Post Sale Customer Survey
August-23rd-2002, 12:58 PM
#1
Registered User
Thread Starter
Join Date: Aug 2002
Location: Northern VA
Posts: 133
Post Sale Customer Survey
I'm not sure what forum this goes in since there isn't a dealer forum.
I have a question about the survey Mazda mails to you about your buying experience. Our salesperson at brown's mazda in fairfax, va told us that any rating below 10 (out of 10) in any category reflects poorly on him...in fact if he gets below an average of 80 he has to pay a difference!
Now this is what gets me...on the survey it asks about the finance dept, condition of the store, the sale manager, and even the used car process. The salesperson insists that low scores count towards him.
Reason is it took us 4 hours to buy our car (with a toddler) after a lowball trade offer...the office was really dirty with peeling paint and torn carpet, the sales manager told me my trade was worthless and he wouldn't deal on the price of the car (it took us to actually walk to our car to get it for $500 less than msrp)...the finance dept was backed up for 2 hours (we waited for 2 freakin hours)...only to hear that there was a fight amongst the finance guys and one guy got fired...this was one of hte worst car buying experiences i've had even though the salesperson wasn't at fault (now my only way to give feedback will only hurt him...so i get it)
what i think is jd power does the dealership survey and ranks them based on the customer surveys the auto mfgrs themselves collect...i'm of the opinoin that this is a line to force customers to rank their experiences higher than they should be
i'm just curious if anyone else got the same story?
I have a question about the survey Mazda mails to you about your buying experience. Our salesperson at brown's mazda in fairfax, va told us that any rating below 10 (out of 10) in any category reflects poorly on him...in fact if he gets below an average of 80 he has to pay a difference!
Now this is what gets me...on the survey it asks about the finance dept, condition of the store, the sale manager, and even the used car process. The salesperson insists that low scores count towards him.
Reason is it took us 4 hours to buy our car (with a toddler) after a lowball trade offer...the office was really dirty with peeling paint and torn carpet, the sales manager told me my trade was worthless and he wouldn't deal on the price of the car (it took us to actually walk to our car to get it for $500 less than msrp)...the finance dept was backed up for 2 hours (we waited for 2 freakin hours)...only to hear that there was a fight amongst the finance guys and one guy got fired...this was one of hte worst car buying experiences i've had even though the salesperson wasn't at fault (now my only way to give feedback will only hurt him...so i get it)
what i think is jd power does the dealership survey and ranks them based on the customer surveys the auto mfgrs themselves collect...i'm of the opinoin that this is a line to force customers to rank their experiences higher than they should be
i'm just curious if anyone else got the same story?
August-23rd-2002, 01:03 PM
#2
Protege Enthusiast
Join Date: Jun 2002
Location: Mississippi
Posts: 70
When I bought my P5 six weeks ago, they didn't even mention the survey to me.
Having said that, my buying experience was very pleasant, with the exception of the wait to do the paperwork (to their credit, I did buy late on a Sunday afternoon so the staff wasn't 100%). The dealership had excellent selection, was very clean, and the salesman was friendly.
I haven't submitted my survey yet but I intend to be fully honest regardless of what people will think about it.
Having said that, my buying experience was very pleasant, with the exception of the wait to do the paperwork (to their credit, I did buy late on a Sunday afternoon so the staff wasn't 100%). The dealership had excellent selection, was very clean, and the salesman was friendly.
I haven't submitted my survey yet but I intend to be fully honest regardless of what people will think about it.
August-23rd-2002, 01:27 PM
#3
Protege Enthusiast
Join Date: Feb 2002
Location: Outside Tampa
Posts: 440
Is it the JD power one or the dealership survey?
I really don't care about how they feel when I am filling out the survey, the survey is about how they made you feel while buying the car. On mine there was a space for additional comets, thats where you could assign blame if need be. Don't let them bully you into anything you don't feel comfortable with.
I really don't care about how they feel when I am filling out the survey, the survey is about how they made you feel while buying the car. On mine there was a space for additional comets, thats where you could assign blame if need be. Don't let them bully you into anything you don't feel comfortable with.
August-23rd-2002, 01:38 PM
#4
Cripple Fight!!!!
Join Date: Nov 2001
Location: Northern VA
Posts: 1,944
hmm, brown's fairfax Mazda eh? I work like 5 miles from them, and takes my car there for any maintenance/warranty work that needs to be done.
guess their sales department ain't much better than any other dealers out there
but I have been lucky with their service department though. When I took my car in for the ignition coil recall, the service advisor just took my car in and did the work in 1/2 hour, even though I wasn't on his appointment list!
the bottom line, however, is for you to TRUTHFULLY fill out the survey of your buying experience. If it was bad, fill it out as so. Don't try to 'help' a salesperson by filling out ratings that they don't deserve.
guess their sales department ain't much better than any other dealers out there
but I have been lucky with their service department though. When I took my car in for the ignition coil recall, the service advisor just took my car in and did the work in 1/2 hour, even though I wasn't on his appointment list!
the bottom line, however, is for you to TRUTHFULLY fill out the survey of your buying experience. If it was bad, fill it out as so. Don't try to 'help' a salesperson by filling out ratings that they don't deserve.
August-23rd-2002, 01:57 PM
#6
Protege Enthusiast
Join Date: Jun 2002
Location: New Jersey
Posts: 95
They mentioned the survey to me. I still filled it out honestly and didn't give them very good scores. Then the salesman called me at work to bitch at me for the scores. I sent a letter to Mazda USA and I'm still waiting for a response.
August-23rd-2002, 03:00 PM
#7
Protege Owner
Join Date: Oct 2001
Posts: 731
these two threads are well worth the read before sending anything back to them:
http://www.protegeclub.com/forum/sho...&threadid=9797
and
http://www.protegeclub.com/forum/sho...&threadid=8350
in more than one case filling that thing out has caused enough headaches that not sending it back might be the best thing to do!
http://www.protegeclub.com/forum/sho...&threadid=9797
and
http://www.protegeclub.com/forum/sho...&threadid=8350
in more than one case filling that thing out has caused enough headaches that not sending it back might be the best thing to do!
August-23rd-2002, 03:10 PM
#8
Registered User
Join Date: Feb 2002
Location: central coast calif.
Posts: 260
i filled mine out honestly. what good is a survey if you don't? it took them 4 hrs to sell it to me then it wasn't detailed when i took delivery. i believe that the salesmen get bonuses for good ratings. i despise sales scum, i had nothing to loose.
i do have a great dealership though, the service department is very good.
i do have a great dealership though, the service department is very good.
August-23rd-2002, 03:25 PM
#9
WAZZU
Join Date: Jun 2002
Location: Seattle,WA
Posts: 613
My Dealership experience was awsome and the financing dept. just as good. Took me less then 1 hour from bargaining to driving the car off the lot and I got them to go 500 bucks above invoice.
I believe that this is the time to get even if you did not get the best experience. If a sales agent has contacted you for a score that he should not know, I would contact the Sales Manager and tell him that his sales associates has been harrassing. If not contact the dealership owner.
Don't be nice or respectful if they are not pleasant to you. This is the number one thing that I notice when I see people complain. You are the person spending the money to buy a vehicle, not the seller.
Tell them to
if they cause any problems.
I believe that this is the time to get even if you did not get the best experience. If a sales agent has contacted you for a score that he should not know, I would contact the Sales Manager and tell him that his sales associates has been harrassing. If not contact the dealership owner.
Don't be nice or respectful if they are not pleasant to you. This is the number one thing that I notice when I see people complain. You are the person spending the money to buy a vehicle, not the seller.
Tell them to
if they cause any problems.
August-23rd-2002, 04:14 PM
#10
Protege Enthusiast
Join Date: Mar 2002
Location: Boston
Posts: 292
DON'T DO IT!!!! IT IS NOT CONFIDENTIAL!!!!
I made the mistake and read what happened here
http://www.protegeclub.com/forum/sh...=&threadid=8350
Now I have to drive at least 45 minutes to a different dealer for service!
I made the mistake and read what happened here
http://www.protegeclub.com/forum/sh...=&threadid=8350
Now I have to drive at least 45 minutes to a different dealer for service!
August-23rd-2002, 04:17 PM
#11
Protege Enthusiast
Join Date: Mar 2002
Location: Boston
Posts: 292
Originally posted by kenp1972
They mentioned the survey to me. I still filled it out honestly and didn't give them very good scores. Then the salesman called me at work to bitch at me for the scores. I sent a letter to Mazda USA and I'm still waiting for a response.
They mentioned the survey to me. I still filled it out honestly and didn't give them very good scores. Then the salesman called me at work to bitch at me for the scores. I sent a letter to Mazda USA and I'm still waiting for a response.
I sent a letter to the owner and manager at the dealership, it seems they blew me off!
August-23rd-2002, 08:00 PM
#13
Registered User
Thread Starter
Join Date: Aug 2002
Location: Northern VA
Posts: 133
well at least i'm not alone...so they do send the surveys back to the dealer...i wonder if mazda even looks at it...this is bad for a post sales survey
i've dealt with post sale surveys before and after my wife and i bought our civic we were called the next week by a honda rep (not working for the dealer)...they said this conversation was confidential and only the overall compliments/complaints would be shown to the dealer (in other words we would not be singled out)...leesburg honda in va did such a great job: whole process took less than an our, we got the car for $500 over invoice and they even beat our credit unions finance rate
that brown's mazda was fishy...we also have another mazda dealer here called rosenthal...this outfit was run by the mafia until recently and has several open investigations by the FTC over fraudulent advertising (bait & switch)...so brown's was the only dealer that wasn't in legal straights when we got our car
i've dealt with post sale surveys before and after my wife and i bought our civic we were called the next week by a honda rep (not working for the dealer)...they said this conversation was confidential and only the overall compliments/complaints would be shown to the dealer (in other words we would not be singled out)...leesburg honda in va did such a great job: whole process took less than an our, we got the car for $500 over invoice and they even beat our credit unions finance rate
that brown's mazda was fishy...we also have another mazda dealer here called rosenthal...this outfit was run by the mafia until recently and has several open investigations by the FTC over fraudulent advertising (bait & switch)...so brown's was the only dealer that wasn't in legal straights when we got our car
August-23rd-2002, 08:10 PM
#14
Cripple Fight!!!!
Join Date: Nov 2001
Location: Northern VA
Posts: 1,944
Originally posted by jaje
that brown's mazda was fishy...we also have another mazda dealer here called rosenthal...this outfit was run by the mafia until recently and has several open investigations by the FTC over fraudulent advertising (bait & switch)...so brown's was the only dealer that wasn't in legal straights when we got our car
that brown's mazda was fishy...we also have another mazda dealer here called rosenthal...this outfit was run by the mafia until recently and has several open investigations by the FTC over fraudulent advertising (bait & switch)...so brown's was the only dealer that wasn't in legal straights when we got our car
August-23rd-2002, 08:41 PM
#15
Protege Newbie
Join Date: May 2002
Posts: 16
It is a survey send out from Mazda US or Mazda Canada after the car register. It is a very important to the headquarter to make sure customers are happy with their car. Everyone works in dealership scare a bad survey send back. Their pay plan is base on the score in the survey include sales managers, sales, even district manager from headquarter. It depends on the return ratio as well. So, dealerships encourage customers to send it back. End of the year, it has a draw for the customer to win a miata.