Dealership Customer Experience Survey

Bavanew

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Is it just me or are the sad/happy scales used in customer feedback surveys, absolutely ridiculous?

Some are 1 to 5 and I've seen them go as high as 1 to 20.

What is wrong with 1 to 5?
For example, UPSET, NOT SATISFIED, SATISFIED, PLEASED, VERY PLEASED. (Something to that effect)
Instead, they have, HAPPY, VERY HAPPY, EXCITED, CREAMED MY PANTS, REMOVE PANTS. I'm obviously exaggerating, but I'm not far off. See attached excerpt for my TRX purchase.

Scale is from 1 to 10.
Number 7 is OUTSTANDING. What else could be better than OUTSTANDING? I'll tell you, it's TRULY EXCEPTIONAL. Look up the definition of Outstanding. The answer: EXCEPTIONALLY GOOD! If it's Exceptionally good, then it must be truly exceptional. What do numbers 8 and 9 infer if 10 is Truly Exceptional? Makes me want to provide a $shit review because the survey is so full of itself.

The truth is, I received professional service and I was pleased with my overall experience. It was not outstanding service, but it was very good service. It was no more or no less than what I would expect.
Why is that not enough?
If you want an outstanding review, then pull out the red carpet, make me a coffee, rub my back. Then, just maybe, I'll say it was outstanding. You want truly exceptional? Well, the things to be done might be considered inappropriate. lol
I would rate it at 6, which is one value below Outstanding. I would quantify that as, VERY GOOD! But 6 out of 10 sounds pretty bad, right? So, they'll call me and ask me why I only gave them a 6. Unreal.

I'm going to call them and ask them if my money was good, outstanding or truly exceptional. Or, was it better than the other customer who also wanted a TRX.
I'm just going to make a point, to convey how ridiculous it sounds.

I just had to rant about that......
 

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Jarret

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2021 Ram TRX LE
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2015 Challenger Hellcat
Welcome to ISO 9001:2015
Please refer to the Quality Management System manual, chapter titled: Sales, section: Customer Satisfaction.
They send those out because they are "required"...

I hate ISO....:LOL:
 
OP
Bavanew

Bavanew

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Welcome to ISO 9001:2015
Please refer to the Quality Management System manual, chapter titled: Sales, section: Customer Satisfaction.
They send those out because they are "required"...

I hate ISO....:LOL:
You're absolutely correct. It's not the dealerships who create those surveys, but they rely on those surveys.

To those that formulate them, convert them to a bedroom satisfaction surver and submit to your partner.

See how quickly the scale drops to 3.
1= good
2= great
3= can't get enough.
 

Carlos Danger

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2018 Cadillac Wagon Queen Family Truckster
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2017 Cirrus SR22T
I tell the dealerships up front that their indication of my satisfaction is that I am buying the car from them, and to not send me those surveys. If they do send it, they get all negative feedback because they failed to deliver on my request, which is poor customer service lol!
 
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