Needsdecaf

I work for a company that puts a lot of stock in customer service, and uses a detailed survey to track customer enjoyment. It's been revamped over the years. I can comprehensively tell you that we do NOT view anything lower than a 10 as a failure. We aim for 92% or higher. That culls out the wackadoos (and they are out there). We also don't tie fiscal performance strictly to the numbers. Your overall results are looked at when your review time is up, but we don't hold back bonuses upon a certain grade on a survey. Leads to cheating and "buying the survey" which we have found costs more money and leads to customers who are just as unhappy anyway. Lose lose.

Quadcammer

Maybe you can share why such moronically ****ing stupid surveys are used? 10 or nothing is binary and apocalyptically stupid.

Whats preventing porsche from rating things on an actual 10 point scale instead of this retardation?

maxpowers

Maybe I have a different mindset than the people creating or evaluating surveys, but if there is a scale from 1 to 10 where 1 is "horrendous" and 10 is "outstanding" I don't understand why a 9 would be considered a failure. If you get exactly the service you're expecting, no more and no less I wouldn't call it "outstanding".

I've brought my car in for the same problem multiple times and it bothers me when they tell me it's fixed and running perfectly and on the way out of the dealership I have a check engine light or some other error message on the car and the problem is also not fixed. How do they not notice that when they're bring it to me? It just seems like they're throwing their hands up and not even trying to fix them problem. I think they just want to tell me everything's fixed to get rid of me since it's not a major issue to them.

If they tell me it's not their fault and the car is just poorly built what do they think I'm going to put in the survey when it asks about how my opinion of the brand has changed since getting the car serviced? I thought spending the extra money to buy a Porsche vs. a Mustang, Corvette, etc meant the people building the car had some pride and it was built with quality in mind. Not that the car will fall apart and be impossible to drive day to day in a few years because "that's what high performance cars do".

Guess the quality control has gone downhill since the days they built the 356. I'm going to feel lucky if the car makes it to 10,000 miles.

Dewinator

I have no idea why you guys even participate in the moronic survey shenanigans. Just delete the e-mail it takes a half a second vs wasting time filling the worthless thing out and being honest and wasting even more time when they harass you about it or lying on it.

Companies that have actually good customer service don’t need a bunch of dumb surveys to tell them what they already know.

Needsdecaf

I agree and disagree.

I agree from the perspective that with these particular surveys, anything less than a 10 is the same as a zero. Which is utter BS. So I skip them as I never give 10’s unless truly earned.

I would disagree with your last statement that companies that have good customer service don’t need surveys. This is how companies with good customer service keep giving you good customer service. Unless you work for a sole proprietorship, management is not watching every employee. I can’t be witness to every single interaction with a customer that my staff has and I have a staff of less than 10. Imagine you’re running a department store with 100+ employees. How do you know which ones are good and which ones aren’t? Because they aren’t all good. You need a feedback loop to improve without it going public. Because man, people like to vent and if you don’t give them a place to, they WILL find it.

73strat

I bought a CPO car from a Maryland dealer last summer. Salesman told to expect an email for a survey. He was hoping for a good review and let me know it was important to him. Never received the email. Called Porsche to be sure they had my email correct: it was. Still never received an email (and I checked my junk mail).

I wanted to give the salesman all tens because he earned and deserved the grade.

99999

The world would be such a better place if everyone just followed this advice.

bkrantz

Agreed. Any closed end rating scale implies that the top score signifies exceptional achievement. Better than average "good" gets a 6 or 7 out of 10, IMO.

Inflated grading is made worse when most people do not even know what excellence looks like, let alone how to judge it.

Needsdecaf

You quoted my post but I honestly can't tell if you thought I agreed with this sentiment or not.

For the record, my post was trying to say the same.

Dewinator

Aren’t the lowest level supervisors checking up on people to see how they’re doing though? Of course upper management can’t be everywhere, but shouldn’t like the shift leads or whatever equivalent be reporting up everyone’s performance to them?

Beyond just that, people don’t just succeed in a vacuum. If management hires the right people, and trains them right, I feel like they can set employees uo for success and reduce how much they need to be watched at every second.

Penn4S

I gave lower than 10 after a dealer visit a while back. The dealer called me in what seemed like days after to ask why and how they could earn a higher rating. He was clear that Porsche and the dealers take the ratings quite seriously. They were Johnny on the spot after that and always made sure I was satisfied with my visit before leaving.
The comment was made above that if they do what they are supposed why do they need to be graded a 10 for outstanding. A 10 grade means they did what they were supposed to on service and all the rest, loaner condition, communication, showroom comfort, etc should earn them a 10. A 10 signifies doing what is expected well.
Not my grading system but Porsche has been tough with dealers for years.

Soul Performance

I agree totally! It seems that (at least in my experience) I was instructed to ask for a 10 on the surveys at any of the dealerships that I worked at and anything less would not only directly effect my paycheck, but with enough sub par (read, anything less than a 10) surveys the dealers could actually start to see a reduction in allocations of the hot selling cars. Visa versa for a plethora of 10/10 surveys, hence why they try to "buy" the 10. Again, this is just my personal experience.

simaservis1108

Wrong post.

NF4710

After a recent poor service experience here in LV I wrote to Porsche. All I got was an email stating they have documented my concerns for review and a suggestion to use the dealer locator to find another dealer. (Truly a slap in the face lol)

Wrote a letter to the service manager and he did contact me and try to make some concessions and excuses. While he did cut me a small refund check it was less than I was owed and he never followed through with the other (more important) issues.

So in my experience it sadly doesn’t matter what you do. These guys have another sucker showing up at their dealership every second. Owners need to vote by servicing their cars elsewhere. I have had better service experiences from Audi, MB, BMW, Nissan, and Honda.

NF.

Spyerx

same. I’m very direct. Good and bad. I get good service. Direct praise. Poor service. Coaching moment for the management on expectations. It works. Try it.

surveys, most don’t act on them.