if I want to share my answers with the dealership and Porsche or make it anonymous. If wrote a lot of negative comments about the service experience and their inability to fix the problems as well as comments made by the service adviser I didn't much care for. I also put down a lot of the negatives about the car in general.
If I share it with the dealer and Porsche I'm afraid the dealer will retaliate by giving me worse service going forward and when the warranty is over will rip me off. If I keep it anonymous anyone ever see it?
If I share it with the dealer and Porsche I'm afraid the dealer will retaliate by giving me worse service going forward and when the warranty is over will rip me off. If I keep it anonymous anyone ever see it?
#25
Three Wheelin'
Porsche dealers are no better than Chevy dealers or Volvo dealers. All the same. I bought two brand new Porsches from the same dealer and one experience was great and the other mediocre. The more expensive car was the more miserable experience. I knew which 911 I wanted so could order it without needing any SA input which was uselss (to me) anyway.
Just chalked it up to individuals and their differing personalities. But I did see the same guy spending more time with older couples trying to order Macans and Cayennes. With my 130k MSRP C4S, he couldn't be bothered to even spend 30 minutes on test drives or even actual delivery. And I am a middle-aged guy. People have thier own prejudices and I am not interested in them. I did my research and ordered the car I wanted.
Previous service advisor was excellent. Now there is a new guy who is robotic in person but responds in emails with details. As long as I can get what I want or expect for service, I usually ignore the human factor.
Just chalked it up to individuals and their differing personalities. But I did see the same guy spending more time with older couples trying to order Macans and Cayennes. With my 130k MSRP C4S, he couldn't be bothered to even spend 30 minutes on test drives or even actual delivery. And I am a middle-aged guy. People have thier own prejudices and I am not interested in them. I did my research and ordered the car I wanted.
Previous service advisor was excellent. Now there is a new guy who is robotic in person but responds in emails with details. As long as I can get what I want or expect for service, I usually ignore the human factor.
#26
If you give them less than a 5, they'll call you and ask what they can do better.
I gave my sales guy a 4 on technical knowledge when I bought the Cayenne and the GM called and asked what the problem was.
I gave my sales guy a 4 on technical knowledge when I bought the Cayenne and the GM called and asked what the problem was.
#27
I never got one
I purchased my car CPO in New York and they never even sent me one...
#28
Rennlist Member
Our service advisor and tech performance was so consistently arrogant and bad, and they knew it - they never even gave us a survey!! I called PCNA and filed a formal complaint against them. PCNA gave me the option of taking it somewhere else since "you may not get great service there" - I said screw it called the same dealer and made them come pickup our Macan to fix the same problem again. I walked up to the advisor to pick it up a week later and looked him right in the eye - he knows he sucked and he apologized. (Rector Porsche in Burlingame if you're interested; avoid like the plague)
#29
I like my sales associate but have not had great experiences with the service dept. I live a long way away, so when i go to pick up my car, and the warning light is still flashing, I mean-what are you supposed to say when they ask on the survey if the problems were fixed? I said 'no' and received a call from the service advisor, I think within the hour. He said something to the effect that Porsche really wanted me to be happy. The service manager did actually come by my house on his way through town with the Porsche computer to try and reset the warning light so I thought this was exceptional. I am convinced over the years though, that giving less than a perfect score does damage your relationship a little, so beware.
Jim
Jim
#30
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Reading these comments from a customers point of view is quite interesting to me. As a former Porsche Service Advisor, all I can say is that the frustration with these surveys and the politics behind them is shared.
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Jon Wheel - Marketing Manager
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