Ford survey

[Stangnut]

While I can relate to this very much (I work in the oil and gas industry where we also have a "Goal Zero"), asking to fill out a certain outcome on a survey sounds like: "Let's don't and say that we did.". The real and proper question should be: "What else can we do to get you to give us an excellent score?"

Now that's the way it should be.

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[ShoNuff]

My dealership is pretty annoying with their effort of customer service. It is only a problem because I think of it as "too much of a good thing". When we bought our Sonata, we had to go through the entire manual page by page and then go through every button and nob inside the car. I know its them being helpful, but when it turns into a 3-4 hour ordeal to hand over the keys (when we aren't even haggling for the price for 5 minutes of that) its a bit exhausting...

I think I'll just let my salesperson know ahead of time that he is more likely to receive a 10 of 10 if we don't have to repeat that entire process for the Mustang.

Its like when I used to work in retail, my managers would say they were more than happy to take customer complaints about too many of us on the floor asking if customers needed any help.

 

[Texican1911]

As a Ford sales guy, they aren't wrong when they say not perfect = fail. You can put excellent on all but one and put very good on that one and it's a fail. That's just how they do it.

 

[ShoNuff]

As a Ford sales guy, they aren't wrong when they say not perfect = fail. You can put excellent on all but one and put very good on that one and it's a fail. That's just how they do it.

Yup - its pretty much how all surveys work in any industry. When looking at an Net Promoter Score (NPS) type scale 9-10 are attractors (positive points). 7 or 8 are neutral (no points) and 0-6 are all negative (considered failure). So that is why they push for 10s every time - because pretty much everything else hurts them. I wouldn't be surprised if 8-9 were neutral scores and 10 was the only attractor in this case...

Its a tough life - especially if bonuses rely on getting 100% of 10s across the board then you get the folks who only rate 9 at the highest... because even though their experience was great - there is always room for improvement.

 

[UNtamed67]

The Ford survey asks if your sales person explained the Sync/MyFord/Nav stuff. I did not get 1 second explanation . I hope I will be able to figure it out myself

Got no info at all :shrug:....not sure they even knew anything about it....

I'll find out and have this great forum to post any questions that might pop up ! :cheers:

 

[Texican1911]

We all know how to work Sync, but we also have a guy who is dedicated to demoing MFT to new owners. Generally right after F&I or while waiting for F&I.

 

[Blacksheep]

My salesperson offered me an appointment with their sync expert so I can get a tutorial with it. At that point I just wanted to drive off with my very first v8. I figured it out myself. It didn't take much tinkering to connect my phone. The point is if they've been good to you then just give them excellent review. One good of fair mark takes it all away. Meaning it doesn't count.

 

[SVTFreak]

My salesperson offered me an appointment with their sync expert so I can get a tutorial with it. At that point I just wanted to drive off with my very first v8. I figured it out myself. It didn't take much tinkering to connect my phone. The point is if they've been good to you then just give them excellent review. One good of fair mark takes it all away. Meaning it doesn't count.

This.

I had to leave also. My salesman called me shoetly faster and told me "if you have any issues, come back and I'll walk through it with you, any time"

 

[EngineerDave]

When I picked my car up I had a 15 minute "features" lesson with their SYNC guy. He setup my iPhone with the car, went through to show me any and all features associated with the car and if I had any questions. I travel a lot for a living so I was pretty well informed as far the SYNC setup goes, but he did show me the two "secret" compartments (manual storage and sunglass holder.)

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