Automakers demand nothing but perfection. No, no, not necessarily from their employees or their dealerships. They demand perfection from us consumers when we respond to surveys about the service at the dealership. It turns out that bad scores can cost dealerships and even individual salespeople a lot of money, and dealerships will ban bad survey-takers from doing business with them. [More]
As a site advocating from consumers, we’ve frequently posted stories from readers about all kinds of businesses effectively begging for perfect survey scores. The worst offenders are car dealerships, where readers have reported being guilted or harassed when their survey responses are anything other than perfect. Why is that? One salesperson wrote in to explain. [More]
No matter how many people are content or reasonably happy with the service they receive, it doesn’t matter when some companies analyze their customer service surveys. As a former Borders manager told us earlier this week, the only scores that matter are the very highest. We shared a note on the box from a local Pizza Hut begging customers for “5 out of 5” responses. Why is it that these are the only answers that count?
Miss M. called T-Mobile customer service last night around midnight. She was happy with the customer service she received, and went to bed with her problem solved. When the company called her back to ask her to answer a survey about the call, she would have been happy to give them a nice evaluation….except that the call came at 5:30 in the morning.