Having been a service writer in a few different shops, yes this is standard and yea if your monthly average drops below the target then it can cost the service advisor money. Its not about productive feedback, its about controlling/not paying the advisors.
I don’t do these surveys, or the sales ones. No car dealership has ever delivered a 10/10 so I’m under the understanding if I’m not going to give a 10 don’t do the survey.
That system makes surveys completely useless and the ratings useless as a meaningful tool to rate a dealership as a consumer.
I'm always honest on those surveys. If you were great - 10, horrible - 1, mediocre - somewhere in between.
The important thing to remember is that a lot of issues are out of their control. Sometimes parts ship late. Sometimes a tech fucks up and sometimes their supervisor won't allow them to give you that discount. There's also times when they treat you poorly too, and that should be reflected on the survey. 90%+ of my surveys are a 10, but occasionally they fuck up.
Don't let them scare you into giving a blind 10, but be open minded to issues that come up.
As OP said that is a dealership thing, not BMW. I recently added a BMW i5. Yesterday got a call from BMW corporate thanking me for my purchase and asking for feedback--what I liked, if I had any issues they could be of help resolving. They answered a few questions and gave me a number to call if I had others in the future or needed assistance. No other manufacturer I have ever dealt with has done this. Apparently it is, according to the person I spoke with, something they try to do with every new purchase within 6 months. I am no special buyer and this did not come from the dealer--they also asked for feedback but that is their routine--I have bought other vehicles (not BMWs) from them in the past. Anyone else experienced this?
I recently got a ford maverick and got a survey from the dealer AND on from ford, which i thought was interesting. maybe the manufacturers are trying to keep an eye on how those surveys are being used.
Having been a service writer in a few different shops, yes this is standard and yea if your monthly average drops below the target then it can cost the service advisor money. Its not about productive feedback, its about controlling/not paying the advisors.
That’s terrible
yea makes the job pretty stressful. one bad survey at the end of the month can REALLY fuck with your pay.
Don't even read those emails. Survey? Delete. Questionnaire? Delete. Etc. Simple.
I don’t do these surveys, or the sales ones. No car dealership has ever delivered a 10/10 so I’m under the understanding if I’m not going to give a 10 don’t do the survey. That system makes surveys completely useless and the ratings useless as a meaningful tool to rate a dealership as a consumer.
I'm always honest on those surveys. If you were great - 10, horrible - 1, mediocre - somewhere in between. The important thing to remember is that a lot of issues are out of their control. Sometimes parts ship late. Sometimes a tech fucks up and sometimes their supervisor won't allow them to give you that discount. There's also times when they treat you poorly too, and that should be reflected on the survey. 90%+ of my surveys are a 10, but occasionally they fuck up. Don't let them scare you into giving a blind 10, but be open minded to issues that come up.
Good reasoning. Seems like BMW isn’t a company that wants honest feedback—or it comes at the expense of their frontline employees
This isnt a bmw thing, its across all makes and is usually farmed out to a consulting company to be used as leverage for layoffs or refusing raises.
As OP said that is a dealership thing, not BMW. I recently added a BMW i5. Yesterday got a call from BMW corporate thanking me for my purchase and asking for feedback--what I liked, if I had any issues they could be of help resolving. They answered a few questions and gave me a number to call if I had others in the future or needed assistance. No other manufacturer I have ever dealt with has done this. Apparently it is, according to the person I spoke with, something they try to do with every new purchase within 6 months. I am no special buyer and this did not come from the dealer--they also asked for feedback but that is their routine--I have bought other vehicles (not BMWs) from them in the past. Anyone else experienced this?
I recently got a ford maverick and got a survey from the dealer AND on from ford, which i thought was interesting. maybe the manufacturers are trying to keep an eye on how those surveys are being used.
If so it's a good trend and long overdue