by "Chariotoflove" (chariotoflove)
Published 03/10/2017 at 15:45
by "Chariotoflove" (chariotoflove)
Published 03/10/2017 at 15:45
Tags: Please like me
STARS: 1
He wanted to let me know I would be getting a survey about my recent service and asked me to please give excellent ratings. This is the fun part. He warned me there is a question that asks if I was contacted by the dealer about the survey, and said I have to check “no” or my survey answers will be thrown out.
I told him not to worry because, tbh, he’s taken care of me over the years since back when I knew him as just another service rep at another dealer. Still, the way the whole game is played made me chuckle.
Update: just now, my service rep also called to ask me the same thing. They really want good surveys, I know, but this is funny.
"HammerheadFistpunch" (hammerheadfistpunch)
03/10/2017 at 15:51, STARS: 1
This sounds like my “workplace environment” survey instructions at work. “remember to be honest, be we always get 5's so...”
"Tripper" (tripe46)
03/10/2017 at 15:52, STARS: 2
I feel like everywhere I go they let me know that I might get a survey and that it does not mean anything unless you get all perfect marks.
I always do it because when I worked for a big company and got good reviews they threw money at me.
"Chariotoflove" (chariotoflove)
03/10/2017 at 15:53, STARS: 0
“If you know what’s good for you...”
"Chariotoflove" (chariotoflove)
03/10/2017 at 15:53, STARS: 1
So you’re saying I should hold out for a kickback.
"Tripper" (tripe46)
03/10/2017 at 15:56, STARS: 1
Hah not unless the guy at Mazda is offering something. If it’s a real long survey they usually hook you up with $10 anyway. I got $10 via the honor system and another $10 on Amazon for taking the one for Audi.
"Chariotoflove" (chariotoflove)
03/10/2017 at 15:57, STARS: 0
Hmmm, and here I am giving it out for free.
"Tripper" (tripe46)
03/10/2017 at 15:58, STARS: 1
It was a loooooong survey, took me an hour or so!
"Chariotoflove" (chariotoflove)
03/10/2017 at 16:00, STARS: 0
I don’t have that kind of attention span.
"Highlander-Datsuns are Forever" (jamesbowland)
03/10/2017 at 16:03, STARS: 2
I don’t do their surveys because I like our service advisor and if I was honest they would not be getting 10's. I don’t want her to suffer due to the incompetence of the rest of the staff.
"Michael" (mhanczyc)
03/10/2017 at 16:03, STARS: 2
I used to work for a large Yellow mining/ag equipment manufacturer. During my time there, we had several “these surveys are not the right time or place to air your grievances” speeches
"HammerheadFistpunch" (hammerheadfistpunch)
03/10/2017 at 16:04, STARS: 3
yup.
“are you sure? cause its asking me questions about my grievances here”
"facw" (facw)
03/10/2017 at 16:09, STARS: 2
I hate that, and I especially hate the “Anything less than a 5 is a zero” approach.
"Textured Soy Protein" (texturedsoyprotein)
03/10/2017 at 16:21, STARS: 3
I had a body shop not say anything about expecting a survey, and then I started getting 5 calls a day from a blocked number that hung up on me when I tried to answer. Eventually it turned out to be a survey for the body shop. I called the shop, explained what happened, and they had nothing useful to say about it. So I posted the following review on Yelp (almost all of my Yelp reviews are positive because I try to support businesses I like):
The work ___ Auto Body did on my car was fine, but they use a third party customer satisfaction survey company that harassed me for over a week with several calls per day from a blocked phone number.
After I picked up my car, I started receiving several calls per day from a blocked phone number. Every time they called me, they’d either hang up before I could answer, or if I did manage to answer the call, I was met with silence and then hung up on.
Finally after over a week of this, I answered one of these calls and was actually connected with a person, who told me they were conducting a customer satisfaction survey for ___ Auto Body. I asked if their company had been trying to contact me for a while now and this person said yes. I refused to answer the survey and insisted on being removed from their call list.
At no point in any of my interactions with ___ Auto Body did any of their employees tell me to expect a call from a blocked number and that it would be a survey. I literally had no idea why I was receiving several calls every day that I had no way to connect with a person before being hung up on. To say this experience was frustrating is an understatement.
When I shared my experience with my friends, I received the following responses:
Friend #1 had his vehicle repaired at ___ Auto Body around the same time as me, and has also been receiving constant phone calls from a blocked number where he is unable to speak to anyone.
Friend #2 took his vehicle to ___ Auto Body for an estimate, never had it worked on by them, and received an overwhelming number of emails nagging him to complete a survey.
Friend #3 is a former ___ Auto Body employee and was completely unsurprised that I had this experience with the mass quantities of harassing phone calls.
It is quite clear to me that this survey nonsense is business as usual for ___ Auto Body.
So, to prospective ___ Auto Body customers: if you take your car to be worked on at ___ Auto Body, be prepared to be harassed to take a survey.
To ___ Auto Body: if you really care about these survey results, you should use a survey company that doesn’t harass the crap out of people with mass quantities of calls from a blocked number because they can’t be bothered to use a properly functioning auto dialer. You should also probably inform your customers that they will be contacted for a survey, and give them the opportunity to opt out BEFORE they get harassed.
Someone at their corporate headquarters spotted this review, contacted me, said they would work with their survey company to fix the problem, and sent me a $25 gift card for my trouble.
But still.
"ZHP Sparky, the 5th" (e30s2k)
03/10/2017 at 16:31, STARS: 1
Ha, my previous employer participated in that joke “Great Places To Work” surveys. For a long time they always landed on the top 10 best places to work in the country. And every year they landed in the top 10 management gave an extra paid holiday to employees. So it’s not like we all wanted to game the system to get an extra holiday or anything…
"Svend" (svend)
03/10/2017 at 16:34, STARS: 2
I get fed up with ruddy surveys.
I get e-mails from delivery companies asking how the service was. Come on, someone posted something, you were given the task as that is your job and your business, you delivered the parcel, I received it.
I get e-mails asking how my buying experience was from a website. I clicked on an item I wanted that was in stock, I paid for it, you posted it, I received it. Which also generates another e-mail from the delivery company.
So many e-mails and surveys.
YOU DID YOUR BIT, I DID MINE. YOU NOW HAVE THE MONEY I GAVE YOU FOR THE ITEM YOU HAD THAT I NOW HAVE.
Stop creating reasons for me not to shop with you or use your services again. Or I’ll start sending e-mails and surveys asking how well I purchased your items or commissioned your services.
"CaptDale - is secretly British" (captdale)
03/10/2017 at 17:05, STARS: 3
Uggg, it is sad but true. CSI scores matter SSSSOOOO much to the corporate people, but then they make it so that if you didn’t get 10s all the way across the board, then that is a bad survey.
I am sorry what?! Even with America’s horrible skewed grading system 99% -80% is nowhere near failing. But everyday I hear my service advisor badger the customers about filling out the survey and especially drive home the point that ANYTHING below a 10 is a fail. And that just stuns me when I hear it. Look we are all humans interacting with different humans proving different serviced. And I very much feel that that is severely forgotten a lot of the time, especially in service aspects. Even more so in automotive services because they HAVE to be here and very rarely ever WANT to be here. And there in lies the difference in making a customer happy.
While I don’t find most service bad, I rarely rate 10s because those have to be literally spectacular. That is hard to be when most of the reason people are at the dealership is just routine maintenance and nothing exciting. I just find the whole thing absurd.
"Chariotoflove" (chariotoflove)
03/10/2017 at 17:30, STARS: 0
Fair enough. Saying something always depends on whether or not anyone in charge will listen to what you say and change anything.
"Chariotoflove" (chariotoflove)
03/10/2017 at 17:31, STARS: 0
Me too, but maybe desperation is better than complacency?
"Rico" (ricorich)
03/10/2017 at 17:33, STARS: 0
Here’s the thing you can use good scores on their survey as a reason for them to change something. If you felt like some work was done poorly or you were treated poorly you can say “I always give you all perfect 10s and I am dissatisfied with the work performed this time is there something we can do to fix this?” They will bend because of the surveys.
"Chariotoflove" (chariotoflove)
03/10/2017 at 17:34, STARS: 0
So you made a difference. Cool. I can’t understand why the survey company would prank call you and hang up.
"Chariotoflove" (chariotoflove)
03/10/2017 at 17:35, STARS: 0
Of course not. Who would think that?
"Chariotoflove" (chariotoflove)
03/10/2017 at 17:40, STARS: 1
Your response reminds me of the difference in attitudes toward the job of wait staff between Americans and Europeans/Brits. My American friends expect a server to check on you, see if you need a refill, are enjoying your meal, etc. One friend said that he docks the tip if they don’t pay him enough attention. But, I had lunch with a person from GB who said she just wanted them to be unobtrusive and leave her alone. These American waiters always bugging her pissed her off.
I wish parcel delivery companies cared about my customer evaluation. Then I could tell them how annoying it is to have their delivery people drop stuff on my door and sprint away like a teenager having a prank, and leaving expensive stuff unguarded on my door step.
"Chariotoflove" (chariotoflove)
03/10/2017 at 17:55, STARS: 1
I don’t get it either because no one can make everyone happy all of the time, no matter how hard you try.
"CaptDale - is secretly British" (captdale)
03/10/2017 at 18:10, STARS: 1
Exactly! And 9/10 is pretty damn high! Hell I’d be happy as low as 7/10 cause that is still way more than 50%
"avalonian" (avalonain19)
03/10/2017 at 18:18, STARS: 1
My toyota service advisor told me that as well. he said “ if we don’t get 10's we fail, so please do me a solid”. I was gucci with his service. Ironically no one has got in contact with me, to actually to give him a good review. But imma see if he can discount oil changes for me, synthetic is expensive.
"Chariotoflove" (chariotoflove)
03/10/2017 at 18:38, STARS: 1
THAT’S WHY YOU WOULD BE A FAILURE AT CUSTOMER SERVICE. YOU COULD NEVER WORK AT MAZDA, YOU LOSER!
"Chariotoflove" (chariotoflove)
03/10/2017 at 18:41, STARS: 0
I was gucci with his service.
I have never heard this expression before. Google help...nuthin.
Yeah, I jokingly asked my guy, “well, what’s it worth to you?” He said, “well, what do you need?” So, yeah, I might have a tiny chip to call in some day.
"CaptDale - is secretly British" (captdale)
03/10/2017 at 18:44, STARS: 1
I DON’T WANT TO WORK AT MAZDA! YOU LOSER!
"Chariotoflove" (chariotoflove)
03/10/2017 at 18:56, STARS: 2
Yeah, me neither. They have all these customers that shout at you in all caps and won’t give you good survey results.
"CaptDale - is secretly British" (captdale)
03/10/2017 at 19:10, STARS: 1
Ha, I think it is fun having work done on my car at work and getting the dealership survey. I don’t fill them out because, well most of the time I am disappointed, but I don’t want to have that conversation./
"Textured Soy Protein" (texturedsoyprotein)
03/10/2017 at 19:24, STARS: 1
Broken auto dialer. Instead of having people manually dial phones, call centers have autodialers that are either voice activated, or play a message like “press 1 to be connected with a person.” Then it connects you. In this case, the auto dialer wasn’t detecting that I actually had answered the many, many calls, and kept hanging up on me.
"Chariotoflove" (chariotoflove)
03/10/2017 at 19:36, STARS: 0
Ah. We have a telezapper on our phone. It increasingly fails to fool robocallers as the years go on and telemarketer machines get newer, but sometimes it still kicks one.
"avalonian" (avalonain19)
03/10/2017 at 19:38, STARS: 1
It’s how we youths speak now a days. It basically means good lol
"Chariotoflove" (chariotoflove)
03/10/2017 at 19:42, STARS: 0
That’s dope. I’m jiggy with it.
"avalonian" (avalonain19)
03/10/2017 at 19:46, STARS: 0
Off the chain homie
"Chariotoflove" (chariotoflove)
03/10/2017 at 19:47, STARS: 0
Dammit, back to Google...
"wafflesnfalafel" (wafflesnfalafel1)
03/10/2017 at 19:52, STARS: 1
My dealer does that too... (And I am going to find some way to us that Gucci slang at work.)
"Chariotoflove" (chariotoflove)
03/10/2017 at 19:53, STARS: 0
Please take a pic of your coworkers’ expressions when you do. Depending on how old they are, it could be worth posting.
"Tapas" (tapas)
03/11/2017 at 01:41, STARS: 2
Yeah, pussy on the chain wax fo sho
"Svend" (svend)
03/11/2017 at 03:08, STARS: 1
Lol, so true.
Ye’, we want to be served and left alone.
To get attention we don’t wave our hands or click our fingers, we simply lift our hand while looking at a server (not too high) just slowly till it’s high enough to be seen and then if nothing we tip our head forward slightly in a single tip nodding fashion). Or we excuse ourselves from the table and approach one of the servers.
I was at one restaurant with a woman and we were quietly catching up while checking out the menu. The waitress came over at least five times to ask if we were okay and ready to serve, each time she had to interrupt our talking. It got to the point where I just looked at her and said, ‘we’re still looking, I’ll let you know’ then waited for her to walk away.
We expect the server to be aware of simple etiquette and not approach when the whole table is in conversation, not to approach someone who as a glass raised or is chewing. It’s knowing when to be attentive and when not to.
Not to mention tipping. The U.S. ‘expected tipping’ is wrong, saying ‘but this is how the server makes their money’. Crap. The boss should be paying a descent wage and any gratuity is not to be expected or requested but at the discretion of the customer.
I might be remembering this wrong but I’m sure I had a survey on how well a recent survey was.
I get e-mails from companies that I buy trousers from, even though I’ve bought a pair or two nearly every month for two years. Get the hint. If I’m still buying the same ones more than twice, I clearly like them and don’t need a survey of write a review after each damned purchase.
"Chariotoflove" (chariotoflove)
03/11/2017 at 19:10, STARS: 1
Servers in the US are usually not trained. I don’t know about overseas. They seem to feel they need to be doing something extra to earn that tip.
Also in he US is this aggravating practice of automatically adding the gratuity for parties over a certain size. At which point it is no longer a gratuity. They should just call it a service charge. They seem to be worried about people cheating the server. Yeah, the owner needs to just pay the servers properly.
I do have to say though, the stereotype about arrogant French waiters I found to be kinda true.
"Chariotoflove" (chariotoflove)
03/11/2017 at 19:13, STARS: 1
Starred because I’m sure that was a meaningful and witty comment.
"Svend" (svend)
03/12/2017 at 01:59, STARS: 0
In restaurants they are trained but in pubs and such, they do as they’d like have done to themselves.
Italian, etc... restaurants have a service charge but some let you pick the level of service charge after the meal.
For me the annoying thing is calling it ‘tip’, it’s ‘tips’ and to be paid before you sit down. It comes from the old English coffee houses and means, To Insure Prompt Service (some even had a one penny entry fee, so you could benefit from the intellectual conversation around you as they were often places where business was talked indeed that’s how Lloyds of London started out pretty much). You’d make a point of waiting to get eye contact with a server, put your money in the jug or similar and then sit down. It was so you got the attention over others. So the whole paying extra for having been served really bugs me.
I’m English and not allowed to say anything about the French for fear of being shouted at as being an arrogant English man. Lol. But yes, I agree with you.
Other interesting facts.
"Tapas" (tapas)
03/12/2017 at 03:37, STARS: 1
!!! UNKNOWN CONTENT TYPE !!!
"Chariotoflove" (chariotoflove)
03/12/2017 at 11:34, STARS: 1
Cool, thanks for the educational info!
"Chariotoflove" (chariotoflove)
03/12/2017 at 11:46, STARS: 0
Ah, like:
!!! UNKNOWN CONTENT TYPE !!!
"Tapas" (tapas)
03/12/2017 at 12:27, STARS: 1
Yep!
"Svend" (svend)
03/12/2017 at 12:46, STARS: 1
Lol. Ye’, sorry I get carried away. I love these little known facts.
"Chariotoflove" (chariotoflove)
03/12/2017 at 14:28, STARS: 1
Not at all. So do I.
"Tohru" (tohrurokuno)
03/12/2017 at 19:45, STARS: 0
The place I work hounds us that we have to get 9's or 10's on customer surveys or it counts as a failure. What happened to a 5 being average and anything above that being good?
"Takuro Spirit" (takurospirit)
03/17/2017 at 21:02, STARS: 1
The CSI survey system is so fucking broken... so glad I work in parts where none of it affects me :D
But yeah, real talk, if Mazda or any manufacturer finds out they “coached” you on the survey, they’d be in BEEG TROUBLE.
"Chariotoflove" (chariotoflove)
03/17/2017 at 21:19, STARS: 0
Yeah. In this case, these guys try to take good care of me. So, I have their back. I mean, the service manager unzipped his fly. I’m not gonna cut his dick off.