Giving A Ford Dealership Bad Survey Grades Is Basically Tossing Their Employees Out On The Street

Customer service surveys at car dealerships must be serious, serious business. That’s the only conclusion I can draw from Bob’s story about being bullied by the Ford dealership where he bought his Fiesta. They called him up to say that if he planned to rate his (unsatisfactory) service experience as anything but satisfactory, he would be hurting the dealership and practically stealing money out of employees’ pockets and yanking food out of their kids’ mouths. If he didn’t say nice things, the service manager insinuated, the dealership might decide not to service his car at all.

Bob writes:

After multiple attempts at fixing my new Ford Fiesta the dealership said their hands were tied because Ford considers my problems “normal”. The service tech and managers admit that they don’t feel the problems are normal but can’t do anything more because Ford won’t classify them as a problem.

Yesterday the dealership left me a message stating that I’d be receiving a survey and if they request that if you can’t mark it as satisfied with the service to contact them. I did exactly that and spoke with the dealership’s service manager and explained my concerns. He seemed to be understanding but stressed that a bad grade on the survey could affect the service tech’s and service advisor’s “paycheck and future employment”. When I explained that they didn’t really do anything wrong but I couldn’t classify myself as being satisfied he said that a bad survey could affect my ability to get service at his facility in the future and insinuated that I wouldn’t get good service in the future because they would know that I had given them bad marks. He also stated that he could refuse me service in the future. I feel like I’m being blackmailed.

No matter how hard Ford is coming down on them to get good customer service scores, this isn’t an acceptable tactic to reach the magical goal of 100%. At minimum, it sounds like it’s time to find a new dealership for service (assuming that warranty requirements mean that Bob has to go to a dealership to get his car fixed at all.)

RELATED:
Would You Give Your Dealership A Positive Rating In Exchange For A Free Oil Change?
Dealerships Fake/Alter Customer Satisfaction Surveys To Get Marketing Money From Toyota

Comments

Edit Your Comment

  1. chefboyardee says:

    Unless it’s 100% free and covered by warranty, going to the dealer is BEGGING to be ripped off. And even then, I’d still reconsider…

    • nbs2 says:

      I have to admit – I go to the dealer for the occasional service when the car is still under warranty. If nothing else, it helps develop a pretty good relationship with them for situations where I missed a recall or need work that I didn’t know would be covered under the warranty. I don’t take it in for every service – usually the 7500/22.5/etc where all that is generally needed is an oil change.

    • clippy2.0 says:

      so much this. When my wifes tire blew out, she put on the spare and drove it to the dealership. They wanted $800 to replace the blown out tire, and the matching tire on the other side (for even wear). Went online, bought 4 new tires, mounted and balanced on new rims, for about $1000. Dealership is a huge ripoff to go to for anything other than warranty work (Unless you have a foreign car of some sort that requires very specific knowledge to fix and maintain)

    • vorpalette says:

      Eh, I bought my Subie from a Chevy dealer and had an amazing experience; not only was the car in great condition AND a really good price (and this was after they put in about $1000 worth of maintenance and the thing had basically brand new tires), but they worked with the numbers to get the payments in a lower range for me, emailed to check up on how the car was doing, fixed a headlight that went out the day after I picked it up (and emailed me to make sure it had been fixed), have a very comprehensive online scheduling system for repairs (and good prices, to boot), and they offer free “pit stops” (which is basically where they fill your fluids and your tires). Plus, they give you a new car to borrow when yours is in for service. Our “regular” mechanic doesn’t work on Subies anymore, so I can either take it to an imports place to get fixed (nice guys, not bad prices, but no loaner car), or the dealer where I bought it (nice guys, not bad prices, easier to work with, loaner car).

      But I agree that many, many dealerships are the devil, especially if you’re unprepared and don’t know much about cars. I went in prepped for negotiation and knowing what I wanted and where I would walk away.

    • mypcrepairguy says:

      I used to agree with this, however once we moved to BFE (aka the 3rd largest city in WV) I soon realized that the most qualified folks to work on my vehicle was the dealer. Once I did this I was presently surprised by the straight forwardness of the dealer, and how then under no circumstance tried to up-sell me on anything I did not need.
      Additionally their prices are Cheap!
      This may not be par for everyone…especially those folk not in my area, however it is nice and refreshing to see an honest dealers–and not pay an arm and a leg for vehicle maintenance and repair.

      • Nigerian prince looking for business partner says:

        What’s their hourly rate? In this area, dealers are virtually always $20 – $50 more per hour than independent shops.

      • dorianh49 says:

        Presently surprised? Is that engrish? ;)

    • CalicoGal says:

      I’ve had nothing but good experiences with dealership service departments over the last few years— a Mercedes dealership when I had my smart, and a BMW dealership now that I have a MINI.
      Very accommodating, and do a good, straightforward job.

      • dangermike says:

        I wouldn’t buy a BMW after the experiences with my Mini and its dealership… especially since it was supposed to be one of the “good ones” as bimmer dealers go. Even with their ridiculously overpriced service, the engine still blew at around 70,000 miles. And I’ve never seen a car leak so many fluids so soon after assembly. It’s like they built it to reinforce all the worst stereotypes of both british and german cars. I’ll admit, though, it was fun as hell to drive the thing.

    • katstermonster says:

      My dealership is amazing, I’ve had nothing but good experiences. Their prices are competitive, and they have NEVER tried to push service on me. I went in for an oil change last week and got exactly that. They mentioned that my battery and brake pads might need to be replaced “at some point,” but they actually encouraged me to wait until my next scheduled service rather than doing it the same day. I realize that this isn’t the norm, and there certainly are bad dealerships, but they aren’t all bad.

      • Applekid ‚îÄ‚îÄ‚î¨ Ôªø„Éé( „Çú-„Çú„Éé) says:

        I scoffed at dealer service prices for years and I watched my first car basically go down in flames and leaking fluids by having it regularly maintained by local mechanics. I would get recommendations, try them out, get ripped off or get shitty work, rinse and repeat. And everyone I know is STILL getting ripped off, because when I tell them that my dealer does a great job, they just call me Mr. Moneybags.

        I pay more upfront (maybe 20%) for service from the dealer but the work has always been flawless and I’ve never had to go back to “tweak the fix”. My days of replacement alternators lasting only 60 days (resulting in more missed work and hassle, even if the repair of the repair was free), missing small parts not bothered to be replaced (like plastic caps on my tires or covering bolts on the exterior), and things that all of a sudden break after an unrelated repair are over. I was actually nervous that they would be more willing to sabotage my ride to coax me to walk over to the sales floor, but that hasn’t been the case at all.

    • gttim says:

      Had to take my Mustang to the dealer for a new clutch- not where I bought the car. I knew it would cost a bit more, but I figured something was wrong with the cable assembly, which had not been fixed correctly the last time I had a clutch replaced. Turns out it was not that much more for the clutch replacement, and they were able to correctly fix the cable assembly. Ford’s parts people shipped the wrong parts for the cable assembly, so the dealer provided me a rental for free over the weekend, since they would not be able to repair in the time frame they told me. I could not have been happier! I will pay a little more for service like that!

    • Fumanchu says:

      Most dealerships run service specials constantly around here. If you wait until those specials come up the service generally cost less than taking to random mechanic X or random national chain Y and the job is always top notch and if any problems do develop from the job they will fix it for free. I also find that the dealerships are more concerend with making sure you are a happy customer than random car buisness Z because they know that if they service your car well, the next time you are in the market for a new car you will probably consider them your top choice of buying it assuming its in their company.

    • maxamus2 says:

      All I’ve had are GREAT experiences from my Lexus dealer, and the cost was even less in a few instances than what my friend quoted me from his garage he owns.

      • TasteyCat says:

        Ditto. I also get 5 points per dollar and can redeem them toward service. My last service was free.

  2. KillerBee says:

    I get the impression Bob’s satisfaction level was not improved by that conversation.

  3. DanKelley98 says:

    The dealership has the backasswards. They should try to make things right with their customer instead of bullying. Losers like that deserve bad press.

    • shthar says:

      Which they won’t get here.

      I’m not even seeing the name of the town.

    • Difdi says:

      There are two ways to be seen as a fine, upstanding member of the community.

      Actually be one. Or have people so scared of you that they don’t dare say a word.

      Why do so many corporations choose the latter?

  4. clippy2.0 says:

    Jeep does the same thing; your survey results are passed directly to Jeep and the dealership with all your information, so it’s not uncommon to find your vehicle suddenly unable to receive warranty work if you tell Jeep you had a problem with the dealership. Retarded process, removes any incentive from the customer to actually complain

  5. AlteredBeast (blaming the OP one article at a time.) says:

    Hyundai does the same thing, when you buy a vehcile or get service (though I never got the service surveys for some reason).

    I used this as leverage when they didn’t pay my trade in’s loan off quick enough for my liking.

    “I’ll be happy to give you a great review once our transaction is completed, and my prior vehcile’s loan is paid in full.”

    Boom, done the next day.

    • menty666 says:

      I’m happy to say I haven’t had any problems with Hyundai, other than being slightly annoyed they don’t keep a few more parts stocked.

      I was told at one point that the service folks do get fined for low scores, so I’d guess that Ford is doing something similar.

      I feel a little bad for the OP’s Ford crew since it’s not necessarily their fault here, but it’s time to escalate up the chain a bit.

    • BurtReynolds says:

      At Hyundai anyway there is money on the line for the salesman on a survey for a new car purchase. If I remember correctly, I’d get $200 from Hyundai for a “perfect” survey and $0 for anything less than that.

      If I knew a customer had little reason to complain, I would just point out that if you thought this was a good experience, please put “excellent” as “good” is the same as “awful”. Terrible system by the way.

      This almost makes me want to buy my next car somewhere other than where I plan to service it on purpose, so I can be honest on the survey and not have my future service affected.

  6. aphex732 says:

    When we bought my wife’s new Jetta, the salesman told us that the way we responded on the survey had a huge effect on his bonus at the end of the month. However, he approached it from the angle that he wanted us to be able to rate him all “10”s, so that if there was any issue with service he’d like the chance to address it before we gave him a low rating.

    • MaxH42 thinks RecordStoreToughGuy got a raw deal says:

      Gee, imagine that, working for a good rating instead of threatening to get one.

      • dpeters11 says:

        Yeah, but I don’t like that if they even get a 9, it’s insinuated that it’s a bad review. It’s pass at all 10s or fail. If you have constructive feedback on something to improve, that can hurt the salesman.

        When we got our car, the salesman was fairly new (or at least that’s what he said.) My wife hates the typical sales pitch, so when he said “what can I do to get you in a car today” she told him customers don’t like the typical car salesman talk. He responded, but the problem is my boss tells us to say those things.

        • aphex732 says:

          I agree, it’s insane – he said that for VW, anything less than a 10/10 is a failing grade, and if their average is below a 9, it cuts their bonus in half.

          This is especially silly because a lot of the questions had very little to do directly with the salesman, such as cleanliness of bathrooms, appearance of dealership, happiness with the car purchase, etc.

        • elangomatt says:

          Yeah I really hate the fact that many of those satisfaction surveys are run that way. If it isn’t a perfect score, it is counted as a bad rating. I’m not likely to give someone a 10 out of 10 ever unless my experience was 100% perfect and fast and the person bent over backwards and twisted them self into a pretzel to make me happy. The the case like aphex’s though, I probably would give a 10 out of 10 if I thought the guy genuinely wanted to address all issues to get straight 10s.

          • Not Given says:

            I don’t give anyone a 10 on anything unless they shit rainbows or something, to me 9 is as close to perfect as humanly possible. I’d never give anyone a 10 on everything, ever.

            • finbar says:

              My thoughts as well. I would probably only rate someone a 1 if they were aggressively antagonistic or stealing from me. I would give someone a 10 if they did something crazy like break company policy to right a wrong.

    • minjche says:

      That’s what my Subaru dealer said, too. Basically he needed all 10-out-of-10’s or else he doesn’t get a bonus, so if there was anything less than a 10 to call him and let him earn the 10.

      Much better way of approaching the ridiculous standard that the manufacturer is holding them to.

    • smo0 says:

      VW IS fucking serious about those surveys.
      I bought 2 GTIs and they were ON it.
      Reminder calls, emails – the works.

      I’m not sure what their game is…. but at my job – I don’t get a weekly bonus unless I get a good customer feedback survey.

      Seriously – working at Apple – OUR ENTIRE JOB IS BASED ON THOSE FUCKING CSATS.

      If you call us and you get one – lie and say it was awesome… y ou get absolutely nothing for bitching… except you might have cost an agent his or her job and raise.

    • amhorach says:

      We had this same discussion at a car forum that I work on, and that’s exactly what I said. It got pretty heated, and there was a lot of feedback from people who work at the dealers, too.

      http://grassrootsmotorsports.com/forum/off-topic-discussion/manufacturer-survey-about-dealer/45415/page1/

  7. incident man stole my avatar says:

    Blame the OP for buying a Ford (Fix Or Repair Daily)

  8. IphtashuFitz says:

    I’m absolutely disgusted by the way dealerships beg for “perfect” scores on these customer satisfaction surveys. We bought a new car a few months ago from a dealership and they screwed up the delivery enough that it caused extra hassle for me. I had asked for 4 add-on’s (Lojack, heavy duty floor mats, etc). After putting my deposit down & signing all the paperwork they said the car would be ready in a few days. A few days later I got a call to say that the car was ready for me to pick up, and when I arrived I found that only one of the 4 add-on’s had been taken care of. I had to point out the ones that they’d neglected to do. They apologized profusely but it still took me two trips back to the dealer to get the remaining extras taken care of. During that time they made sure to remind me multiple times that I should give them the highest rating on the survey or it would seriously impact their reputation. They even gave me a free tank of gas and a handful of coupons for things like free tire rotations, free oil/filter changes, etc. whenever I want them, and with each “gift” they reminded me again of the survey. I felt like it was nothing more than blatant bribery on their part.

    I still gave them lower marks on the survey, in part because of the way they tried to bribe me.

    • ajaxd says:

      Just exactly what did you expect them to do? For whatever reason add-ons were not ready in time. Sometimes parts are not in stock, mechanics call in sick, etc… Absent a time machine they offered something else for free. Seems fair to me.

      The last time I bought a car exactly the same thing happened to me: the add-on requested was not installed at the time of delivery; it was installed a couple of days later for free (it was about $60). I wouldn’t penalize their score just because of this..

      • cheviot says:

        What did he expect them to do? How about not telling him the car was ready when it wasn’t? How about not begging for a perfect score on a survey for an experience that wasn’t perfect.

  9. dolemite says:

    We bought a Suzuki last year and went through this. They basically said anything less than a 10 would ruin them, and if we had ANY problems and needed anything to make things a “10”, to let them know first before the survey.

  10. humphrmi says:

    Dealerships have made these customer surveys useless. After I bought my new Dodge 8 years ago, I constantly got calls stating that any rating less than a “5” (1 to 5 scale, 5 being the highest) was considered a complete failure. I reminded them that they still owed me a factory installed DVD player, which took them two months to find and install. Then they tried to pull one over on me and install a third party system. All the while calling me to ask me to fill out their precious customer survey.

    Finally I told them that at best, they could expect me to not fill out the survey at all, as opposed to filling it out and giving them all “1” ratings, if they finished the job they promised me within one week. It took the dealership’s owner to finally get the correct part from the factory and get it installed.

    That dealership closed down within the year.

    • Loias supports harsher punishments against corporations says:

      I think this perfectly illustrates the problem – that likely the surveys are directly tied to their own compensation and determines if the dealership is allowed to stay open at all. So deadlers push hard for the great ratings. But when a dealership isn’t a good one, they end up pushing hard for a perfect score on piss poor service, which only exacerbates the customers, giving them a worse score, and compounding their own problem.

      Shocker, the best way to get great survey scores is to be great to your customer. Bad dealers never see it that way, though.

  11. SavijMuhdrox says:

    yeah, dealers suck. If only i had known of this site a year ago, i would have posted my interaction with a North Jersey Mazda dealer gone awry.

    Twas a learning experience indeed and now i have a local mechanic who “loves” my brand of car and actually tries to keep my business.

  12. brinks says:

    These surveys are really common in retail, and they always affect bonuses, possibly employment. However, it’s deeply concerning to me that the results aren’t passed along ANNOYMOUSLY to the dealer like they are in other industries. You’re just asking for backlash and blackmail this way.

  13. Clyde Barrow says:

    He seemed to be understanding but stressed that a bad grade on the survey could affect the service tech’s and service advisor’s “paycheck and future employment”.
    _____________________________

    This is what I would have said to the dealership’s service manager, “Not my f-ing problem pal. Do you job the right way and you folks would not be getting a bad grade.”

    This clown needs to be fired for being insolent toward a customer.

  14. The Porkchop Express says:

    I am Bob’s utter lack of satisfaction

  15. rpm773 says:

    Bob, they just gave you a gift: They told you how much they care about the survey scores.

    Use it to get what you want from them. Hold a good score over their heads. Get in contact with the regional rep and tell him of any good service or bad service you’ve received from your contact at the dealership.

  16. TheCorporateGeek Says Common Sense Is The Key says:

    Every Ford dealer I’ve been to is like this. They will practically beg, crying at your feet to give them good survey marks. After my last round of problems with a dealer here, I gave them unsatisfactory marks anyway and they continue to call and email me wanting to talk. I just ignore them.

  17. Nuc says:

    All dealers I have dealt with in the past 5+ years have been this way. Makes the survey process useless.

  18. K-Bo says:

    What I hate about these surveys is that it is more often than not the company as a whole that causes me to want to lower the score, but the company holds the score I give their horrible policies against the sales people. I always wish these were open ended questions, so I could really tell them what I think.

    • elangomatt says:

      You see they don’t care about what you think really since if they gave you a text box to type in, they’d actually have to pay someone to read the text. If all you have are radio buttons and check boxes, then they can just spit out a report at the end of the month with all of the metrics they want to judge on.

  19. Sarek says:

    Perhaps the car companies shouldn’t tell their dealers which customers will get surveys. When I get a follow-up call from the dealer asking if everything was ok, then I know that I’ll be getting a survey shortly.

    Yeah, my dealers also ask me to tell them in advance if I won’t be scoring them excellent. Why? What will they do – prepare an excuse to use with the manufacturer?

    Once, I got stranded out of town a few days after I’d had the car in to my local dealer. The out of town dealer told me my alternator had been unplugged. Well, since I had had to reprogram the radio, I knew my local dealer had done it. Then I got a call from the out of town dealer asking how things are. So I knew I was getting a survey. But when the survey came, it was actually for the local service. So I raked them over the coals. When I brought the car in locally the next time, the service manager had my filled-out survey with her. The dealer owner had scribbled on the printout, “what is this guy’s problem?” I explained, and she denied they had anything to do with it, even though they had obviously disconnected the electrical system as shown by my having to reprogram the radio.

    Given the owner’s response to my survey, I can see how meaningless they are.

  20. barty says:

    Unfortunately, they’re not exaggerating that much!

    I worked as a salesman at a Ford dealer about 12-13 years ago, and these surveys were taken VERY seriously. According to Ford’s rules, anything less than a “Completely Satisfied” on a couple of the questions is the equivalent of an “F” and more than 2-3 in one month can result in the dealer losing some of their incentive money on EVERY sale for the next 60-90 days. That can be anywhere from $100-500 per vehicle sold. It isn’t hard to see how at a larger dealer how that can add up quickly, and even at smaller dealers can eat into a large part of their monthly profit. One time I got a “Very Satisfied” I was counseled that if I got another one in the next couple of months that I’d be fired.

    Its the manufacturers that need to re-tool these surveys and their incentives to the dealers so that they get honest results and so that the dealers (and by extension, salesmen) don’t have to keep begging customers for perfect scores.

    • neilb says:

      I used to care about this type of survey a lot too. *Ahem* :)
      Please pass those thoughts onto the companies that deal with the surveys. If they are not in touch with reality then the higher-ups need to know.
      There is a mentality that the car business that:
      1) there can be no change
      2) buyers are a homogenous bunch who can all be 100% satisfied
      3) the best metric is top box.
      I have used the system to barter (to at the end of month to the dealer that is closest to meeting their goal and promise Top Boxes across the survey if they give me X price).
      It is definitely a broken system, but it does have one merit: It gets dealerships to say the magic phrase “If there is any reason to not give top box, let us know and we will make it right.” Think of how much worse the process would be without that phrase!

  21. Alliance to Restore the Republic of the United States of America says:

    When I bought my truck a few years back the salesman talked about the survey they would mail me and how much I needed to fill it out and send it in with maxed out 5s. I told him that once our transaction was done the I was done with the dealership. I shouldn’t have to be guilted into doing extra paperwork in addition to all the required bullshit needed for the transaction itself. I’m not a number or a source of information or a survey. I’m a person and I just gave them thousands of dollars. Take the money, give me the vehicle and leave me the f*ck alone.

  22. seth1066 says:

    What a joke… No one’s getting fired; the Managers of New Cars, Used Cars and Service, as well as the teams under them, the GM and the owner, all get paid incentive money based on their CSR (Consumer Satisfaction Report) scores. These payments add up to a lot of money. This is an inducement by the manufacturer for the dealership not to screw the customer (ok, you can all stop laughing now).

    The Service Manager, knowing that by fault of the factory not to fix OP’s under warranty, he is at risk for bad marks and is trying to guilt out a satisfactory score. What OP should do is not answer the survey and instead blast the manufacturer’s zone office with a cc: higher up and to the Service Manager, as to his dissatisfaction with the manufacturer’s policy of not repairing under warranty his car.

  23. dragonfire81 says:

    At a retail job I worked my company did those receipt based surveys you see everywhere. They were SO hardcore about them. It was common for our District Manager to send out emails daily breaking down the most recent surveys and chiding stores who weren’t getting good marks.

    You were supposedly entered for a chance to win a gift card if you took the survey. My manager decided to try and game the system by telling customers they would only be entered in to the gift card drawing if they gave us 4s or 5s (out of 5). Corporate didn’t do anything about this behavior, I guess they were happy our numbers looked good.

    We could even get in trouble if not enough surveys were taken.

  24. az123 says:

    Contact Ford, if they dealer thinks getting a bad survey hurt them in the eyes of Ford, reporting this to Ford is going to likely get your car fixed and the dealership will end up very unhappy.

    The other option is to get ahold of the general manager at the dealership, they can get whatever you need taken care of resolved and are more sensitive, most people will not do this, they think the service manager is the last word on getting something fixed.

  25. KyBash says:

    There’s nothing the local dealership can’t fix if they want to — they’re just passing the buck for things they’re too lazy to figure out or are untrained to properly repair. (I had a dealership suggest they keep the car for a week and log in multiple repair attempts so they could declare it a lemon and get me a different one.)

  26. lvdave says:

    We bought two cars from a local Ford dealer last year, a 2012 Escape for the wife, and a 2007 Ranger for me. The darned salesman darn near got down on his knees and begged us to give him and the dealership the highest rating on the survey that we “might” get. He painted a pretty grim picture of any thing less. We had zero problems with both deals, and I felt we got a pretty good deal on our tradein, once I got through laughing at the initial VERY low-ball trade-in offer they gave us. I’d done my homework on all of the car sites, so I KNEW what the trade-in value was. We traded the wife’s 2008 Hyundai Accent in for the Escape, but my Ranger was a strictly cash deal, no trade-in. Their initial offer was about 4K, and all of the car sites showed that with the extremely low mileage (less than 10K miles.. She doesnt drive very much) and other factors, the trade-in value was closer to 8K. When I got through laughing and telling them if thats all they were going to offer, we’d go sell the Hyundai ourselves, get 10K for it, and then come back and see them. After a bit of the salesman going to see the manager, they came up to 7K which closed the deal..

  27. BurtReynolds says:

    I’d be calling Ford and giving them a sample of how this guy tries to solve customer service issues. Threatening no future service on a car that is under warranty is ridiculous. I guess I am lucky to live in an area with many car dealerships. If one ticks me off, I can go to another. It might not be as convenient, but I have options at least.

  28. unpolloloco says:

    Easy solution: tell them they need to fix the car properly or you’ll give them 1’s across the board. If they can’t fix it, they need to replace it (or you’ll keep giving them 1’s). If they refuse service, take it to another dealer.

  29. Ashman says:

    This is wrong and I guarantee 100% against policy set by Ford. I would contact Ford directly and express to them about this extortion that you are being subject to. I work for a dealership. If they were to try to tie my pay to the survey system and if my job was in jeopardy, I would take the matter up with the corporate offices.

    As a customer, you have a right to express your opinion about the service experience. this is a tool that is used to help make things better in the future.

    The only thing I can tell you is that the survey usually reflects many different aspects of the visit. Don;t give horrible scores for the advisor if he did everything he could dow ithin his power. If you genuinely had a good experience with the advisor, then say so. If the facility was in poor shape, answer accordingly. if the car was not fixed, give your answer and explain why.

    I never tell my customers to score me with a favorable report. all I do is ask that if they get a survey to please take the time and let us know how we are doing. I advise them if there are any issues, please let us know so that we can fix it. If we don;t know there is a problem, how will we fix the issue?

    At my dealership we would never deny warranty coverage or repairs if we got a bad survey, we would simply try our best to make things right by the customer.

    I do not know what his issues with the car are, but perhaps he should be researching online his issues to see if this is soemthing others are complaining about. if it is, then he should try to find out if anyone else who has the issue has had it resolved and what was done.

    Perhaps the issues he has are considered normal, but if he believes they are not, he should contact ford directly. the dealership is a seperate entity and sometimes it is best to go over their head to corporate.

    Just glad that with my company, our policies and procedures and the way we handle our clients is reflected well and our clients are happy. Unfortunately you cannot please everyone, but that is the way that things are.

  30. travel_nut says:

    My husband works for a car rental company and they also have these “customer satisfaction surveys” that affect employees’ pay. Each location has a goal of a score of (if I remember correctly) 98% or better, and instead of that affecting their base salary, they get a bonus if they meet their score goal. I think it’s a much better system than this BS, especially because no customers get harassed this way.

  31. xspook says:

    I had to submit a D grade on a roofer recently on Angies list. He called me and actually said “you know, everyone can see that review”.

    Umm, yeah; that’s the point, moron.

  32. Bob says:

    With regard to the OP’s original problem with his Fiesta, if it’s a recurring problem that Ford is calling “normal” then I’m going to guess it has something to do with the dual-clutch automatic transmission that was new for Ford last year. It’s been nothing but problems for them. They say the shift pattern is operating as designed, but every review of the car states that the calibration for the transmission just isn’t right. It supposedly feels sloppy, with lots of upshifting and downshifting and is jerky at low speeds. But that’s how they all are, apparently. So yeah, Ford won’t really do anything about it. If that’s the problem, then unfortunately the OP is going to have to live with it. Aside from that the Fiesta is a nice car, especially with a manual transmission.

    As far as these dealership surveys go, just the notion that you have to be magically “totally satisfied” or the dealership fails is baloney. The manufacturer holding this level of achievement over the dealership’s head is just silly. I mean, everything can go fine when getting your car serviced, but are you really truly TOTALLY satisfied? “Meh, the price could have been a bit cheaper. Meh, maybe they could have finished a bit faster.” Still, everything else could be fine, but then the dealership feels the power of hell come down on them because they didn’t do everything short of wipe your butt for you. Some dealerships don’t deserve the consequences they get, but yeah, there are a lot less scrupulous dealers that try to game the system when you do have a legitimate complaint. Personally I’ve been bribed with full tanks of gas or free oil changes for being completely satisfied on surveys. If I really don’t have a problem then sure, I’ll take a free tank of gas. Whatever. But if I do have a problem I’ll put it on the survey since I can’t be bought for a $20 oil change.

    • Kate says:

      Personally I think it’s a problem with those dual shift transmissions period. When the computer decides in advance what you are going to do and you don’t do it, it slams it into the gear.

      We are having all sorts of problems with the VW Jetta that has one and the nasty thing is, these transmissions are becoming ubiquitous.

    • finbar says:

      I rented the new focus for the weak in February, definitly had some issues shifting at low speed. It seemed to handle fine once you got above 20 mph.

  33. kranky says:

    Just went through this exact experience last week at a GM dealer. Salesguy said last year he had a customer give him all “1”s (1-5 scale) and that one customer cost him his yearly bonus by dragging down his average scores. He had a laminated copy of a completed survey filled in with all “5”s that he showed me while he stressed how important it was to fill it out just like that one. He made such a big deal out of it, it was over the top.

    If they are that important, I guess the only way to have leverage is hold on to the survey before sending it in for as long as you need to get everything taken care of to your satisfaction.

  34. GenXCub says:

    I got the same thing from Desert Mini in Las Vegas. They require a 10/10 on the survey, though they didn’t say they’d be thrown onto the street. I wasn’t going to give them a 10/10, so I just didn’t fill it out. Charging $200 for a $100 tire (that they wouldn’t patch) is not my idea of 10/10.

  35. kobresia says:

    I wonder what the problem actually is. That probably has some bearing on why it’s not being fixed because Ford doesn’t consider it to be a problem.

    A stealership or anyone else groveling or demanding a survey be filled out a particular way would really rub me the wrong way and make me more inclined to rate on the low side of my actual feelings rather than rounding-up.

    But that said, if a customer is being unreasonably difficult and I’m likely not going to be able to make them happy even putting in tons of extra effort, as someone who’s owned & operated businesses, I tend to be inclined to turn away their business as the manager at the stealership threatened to do. I’m not in business to squander all my effort on a tiny minority of assholes who will find a problem and whine no matter what, I’d rather go above and beyond for the good customers who really appreciate my efforts.

    I’m not saying the OP is being unreasonable (there’s a good chance Ford is being unreasonable and sloppy, and expect the customer to just deal with a shitty product since that’s what the Big Three US automakers have come to be known for), but it’s always good to examine what’s within someone’s control & lay out exactly what one expects to happen– not “just fix/do it!”, but rather reach an understanding as to the nature of the problem and what is possible– and then see how those expectations go.

  36. MrEvil says:

    It’s a shame that customer service at a dealership can be so inconsistent across the brand. These surveys are the manufacturer’s attempts to get all dealers on the same page.

  37. njack says:

    I blame the OP for buying a Ford

  38. Elder Feller says:

    What’s really sad about this situation is that it’s not just the car dealers anymore. One of my very good friends was service manager in a Ford dealership and the stories he used to tell me were unbelievable. He finally got so fed up he opened his own repair shop. The auto manufacturers were kind of the ones on the “leading edge” of this game but more and more manufacturers are now doing it. The bad thing abou these surveys is that they are written in such a way as to preclude your pointing the finger at the company. It all centers around the dealer so the survey effectively prohibits you from pointing out that the root problem was a manufacturing defect or the like.
    Using this method allows the manufacturer to say that their product is the highest quality as there are no complaints about them – it’s all the dealers fault. Goes back to the old saying “Liars figure and figures lie”.

  39. daemonaquila says:

    Definitely time to go elsewhere, and to give a very unsatisfactory rating over this tactic, not just the service problems alone. Of course, mentioning that service manager by name is also important – to make sure that his, not others’, paychecks are affected by the review.

    I hate dealerships. The only reason I deal with one now is for recall issues – I figure that if I have a car that is on its 5th recall, they can suck up fixing or inspecting it. Every time I’ve gone in, I’ve been lied to, though. My brakes are in crisis (I just had them done a week before at an independent shop). I need to do my annual maintenance with them or I’ll void my warranty (it ran out 30,000 miles ago, jerks). On and on… It has almost become a game.

  40. u1itn0w2day says:

    Begging for a satisfactory survey score instead of discussing the customer concerns? … RUN

  41. Evil_Otto would rather pay taxes than make someone else rich says:

    Horror story time.

    I promised the dealer that I wouldn’t trash them on the internet because eventually they did acquiesce and granted me the deal that I wanted.

    Disclaimer: I bought a Honda Oddysey from them that had been traded in to their Honda/Hyundai dealer across the street (this was a Toyota dealer.)

    Things that happened:

    1) Bait and switch, even after they tell you they don’t do it. I was offered a deal on the van on Sunday, in an effort to try to get me to buy that day. I had been told earlier in the process that they “don’t play that game”, where they offer you a price that’s for that day only. When I went in on Monday to put down a deposit on the van, surprise! The price had gone up and they weren’t going to honor the previous deal, even though I had it in writing.
    2) Destruction of documents regarding the deal. When I went in on Monday to put down the deposit, they had a copy of the ‘worksheet’ that they use when making the deal. It mysteriously vanished somewhere between the salesman’s desk in the showroom and the ‘business office’. Wonder if it had something to do with the fact that they didn’t want to honor the previous deal..
    3) Deceptive paperwork practices. When I went in to put down my deposit, that’s when they wrote up the deal for financing and so forth. They tried to pretend that I had agreed to pay the asking price, when I had been offered $1000 below what they were asking. The scumbag ‘business manager’ guy wrote up the deal at the full asking price! Needless to say, I caught this when looking over the paperwork.
    4) Requiring me to scream rant and rave and threaten to do so in full earshot of all their current customers about the above practices. I have never been so furious with one of these motherfuckers than I was at that point. Had the deal not have been as good as it was, and worth fighting for, that would have been the end of it.

    Then the assholes had the temerity to ask me to give them kudos on the Internet! I gave the guy a very icy “we’ll see” to that.

    Like I said, I agreed to not actively trash them on open fora like this, which I probably should not have done. Let’s just say that you should never go to a dealer that rhymes with Berb Lambers in a town that rhymes with Bob Urn, in a state that starts with “M” and ends with “Assachusetts”.

  42. Gorbachev says:

    Do it anyway, and go to another dealership or an independent mechanic.

  43. bhr says:

    These surveys directly effect the pay of the sales rep and dealership. The volume bonus or incentives that a dealer gets from the manufacturer are often tied to a certain (95%/97%) survey response. In the case of a high volume dealership you are talking in the tens of thousands a month.

  44. Mark S says:

    I had one company hand me a survey and told me that anything under a 5 (on a scale of 1-5) would be considered a failing grade. And then when I gave them a 4, they called me to quiz me about why I only gave them a 4. Service like that makes me want to go shop somewhere else.

  45. MylesMDT says:

    I had this happen with Kia. Speedometer and an air sensor stopped working. The local dealership kept my vehicle for a full day before calling back to let me know that they didn’t have the parts to fix it, and it would be weeks to fix. I went to another dealership, they gave me a free rental vehicle, fixed it within 24 hours. I gave the second dealership all 10s, and the first all 1s.

    Later when the transmission failed, the dealership immediately said, “Oh, we see where you rated us poorly. Oh, this isn’t covered under the warranty.” No more Kia in my future.

  46. ganzhimself says:

    Huh… Where can I fill out a survey for the Ford dealership that held me and my pregnant wife hostage for 3 hours while refusing to take NO for an answer until I grabbed the keys to my car away from the salesman and walked out? He had the keys so they could assess my car for its potential trade-in value… We went for a simple test drive and allowed the staff to inspect my WRX as a trade-in. After we got back from the test drive the hard sell was on. Once he had the keys we were trapped until I was fed up enough to storm out. Went to a different dealership and wound up buying a Mazda 3, which I like far more than I liked the Focus we test drove anyway.

  47. ganzhimself says:

    Huh… Where can I fill out a survey for the Ford dealership that held me and my pregnant wife hostage for 3 hours while refusing to take NO for an answer until I grabbed the keys to my car away from the salesman and walked out? He had the keys so they could assess my car for its potential trade-in value… We went for a simple test drive and allowed the staff to inspect my WRX as a trade-in. After we got back from the test drive the hard sell was on. Once he had the keys we were trapped until I was fed up enough to storm out. Went to a different dealership and wound up buying a Mazda 3, which I like far more than I liked the Focus we test drove anyway.

  48. Kitty with attitude says:

    We have had the same experience at our local Ford dealership. When we bought the car & had the first service done, we could give them a perfect score. On this last visit, I encountered a problem. I voiced my concern & received a huge brush off from the employee. I wrote an email complaint to the general manager & copied it to my salesperson. No response. So, I wrote to @FordService via Twitter. Then, my complaint was taken care of by the local dealership. If they don’t want trouble from Ford, then don’t ignore my complaint. The service manager did ask me to tell @FordService that the complaint was corrected. Since I could do so honestly, I gave him a glowing report.

  49. fontman2008 says:

    Nice

  50. southpaw1971 says:

    Toyota does the same. So I just never fill out their surveys.

  51. oldwiz65 says:

    Just shows that both Ford and the dealers are more concerned with numbers than satisfying customers. They would much rather have unsatisfied customers report “great” service and probably buy their next car from anyone but Ford than actually try to make customers happy.

    The automakers like Ford, GM, and Chrysler still don’t understand how to make customers happy. I test drove a Chevrolet Malibu last year, and it had vague steering and literally wallowed around corners, the salesman couldn’t figure out how to setup the dashboard (!), and said the deal would only be good until 9 PM (this was at 4;00 in the afternoon). Not surprisingly I didn’t buy the Malibu; I bought a Toyota Corolla instead; handled well, salesman knew the car, decent deal, no pressure.

  52. donovanr says:

    I would think that this opens up a legal avenue. Record your next call where they say this and then if you ever have a warranty issue take it elsewhere get it fixed and then small claims court to get your money back. Use the call as evidence that Ford made it clear that they weren’t going to honor the warranty properly.
    This way you get to stiff them four times. Once by not giving them the money for the repair (via ford), again by making them pay for the repair anyway, again by making them appear in court, and last and the best by the PR loss making them honor their warranties only through court action.
    Maybe even a 5th time as Ford would probably have some harsh words for someone pulling that stunt and then getting caught.

  53. mdgolom says:

    When I bought my new Toyota last year, the dealership actually had a framed copy of the survey I would be receiving with “Excellent” checked for everything. They then asked me to make sure I did the same when I received it. I got numerous calls from the salesperson and manager asking how I liked my car and always ended “have you received the survey” and wanting to make sure I was going to rate them excellent. When I received the survey, I filled it out honestly and made comments where I felt they needed to improve.

  54. lindsaycb says:

    Pretty much same thing happened to me but only I was told if I was to give the Dealership a bad grade, that I should call the dealership first and talk it out with them to see if they can fix the problems before I submit my survey. Problem is, that I already tried talking to them about my problem with their service and they wouldnt’ & couldn’t do anything about it. Haven’t received the survey yet and it’s been 2 months since service now.

  55. u1itn0w2day says:

    The problem is that if you let a groppling business or employee score them high you are corrupting the data they might use to fix or base their service. So the next time you go to them the same problems will be there.

  56. makoto says:

    This happened to me last year when I bought a Fiesta 2011. They hounded me for weeks after to take the damn survey and I never filled it out because I was getting calls 5 to 6 times daily and it was extremely annoying. I also was not satisfied with my sales service because the gentleman I originally began working with wasn’t there the day I came back to actually purchase the car and they insisted I see another sales associate even though I wanted to make the sale with the original salesman I had spoken to.

    This is also common practice, by the way. I work for a local retail sports store and they just updated their employee review policy that determines whether or not you keep your job or get your yearly raise of like .10 cents based on customer surveys. We are graded on things that don’t even have to do with half the employees in the store, such as, were you satisfied with the prices. If you continuously get bad reviews when customers fill out their surveys, you are fired or ridiculed. It’s very frustrating because it has nothing to do with the level of service of a particular person but of the level of service of the whole store. Couldn’t use your coupon because it was expired by 6 months? Fill out a negative survey. Fire the cashier that wrung you up. She had nothing to with the company rules but she certainly won’t be working at that store anymore.

  57. thaJack says:

    Chevrolet dealership is the same way. If you don’t give them 100%, you’re effectively giving them 0% and they can lose their jobs over it, even when it is completely out of their (local) control.

  58. oldtaku says:

    You are being blackmailed. If you don’t give the the proper review then they’ll just screw the next guy too.

    And both my Fords were service nightmares.

  59. CreekDog says:

    I use independents and the dealer:

    (I prefer to use the dealer but when the cost difference is significant without much advantage I’ll go elsewhere I trust. Also be aware of dealer specials and coupons –they can bring the price down to the point that the dealer isn’t too much more)

    1) i use the dealer for oil changes, warranty repairs and most maintenance.
    Dealers tend to price their oil changes competitively and other repairs aren’t so significant that I’ve found it a problem (cars are pretty reliable these days).
    2) i use a good independent that specializes in my make for things like timing belts and major maintenance (30k,60k,90k).
    3) tires i have done at a tire retailer (though i’ve had better alignments from the dealer, so I’ll pay more and get them aligned there).
    4) on brakes i think the best “value” (best job for the price) is at an independent.

    Two jobs cost much more at the dealer (this is where the hourly difference really adds up). Timing belts and the major servicing (which is mostly a lot of visual inspections). I take the car to a trusted independent for these. For 60k service it was $400 versus $700 and for timing belt it was about $300 cheaper.

  60. erinpac says:

    Actually, it almost sounds like a soft survey pitch compared to the one I got.
    We had to fill out the paper survey in between signing the sales price and getting the warranty pitch & keys. They were perfectly willing to wait until the survey was done ‘right’. Then, I was so ‘horrible’ as to put a comment in the comment box complaining about the survey blackmail, and ended up being refused warranty service when there was a defect with the door handles and A/C. I had to take it to another dealership & get corporate involved to ‘waive’ the requirement for a factory defect (as opposed to repair?) be fixed at the original dealer’s.

    Non-dealer car repair shops do this too. I rated one 9/10 after an insurance paid repair, since they called me at 12:00 to tell me my car was ready, and I could pick it up anytime that day, I verified that it would be okay to pick up after work, went at 5:00… and the car wasn’t done, but they still let me turn in the rental at the repair place expecting to get my car back. Apparently deducting just 1 point for wasting my time on a lie was just going to ruin everything, and required endless phone calls complaining.

  61. mojojornjorn says:

    My local BMW/MINI dealership does the same thing. “Anything less than 10 is a failure for us, so please give us 10s!” They even have gigantic signs proclaiming their precious-as-air need for 10s on the survey.

    This annoys me to no end, and I think the survey utterly becomes crap since I’m really not in a position to share my honest opinion.

  62. radparker says:

    If they’re hurting that badly, there’s no way they’re going to refuse to service your car. NO WAY. Also, make sure to mention in the survey how rude the service manager was to you when you expressed your concerns.

  63. vivalakellye says:

    It’s entirely possible that despite the fact that the dealership has done all they can do (according to Ford) to fix OP’s Fiesta, Ford will punish the dealership for being unable to solve the customer’s problem.

    Essentially, Ford should be blamed for not recognizing these “common” Fiesta problems as being anything more pressing (and for not giving its dealers the ability to do more for the drivers who have these problems), but is instead passing the blame onto the dealer (who isn’t at fault.)

  64. evilluckycharms says:

    This reminds me (sort of…) of the time I went to Old Navy, got one of those customer service survey receipts and the girl told me “If you rate me all 10s you’ll get a 10% off coupon!” when the receipt clearly stated filling out the survey AT ALL would grant me the 10% off coupon. I even called her on it to her face and she insisted it would only work if I rated her all 10s. Needless to say, I completed the survey, gave her all 0s, called corporate and informed them of the store’s shady practices (the store is really a dump compared to other ONs I’ve been to anyways) and happily used my 10% coup online. Haven’t seen her working there since. Do I feel bad? Nope.

  65. framitz says:

    Wow, I must have totally screwed the local Toyota dealership.

    I don’t remember how I rated them overall, but every item was mid to lower in rating. I was HONEST about the experience helping my daughter purchase her first new car.

    It’s a decent dealership, but I didn’t care for some of the sales persons tactics in selling the car to my daughter before I was there to help her decide. It worked out OK, but I’m not sure I’ll visit that dealer again, our two cars were purchased there.

  66. sopmodm14 says:

    i think its ridiculous b/c if the fiesta (or any other car) has problems, especially being a new car, i’d want to give bad marks to ford directly …..their engineers who built vehicle, designer , or the project leader who ok’d everything

    service can be good, but if the product is lousy, how can the dealership get so much flack for it ?

  67. fizil says:

    Good. They can’t stand behind their shitty cars and shittier service, then let them find better jobs somewhere else. Maybe they should buck up to their mother company and complain about not having the tools in place to foster satisfied customers.

  68. tape says:

    Threating to not serve me in the future because of a hypothetical bad survey response? Yeah, that’s immediately getting an actual bad survey response.

  69. glitterpig says:

    Similar thing happened when I bought my Ford – the sales guy said if I didn’t rate him all the highest scores, he’d get fired. (I never actually did the survey. Bad consumer, whatever, I don’t remember “filling out a survey” being in my purchase contract.)
    I did take my car there for service a couple of times, but the last experience was so bad I’m never going back – and I was explicit about my reasons why on THAT survey.

  70. z23 says:

    Brought in my truck as the engine light had come on. Having purchased the extended 6-year 100k warranty, I reasonably assumed the vehicle repair would be covered. First they couldn’t find the warranty so I had to call the original dealership to get the number for the 3rd party warranty (which they conveniently lied about during the sale through a lie of ommission). Then, the warranty refused to cover the issue costing me $200 out of pocket. They then have the gall to tell me that rating the service anything less than perfect is failure to them. To be fair I don’t blame the dealer, but I’m not going to rate anything greater than poor for my overall service experience. How in the hell is my engine light turning on not under warranty?

  71. catgirl4276 says:

    I’ve had jobs where we have those ridiculous surveys. The worst was a call-center for The Bank Which Must Not Be Named (it gets enough press here, I’m sure everyone can tell who it is,) where the survey system couldn’t keep track of who people were dealing with and never bothered to tell the customer who they were rating. The last straw was an all-zeroes survey that got me put on warning, even after my immediate supervisor and I pointed out the customer’s comment, which described being jerked around by several people in two different departments for over two hours, hanging up, calling again, getting me (I was mentioned by name and with a pretty clear description,) and in 15 minutes I resolved problems with his online banking, his mortgage payment, his checking and even sent him complimentary check registers as an apology for my colleagues’ previous mistakes. Dude wrote something like 600 words praising me by name, demanding I be given a raise and making it quite clear that the all-zeroes were intended for the previous people he’d dealt with, but still, I had to be placed on warning.

    Warnings for bad CEWS were such that one bad survey like the one I described, and another where it was very clearly a phone glitch like the customer’s phone dropping the call (I had an all-zeroes survey with ‘Associate was very nice, but my iPhone dropped the call, so can’t rate her,’ seriously,) would put you on one-false-move-and-you’re-fired alert. An impossible-to-please crotchety senior, a customer who would or could not understand that you CAN’T connect him to Brian Moynihan no matter how much you dearly wanted to or a complete ditz who demanded to know why Fraud Claims took back the refund of her stolen funds after she admitted to giving her boyfriend her debit card…any one of those, and I would’ve been fired. That, and I frequently got CEWS for a whole different department than I worked in, like, ‘that department is ninety miles north and in a different state,’ different, due to the buggy telephony the outsourcing company used and my very common name. Even when it was dead clear that I couldn’t possibly have messed up anyone’s mortgage from my little chair in Checking, Savings and Online Banking customer-service (our screens only show whether or not people HAVE mortgages,) I was penalized for misdirected CEWS.

    The company had no concept of what survey incentives should be. More than once I had customers singing my praises for fixing some little problem or another (what I loved about the job,) and would ask if there was any way they could help me. If I connected them to CEU (next-level associates,) for a compliment, it’d be forgotten. If I asked them to keep an eye on their email for a survey about my work and please rate me as well as they felt I deserved, I could be fired. We were NEVER allowed to let the customers know that the survey affected the employment of a real person, especially one they now liked, because the bank was having a big PR problem as it was with the new accounts that charged people to speak to a teller in person. A lot of people saw the bank as anti-employee, which, to be fair, it completely was, but actually saying so…THAT was the crime.

    They also penalized us if our ‘Average Call Time’ calls went over five minutes. We handled Online Banking help calls. Try to picture what talking a senior citizen through updating their Flash player or installing a compatible browser might be like, multiply that by at least five hopeless, darling grannies a day -and they expected the calls to ‘work out’ to five minutes or we’d be placed on warning. This, when the (true,) rumors that people were going to be charged for debit cards, debit card replacements and paper images of checks (my God, so many old people lost their minds over that one,) were making every other call a ten-minute cuss-out?

    It was the old customer-service problem, “it can be good, fast, or cheap; pick two,” made spiky. We HAD to be friendly and listen to every-effing-thing the customer said, with no option to hang up, even when some guys confused us with the phone-sex line or when customers did everything BUT threaten our lives. We had to solve the problem or, if impossible, persuade them to accept some substitute or consolation. We had to make sure the call wasn’t fraudulent and authenticate everyone who called in. We had the suicide hotline for the callers who were at the end of their rope and had to keep them on the line while it connected. We had the elder-abuse form if it looked like the kids were bilking Granny or if we saw Granny trying to online-transfer half her account to Nigeria. We had the bomb-threat form in our cubicles and that sucker saw use. We also had online-banking and campus-based eBanking customers whose helpless simply-didn’t-know made them both the politest and the most pathetic people. We had angry jagoffs with a good reason and angry jagoffs who had confused us with Glinda, the Good Witch of Free Money. We had mothers calling to get their dead children’s accounts closed and if we could type fast enough, we could send out a sympathy card. We had name changes for getting married, UTMA accounts for newborn babies, address changes for first homes and indeed, we could send cards for those, IF we typed fast enough. We even, God help us, had people whose mortgages were not with our bank at all or whose mortgages were paid off but who had foreclosure-liquidation guys on the doorstep saying they were from The Bank and ours was the first number they could find.

    And we had FIVE MINUTES in which to handle this. Pay was $9.75/hr starting and we had none of the benefits of real Bank Who Must Not Be Named associates, because the outsourcing company was officially our employer on paper, though the outsourcers did give us a suicide hotline too. Twenty-minute wait.

    That said, opening with “I have a problem, I’ll try to keep this under five minutes so they can’t ding you on talk-time and I’d be delighted to give you full marks on the survey if you can help me, because I know they’re vicious on that,” is still the secret passphrase for instantly-VIP service at The Bank Which Must Not Be Named, as the surveys are SUCH serious business.

    And y’all picked EA. I don’t get it.

    Former employees celebrate their quitting day annually. I ordered three sheet cakes for the homeless shelter and asked that ‘The Last Mall’ by Steely Dan be played in honor of the auspicious occasion. “Ah,” said the manager, “you quit The Bank, I see. Congratulations!”

  72. TRRosen says:

    There is actually a local Taco bell that has a sign on the counter stating that any survey responses lower then a 8 are the same as a zero. Just makes me want to put all zeros.

  73. wild7s says:

    lemon law much?

  74. zyphbear says:

    I think these surveys need to be replaced by real feedback from the customer. I work in a call center (as well as my partner in another company), and both use those surveys to continue your employment even if the situation is beyond your control. My partner had one survey that he did everything 100% for the customer and they left between 7s and 9s with overall score an 8, and leaving a message saying “I never will give the highest score for anyone even though he fixed my issue completely”. I had gotten one that I found out i got 7s and 8s, but was treated as I failed it and got coaching. Got another that I had gotten 2s and 3s for everything except friendlyness and being polite (8 and 9), but it was due to a rule that was by the company why it could not be resolved, I tried fighting back about it, but company said I should have done it anyway. So basically I could get in trouble for not giving the customer what they want, but could also get in trouble for giving them what they want? Wow, lost both ways. These things are not meant to help anyone!