Survey management

[pavulon]

The practice of attempting to manage survey responses is absurd, insulting, pervasive and is a race to nowhere. Provide great service--terrific! Survey service satisfaction--whatev's. Try to manage the response--get lost. I can't wait for this fad to be done and for all of its followers to be publicly shamed.

e.g.:

[pwd72s]

Hmmm, never saw that type of push before. The ones I get from Ford are pretty straightforward.

Once a service advisor told me my Mustang didn't come with a fresh air filter...in the survey comments I mentioned that I had changed the filter myself later. Couple of days later I got a very apologetic email from the service advisor telling me he did "research" and made the discovery that yes, my car had such a filter. He was even willing to do the install for me for free if I bought the filter...the one I bought from NAPA was less than half the price he quoted.

[GH85Carrera]

I don't ever do the surveys.

If they provided the service I expected, is that just average or should that really be "excellent" service. I would call it average. If they failed my expectation is it just a minor failure or a total cluster fudge.

To be excellent that better have done something above and beyond what I expected. Did they have free hand wash car wash for free? Did they throw in a service for free? Doing the expected job just as expected is not excellent service, it is expected service.

[dad911]

I'd send that form to GM Corporate office, so they know what the dealer is trying to do.

[wdfifteen]

I've been given those by a couple of Chevy dealers. I don't fill them out. A survey is useless if they beg you to be dishonest about the service. I don't know why (or if) GM puts up with this crap. Why waste by time?

[911 Rod]

Originally Posted by GH85Carrera

I don't ever do the surveys.

If they provided the service I expected, is that just average or should that really be "excellent" service. I would call it average. If they failed my expectation is it just a minor failure or a total cluster fudge.

To be excellent that better have done something above and beyond what I expected. Did they have free hand wash car wash for free? Did they throw in a service for free? Doing the expected job just as expected is not excellent service, it is expected service.

This

[Hugh R]

I did a DISH TV survey once (online) and told them I was very unsatisfied with the phone service, and lack of dealing with my problem. A few hours later someone actually called me and wanted more feedback. After explaining, she took care of the issue completely (billing).

I ended up switching to Direct TV for other reasons related to satellite service for my RV.

[Por_sha911]

Give them a failing grade for #16 and send it to Gm with a note that the fail is based on them coaching you what to say.

[cashflyer]

Originally Posted by GH85Carrera

Doing the expected job just as expected is not excellent service, it is expected service.

+1k


You know you've done your job when/if you get repeat business.
The knowledge is not gleaned from some damn survey.

[pavulon]

I think everyone can identify with places wanting to make things right and wanting to provide terrific service. That's just good business practice. However, trying to manage the survey results crosses a line and negates any legitimacy to which the survey may have aspired. Imo, it has short-cut written all over it.

So, the question becomes, why are they doing it? I suspect it's not because they do a bad job. I'd wager that it's because someone dreamed up a competitive environment in which BS thrives and honesty fades.

[David]

I hate completing surveys but it's part of ISO 9001 so we kind of have to. I suggested to our QC guy that we make it fun so people will enjoy completing it.
What do you guys think? Too unprofessional?

Here's what we sent out through Survey Monkey:

1. How likely is it that you will complete this survey?
1-Not a chance 2-Maybe if nothing else comes up 3-Sure, in a week or so 4-I live for surveys!


* 2. Were you satisfied with the quality of the product or services?
1. Not even a little 2. A little 3. Good job 4. Heck yes!


* 3. Were dates of delivery and schedule kept for products/services?
1. Not even close 2. At least you got the right month 3. At least you got the right week 4. Nailed It!


* 4. Did communication flow throughout the project to your satisfaction?
1. You guys need to join the 21st Century 2. Barely stone tablet and chisel worthy 3. Carrier pigeon finally arrived 4. Telepathy skills spot on!


* 5. How satisfied were you with the technical knowledge, assistance and expertise?
1. You're idiots 2. A little better than a kindergartner 3. Obviously, not your first rodeo 4. Albert Einstein would be proud!


* 6. Did the NRG Central Repair Shop meet your expectations?
1. Not even close 2. Close enough I guess 3. Good job 4. You guys rock!



* 7. Final report/ written documentation
1. You guys do that? 2. I think i got one in the past 3. Bene 4. Eccellente!



* 8. Based on your experience, would you use our services again?
1. Doubt it 2. Maybe 3. Sure, why not 4. Without a doubt!



* 9. Were good safety practices demonstrated throughout the project?
1. I'm calling OSHA 2. Your safety program needs work 3. I would let my kid work there 4. First class! 5. N/A



Unfortunately our reply rate was no better than usual with about 25%.

[KFC911]

Originally Posted by pavulon

The practice of attempting to manage survey responses is absurd, insulting, pervasive and is a race to nowhere. ....

GIGO is how I would describe it...

[911 Rod]

In their defense they do ask people to contact a service adviser if you are not satisfied and they will rectify the problem.
Everyone deserves a second chance.

[Por_sha911]

I understand their concerns.

1) The manufacturer puts a LOT of pressure on them to get good survey results because they want the JD Power ratings... The dealer gets financial rewards for high marks from internal and external surveys.

2) Some people would complain if you gave them a free $20 bill because they wanted 2 tens. As such even great service gets rated average because they are negative old farts.

3) Next time you eat out, go to the hostess at the end of your meal and ask to speak to the manager. They will come running out with a worried look on their face. Why? Because virtually NO one speaks up when things are good. The only comments they get are the negative ones. Again, see #2.

Telling people that good marks are important to them is fine. My dealer and insurance agent let me know to expect a survey and remind me if I can't rate them the best they want to know now so they can make it right. Seems like that dealer is coaching just a little too hard.