After Purchase Ford Survey

[TentacleKitty]

For those who have received their cars, you likely got an email survey from Ford (see example screenshot below). I'm not asking how you responded, but more interested in how many of you actually took the time to do it.

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[BlackIsFastest]

My salesman told me that anything other than a 5 for every question is a considered a failure. Since I had no problems during the purchase I gave them all fives.

 

[TentacleKitty]

My salesman told me that anything other than a 5 for every question is a considered a failure. Since I had no problems during the purchase I gave them all fives.

My dealer (salesperson) said the same thing to me.

On a related note, I can recall there were TWO times my dealer (salesperson) was especially *sweet* to me in the entire order-to-delivery process over 12 weeks. The first time was just before I put down my $500 deposit for the order, and the second time was after I got the car and they asked me to give them a stellar review on this survey.

 

[Skye]

It's my understanding these survey and after-purchase ratings directly impact salesperson commissions.

Anything other than maximum ratings reduces the salesperson's commission on that sale.

 

[BlackIsFastest]

You jogged my memory as my salesman said the same thing. If you had no problems related to the salesman why not help them out.

 

[shogun32]

it's not just a failure, some dealer management will FINE the sales-man at least 1 if not 2 flats. So they can lose money big time. It's a Ford 'scam' IMO - they don't actually want honest feedback they just want you to lie to them. JUST LIKE US airforce self-assessment and professional reviews where a '3' average might as well be 'get ready to get drummed out of the service' for conduct unbecoming.

Best IMO is to throw the survey away and call Ford HQ and chew their ass for a brazenly dishonest and worthless survey effort. Whomever at Ford running this program needs to be fired for gross incompetence and waste of corporate funds.

 

[Smunczen]

I haven’t gotten one from the last new Ford’s I’ve bought in the last 3 years.

 

[fcuboi]

My salesman told me that anything other than a 5 for every question is a considered a failure. Since I had no problems during the purchase I gave them all fives.

Same exact thing for me when I bought my Fusion. (Long live the Fusion!)

 

[lugbolt]

I work at a dealer (not Ford) and yes anything less than top notches in the CSI surveys are considered failures, and oftentimes the dealer will call you and try to get you to change your answers. They'll do that by offering you a second chance at regaining trust and confidence in the dealership.

From the dealer's side, y'all gotta remember that a dealer has more than a sales department. There's a service dept, finance dept, parts dept, and sometimes even a body shop and detail shop. Each and every one of those departments can make or break a customer's satisfaction. Really the more people that a customer has to see, the more likelihood of a "ding" in the CSI survey. For that reason I believe dealers really should keep customer interaction to one or two people.

I've been on both sides of the counter-dealer's side AND customer's side. I can tell you that a pi** poor service advisor and/or manager can absolutely destroy your confidence in the dealer, as can a salesperson, a parts person, a greeter, really every single person in the dealer has the responsibility of representing the dealership. All it takes is one bad apple to spoil the entire experience. And I've done it. We all have a bad day once in a while.

yes some dealers will use the CSI surveys toward or against commissions, which is why if you have a problem, they'll not quit calling you until it's fixed....which IMO, can aggravate whatever problem there was to begin with. But if there ain't no problem, give em good marks. Put the shoe on the other foot, if you was the salesperson would you not want a satisified customer to fill out the survey as such? Our dealer does not do this, but our guys don't have any problem with making people mad in many ways. One guy in parts is a little crusty but "most" people can see right through it, he really is a great dude once you get past his depressed demeanor.

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