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Let me take a moment to present a Dealership's point of view.
First and foremost ... the dealer who complained to you about your survey was WRONG, WRONG, WRONG. If he lost a lot of money because of it then he needs to revisit his pay plan with his bosses, NOT blow you out....EVER.
The surveys are SUPPOSED to be a "training and information" tool. What happens in the rear world however is sometimes quite different. Dealers use them as a club over employees treating each survey as the gospel with no margin of error at all. SAAB uses them as a club over the dealer to determine whether to pay out potentially HUGE cash rewards. And customers sometimes use them to vent their frustration over things totally unrelated to the actual service visit.
I don't mind getting surveys both good and bad as long as they have been filled out by rational minds and actually reflect what truly transpired on the specific service visit referenced. Too often however I've recieved EXTREMELY negative surveys because headlight bulbs have burned out AGAIN, the seats are uncomfortable, the dealer did not respond to a letter 2 years earlier (that is a true example sadly enough!), or any number of reasons that are unrelated to how well you were treated by service or how effectivly your car was repaired/serviced. There is a place on the survey to express those other frustrations, but don't take it out on the Tech or Service Advisor because SAAB won't buy a decent bulb or whatever. That survey is supposed to represent their reputation for making the best of each situation and each of my Techs and Service Advisors take these surveys very seriously. The Dealer Owner and SAAB NEVER look at the survey as their grade ... it is considered the sole measure of the effectiveness of the Advisor or Tech.
Someone mentioned that they were surprised that SAAB would release the names of the survey participants. I can understand the reluctance of the customer to provide this ... but a survey without any identification is useless to us as a training tool, after all, if you said we did not fix it right or whatever,how can we look back and see who the tech was? what was the concern? what was the correction that was made that did not work?, who needs training and in what field? If you have not already called us so we can reschedule, how can we contact you to be proactive about correcting our mistakes? ... BUT ABOVE ALL ELSE, WE SHOULD NEVER COMPLAIN TO YOU ABOUT HOW YOU FILLED OUT YOUR SURVEY! we just ask that you be as fair and honest as you can be.
I am the Service Director and I call anyone who sends us a survey where we have scored less than 93 out of 100 or written in a negative comment. My call however is not to complain, it is to ask what we did wrong and how we can do better next time. This is what I see the surveys as being useful for.
OK .... I'm done now
posted by 67.32.4...
, Wed, 16 Feb 2005 20:41:36
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