Z00mie

I recently had my Porsche Sport Exhaust (PSE) programmed at my local dealership and I am fully satisfied with my interaction there. My service advisor is always pleasant,helpful and informative. Following the visit, I completed a positive online survey and caught myself wondering, Will this matter? Do any of you folks work in this business and have any insight? Only once in many, many years have I given a bad review to a staff person (GM, Salesman, Advisor, Mechanic, Counter person etc. at Porsche). The dealership didn't contact me for follow-up, but the receiver of my bad tidings did! They definitely let me know that it wasn't appreciated! However, that was quite some time ago and in a different state/dealership,

hbear

skiahh

Generally, I can't see how these surveys matter. They encourage you to give them all 5s (10?), so those mean nothing. Anything less than a perfect score is a failure, then, so it's a binary system in a world that has many shades of gray. You either get a perfect score - which doesn't offer any suggestions or assistance in becoming better - or you fail. And lose allocation, bonuses, etc etc. It's a system that is really for show. Make it a yes or no questionnaire of that's the objective. If you offer "shades", USE THEM!!

I generally don't bother with them. I'm happy with my dealer and if I have any issues, I speak with them directly.

If there was something really bad, I'd fill out the form and give something less than a perfect score.

JFerraro17

hbear

goldduster

I'm in the business and you better believe that they are important to the dealership and the individual employees. Compensation, Incentives, Contests, Rewards, etc. are all controlled by this score. Basically it is binary. Either 10 or anything less might as well be a 0. A vindictive person can help destroy an innocent employee's career.

WhipE350

My dealership calls me every time I bring the car in. They say I will get a survey but not sure I get them, maybe I should check my spam folder.

bkrantz

That might be reality, but it is just plain dumb.

DerekS

gearFX

I'm curious, which employee (or whose career) is personally impacted by a negative survey for service? The actual technician who worked on your car, or the service advisor, or both? (Or does it depend on which metric we're talking about?) Surely they don't dock the tech's pay because the service advisor didn't "use a tablet" when writing up a customer's ticket (that is the most useless question I see on Porsche's surveys).

alex_c

A few months ago, a friend of mine, new to this country, went to buy a new Ford SUV for his wife. I asked him how was his experience, and he said it had been ok, and bought the car. Fast forward about 30 days, and something went wrong with the car, and he brought it back to the dealership.... He said that he felt they wanted to lynch him! He was berated for scoring all 7 - 8's on the survey. He was so confused and mad when he told me about the dealer's reaction. In his defense, he did rate them appropriately, a good experience, an 8, but not anything spectacular. But in their book, that had ruined them.

gellie

I doubt they have much of an effect. I had a less then optimal experience when buying my new 911. Filled out survey and gave a very honest and sub par review and explained exactly what went wrong and why went well. A short time later I received a email from the GM to call. I went through everything again chapter and verse. He told me not to worry and let him know the cost to remedy the situation. When I emailed him back to let him know the outcome he never got back to me. No follow up from PCNA either.

George from MD

They matter. I gave my local dealership a poor rating for poor service a few years ago and the GM called up basically cussing me out. I visited the same dealership last week and basically gave them all tens. They had improved greatly and the former GM is no longer there.

Pat1

They Matter, I'm a tech at a Mazda dealer and I get paid off the surveys. I get bad surveys on everything from the rental car being dirty to the traffic getting to the dealer. People are nasty. They complain about EVERYTHING! Bottom line make sure you state what you don't like about your visit. Don't give all 1's for bad coffee.

96redLT4

OP. There have been some interesting threads on this in the past. Bottom line. If you give your dealer/service center a bad CS, you will most likely get a call back. Be careful though as it might affect your future relationship with them if you need them to go to bat for you on anything with PCNA.

Jim