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I had my car into the dealership yesterday to have my snow tires put on. I just got a phone call telling me that I should receive an online survey about my satisfaction. I was then given the same spiel I received when I picked up my car that, if I gave them anything less than a perfect score, it would be considered a fail for the dealership and would raise a red flag. Does everyone get this kind of pressure treatment? (Conveniently, the survey for the delivery of my car after making me wait four months for my car with no communication has never arrived!). I just think, if they truly want honest feedback, they shouldn't be allowed to give that speech. Rant over. I feel better now. Thanks all!
 

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I gave them a good survey for the sale, but generally I don't do surveys. Were your snows also run flats?
 

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I'm with you Wheee! I got the same speech when I was leaving the dealership. Must be a standard spiel dealers give to outflank corporate. Points to dissension in the ranks. In the end I felt the salesman and finance person (who had much more clout) had done me fair; I told him I would give him a good rating. And of course I would like to have a long-term good relationship and don't want to poison the waters.

I haven't got the survey yet but would like to differentiate the peformance of the salesman specifically versus the overall performance of the dealership which is a management rating. In some ways I think the sales staff are as much a victim of bad management as are the customers. That said, it is simply unethical and counterproductive to ask customers to give dishonest responses on surveys. Really puts the customers in an awkward position. In a fair universe, 80-90% satisfaction would be excellent. Can corporate really expect 100%?
 

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I got the same thing, 2 phone calls in two days (one by the sales person and one by the delivery specialist) . There are things I would suggest they could improve, but at the same time I don't want to screw someone over or poison the waters as vegbiker said by not filling it out.

Overall its pretty shity that they put you in that position, I'm sure that its not "anything but a perfect score is a bad review", but they just want the maximum. At the same time there are only 3 mini dealerships in Ontario and they are pretty spread out.. so whats the problem with giving an honest review?
 

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I haven't had any survey at all from my UK dealer. I guess they think it's OK to pick and choose who they ask... seems like they're not interested in measuring their actual performance.
 

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I had two uk surverys-mini and sytner Nottingham's own BUT TOTALL Y NO pressure-they want honest answers so they can improve-I have to say I gave them full marks as have been so impressed, can't see how they could make it any better and am a v satisfied customer. Is it a usa/canada thing=RESIST the pressure the only way they will improve is if people are honest!
 

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I had a similar experience when I purchased a BMW last year (in UK) - they caused me no end of grief throughout the ordering process, yet still gave me a speech once I collected the car insisting I should document maximal scores on their customer service - more so for the the individual salesperson to obtain a bonus! Err no!
 

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I got the same thing, 2 phone calls in two days (one by the sales person and one by the delivery specialist) . There are things I would suggest they could improve, but at the same time I don't want to screw someone over or poison the waters as vegbiker said by not filling it out.

Overall its pretty shity that they put you in that position, I'm sure that its not "anything but a perfect score is a bad review", but they just want the maximum. At the same time there are only 3 mini dealerships in Ontario and they are pretty spread out.. so whats the problem with giving an honest review?
I agree that you shouldn't have to respond in any specific way or even respond at all. I understand a retailers desire to look excellent in the company's eyes, this can affect bonuses, financing and advertising incentives. FYI, there are 5 dealerships in the GTA and I know of at least another 5 in Ontario. MINI has a small market share and surveys are one way of building a stronger network of retailers and improving their bottom line.

I've dealt with two GTA retailers and done surveys for both, one numerous times. Each time the retailer said more or less the same thing as they have said to you. Basically if there is a problem they want the chance to address it before you bring it up to MINI. They are trying to be proactive although it does seem as if they are trying to affect your opinions. If there is a problem, let them know, if you feel like adding that to the MINI Canada survey, do so. I doubt very much that your honesty will affect someone's career or ruin your relationship with the retailer, on the contrary I think it will serve to improve the experience of future customers.
If you want to do the survey, do it honestly. Just my 2 cents.
Oost
 

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I got the same statement from sales. I haven't been sent a survey yet.

I hope I don't get that comment from the parts department. They are worse than terrible. They NEVER answer the phone. They don't respond to voice mails or email. I eventually got somebody in sales to track one of them down. First the part was available on 1 day notice, then it was 3 days. Now they are saying 2 months. I would buy it online but I can't find it anywhere.
 

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I am a former BMW salesman. Customers, please convey any dissatisfaction you might have with the sale to the salesman before filling out the survey. Please give him a chance to make everything right before rating him less than 100%.
 

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Totally agree Z . There are too many ways to complain these days that aren't direct. People find it very easy to complAin on or even eg facebook and Twitter trolls be nasty but wouldn't do it face to face as either they exaggerating or a bit cowardly. We have this at work people chunter behind your back when in fact a chat directly could result in satisfactory solution. It's usually something simple. Really annoying. I hate it! If you're not happy with sales speak to the salesmanger , then the boss. If it's zervice speak to their manager. Find out who it is and ask for them by name. Fortunately in my job a formal complaint HAS to be in writing.amazing how many then don't bother.
 

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I am a former BMW salesman. Customers, please convey any dissatisfaction you might have with the sale to the salesman before filling out the survey. Please give him a chance to make everything right before rating him less than 100%.

You make a fine and fair point that applies a lot of the time but not always. Some people want to do a good job but are caught up in a disfunctional system.

One can't go back in time to address unreturned phone calls, lack of communication, botched orders, etc., all of which I encountered over a 4 month wait for a 2015. I am not alone and the problem appears to be global. Some have reported stellar service from their dealer; others abysmal. Is this a problem top management should address? It's for them to answer.

When I was having problems getting the finance person to return phone calls or e-mails so I could get the updated paperwork that she had promised me, I called the top General Manager and left a brief polite message of the problem I was having. Guess what? He never returned my call. Sometimes the fish stinks from the head.
 

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And therapies the problem vegbiker. I think uk min customer service should be informed as the people at the factory making this fab vehicle really care passionately about the product and they are being let down.
 
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