Ford Surveys

[garymkrieg]

I know there has been discussion about filling out a survey, from the dealer, after service is done. Is there any place where you can see the results of these surveys or is it strictly used internally.

[murphy]

I've never seen the results anywhere. I consider them worthless since all they are interested in is getting high marks. They don't seem to understand that superior service would automatically get them high marks.

[hybridbear]

I've also never seen the results anywhere but some ppl have said that they've gotten follow-up from Ford Corp or the dealer if they give low marks along with comments to explain why.

[corncobs]

On my last survey I made a comment about not getting DRL enabled while it wasn't an issue at acdii's dealer.

A couple weeks later a received an letter with case number and that my feedback was taken seriously.

[murphy]

On my last survey I made a comment about not getting DRL enabled while it wasn't an issue at acdii's dealer.

A couple weeks later a received an letter with case number and that my feedback was taken seriously.

If you named acdii's dealer they will probably tell that dealer to not do that any more as the "taken seriously" response.

[corncobs]

If you named acdii's dealer they will probably tell that dealer to not do that any more as the "taken seriously" response.

I pretty sure I didn't name names.

 

Also I truly believe that because of all the buzz about the DRL option around the web it's now user selectable in the upcoming MY'15.

 

Now if the Ford service hotline would just stop saying it's not possible (or whatever they come up with) and give the correct instructions everybody would be happy.

[hybridbear]

I sure hope I get one of these surveys after this service experience because I am not at all pleased.

[swhall]

I just got the survey via email yesterday - I'm debating whether or not to fill it out. It's pretty much a waste of time. The dealer constantly reinforces the need for Excellent marks - else the world will end for them. I didn't have a bad experience but it wasn't perfect...

[keybman]

I am fairly certain that compensation is affected by the results of these surveys. Anything less than all 5's can result in less than full compensation.

 

My very first survey I completed was with my purchase experience. I gave my salesperson all the highest marks, but gave the "finance" department (which is a misnomer since I was not financing) a lower mark since I had to wait over 2 hours just to hand them a check. It turns out that since the aggregate score was less than 5 (meaning just 1 bad mark), my salesperson ended up getting a substantial hit on his commission. Totally unfair to the salesperson since he was not at fault for anything, but it was how it was done.

 

I would suspect that service visits have some similar repercussions, which would explain why there is an importance stressed surrounding the surveys.

 

If you had a good experience, it is definitely important to return the survey with all 5s. Its a win-win.

If you had a bad or a so-so experience, then I would leave it up to your discretion on how to handle it. Bad scores could punish, and I don't know what unreturned surveys do.

Edited August 14, 2014 by keybman

[hybridbear]

I am fairly certain that compensation is affected by the results of these surveys. Anything less than all 5's can result in less than full compensation.

 

Bad scores could punish, and I don't know what unreturned surveys do.

I feel like one salesman told us that he gets no commission if the survey isn't returned or if it's returned with bad marks. That's why they want to make sure that you're fully satisfied. That's why the dealer who sold us the white FFH gave us an extended warranty for free and the salesman gave me $40 out of his wallet to compensate me for the time I wasted due to their errors. He got all 5s on the survey & I used the comments boxes to explain the issues we had & how the dealership fixed the issues to earn their 5s.

[swhall]

Thanks keybman and hybridbear, I think I will go ahead and fill it out. No problem giving them 5s - especially since it does affect their bottom-line and they treated me well. :shift: