Ford "Customer Viewpoint" Survey

[Texican1911]

That survey is your sales person's report card. They ONLY part of it that does not reflect on them is the part about the appearance/cleanliness of the dealership. Even the finance portion, which I'm sure your sales person has little to nothing to do with, affects his score.

That said, if you received one and you're a happy camper, I'll ask on behalf of my brethren, anything except "completely satisfied" and "excellent" kills his survey.

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[ShoNuff]

My wife still gets calls every 6 months from her salesperson who she bought her Hyundai from, to check up on her and the car. I think there is such a thing as too much when it comes to customer service. Our Hyundai buying process took nearly 7 hours (the dealer used something along the lines of x-plan for that car as well). It wasnt the sales/financing process that took all that time. It was the insistent hours upon hours of them wanting to go through every page of the manual with us...

I'm hoping I can bribe my ford salesperson (same dealership "group") with good survey ratings if we can trim that process significantly when I go to take delivery of the mustang I'd rather spend the time driving than at the dealership reading about every button from the manual. However, already my salesperson doesn't seem as clingy as hers was - so who knows.

 

[rdycoss1]

Well.. it is one way to downrate a dealer so Ford will know about it and rethink its bonuses and allocations.

My experience with my dealer wasn't pleasant.

I purchased two 2014 V6-s back in April 2014. I wasn't happy with the dealership (not the salesman, but rather their service department) so I didn't send the survey back. Guess what, when I wanted to trade-in one of the V6 for a 2015 GT, the same salesman was sort of unfriendly and tried to brush me off (although he changed his attitude later...) As it turned out, he knew that I didn't send back the "anonymous" survey (and - I assume - was pissed off about that).

That's about anonymity...

 

[pctek]

I guess the survey is only going to certain buyers.. I have not received one...

 

[Texican1911]

I purchased two 2014 V6-s back in April 2014. I wasn't happy with the dealership (not the salesman, but rather their service department) so I didn't send the survey back. Guess what, when I wanted to trade-in one of the V6 for a 2015 GT, the same salesman was sort of unfriendly and tried to brush me off (although he changed his attitude later...) As it turned out, he knew that I didn't send back the "anonymous" survey (and - I assume - was pissed off about that).

That's about anonymity...

It's not anonymous. It says on it who it is from. I doubt he took that into account. More than likely, he probably thought you were not going to get out of a car you bought less than a year ago.

 

[Blacksheep]

That survey is your sales person's report card. They ONLY part of it that does not reflect on them is the part about the appearance/cleanliness of the dealership. Even the finance portion, which I'm sure your sales person has little to nothing to do with, affects his score.

That said, if you received one and you're a happy camper, I'll ask on behalf of my brethren, anything except "completely satisfied" and "excellent" kills his survey.

How do the "craftsmanship" of the vehicle. That certain has nothing to do with my salesperson. I had very slight hood misalignment. Just recently saw it before the survey came. So when I did the survey I was being honest and told them about it so they can improve it. I put "very good" in the craftsmanship criteria. Otherwise it was excellent all the way. Would that junk his survey? My dealer and especially my salesperson was excellent.

 

[Texican1911]

How do the "craftsmanship" of the vehicle. That certain has nothing to do with my salesperson. I had very slight hood misalignment. Just recently saw it before the survey came. So when I did the survey I was being honest and told them about it so they can improve it. I put "very good" in the craftsmanship criteria. Otherwise it was excellent all the way. Would that junk his survey? My dealer and especially my salesperson was excellent.

I've got one right here on my desk where they left the "vehicle quality" question unanswered and it didn't kill it. That section might not hit the dealership/salesperson.

 

[deddmoney]

How do the "craftsmanship" of the vehicle. That certain has nothing to do with my salesperson. I had very slight hood misalignment. Just recently saw it before the survey came. So when I did the survey I was being honest and told them about it so they can improve it. I put "very good" in the craftsmanship criteria. Otherwise it was excellent all the way. Would that junk his survey? My dealer and especially my salesperson was excellent.

It didn't "trash" it, but depending upon how management at that particular dealership structures bonuses and how close he was to making group average or making the top xx percent, it could conceivably cost him his bonus. Its silly and unfair, but that's how it is at pretty much every ford dealer I know, including mine. But overall you left him a pretty good survey, odds are it probably raised his score if anything.

 

[Texican1911]

It always helps to put a "love letter" in the comments section.

 

[rdycoss1]

It's not anonymous. It says on it who it is from. I doubt he took that into account. More than likely, he probably thought you were not going to get out of a car you bought less than a year ago.

Well, as for any survey, one would expect that the feedback (or the lack of it) would be released anonymously to the people the feedback is about. Ford knows where it is from, sure, but the dealer should only receive i.e. the summary of all the feedback of a given period (i.e. half a year, etc..)

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