Mazda Artarmon asked customers to give reviews with 'only the highest scores'

[fitzy1980]

Some brands provide financial incentives to dealers based on customer satisfaction surveys.

[Craig@AUDI]

Originally Posted by Trump

How many cars do you go through in a year?

He buys a new one when it runs out of fuel!

[Trump]

Originally Posted by Craig@Rockdale

He buys a new one when it runs out of fuel!

Thought so

[Ben73]

Originally Posted by Adrenaline

Holden were possibly the worst this year, delivered a car with such little fuel that the first 5 mins of ownership were spent *** clenching about whether I'd make it to a petrol station. Survey marks reflected this.

I hate dealerships that don't give you a full tank of fuel with purchase. I think I will be negotiating it as a part of the deal next time.

I have bought from 3 dealers and only 1 gave a full tank of fuel.


The dealership that gave the full tank of fuel was the nicest dealership I have ever been too.
They do sell cars on the more expensive side of things (Mercedes, Land Rover, Jaguar, Chrysler, Jeep) The staff were better than average. Except the service staff were average.

Heartland Ford game me about half a tank and the used dealer, Country Autos Newcastle gave me about a quarter.

[Mechan1k]

Never got this BS with my recent purchase ... and they brough my car to me (over 500km from the dealership) ... and took my trade-in back with them ... the drivers they had deliver it to me, refilled the tank prior to dropping it off (I ensured too that he had a full tank as well before he left ... he was grateful too as he had received many a car before with nothing in it for the return trip).

If I had received a survey at all ... I would have given them top marks ... the entire purchase was seamless and I was well looked after. Even with the distance factor (Blacklocks Ford in Wodonga ... and myself in Sydney).

[CyberWasp]

Send the Dealer a Survey to fill in on how you were as a customer.

[FASTXR]

Originally Posted by Mechan1k

Never got this BS with my recent purchase ... and they brough my car to me (over 500km from the dealership) ... and took my trade-in back with them ... the drivers they had deliver it to me, refilled the tank prior to dropping it off (I ensured too that he had a full tank as well before he left ... he was grateful too as he had received many a car before with nothing in it for the return trip).

If I had received a survey at all ... I would have given them top marks ... the entire purchase was seamless and I was well looked after. Even with the distance factor (Blacklocks Ford in Wodonga ... and myself in Sydney).

A few years back we were interested in a Focus at Blacklocks (we are in Canberra). Instead of us driving to Wodonga to look at it, the salesman told me one of his guys would drive it to Canberra for us to look at it and test drive. If we didn't like it, he'd drive it back again.

Old mate rocked up, we liked it and bought it on the spot. We then dropped the guy at the bus station and he caught a bus back to Wodonga! He had a book with him and said that he did this quite a lot, driving cars interstate for sale.

Top marks in my book!

[Craig@AUDI]

Originally Posted by CyberWasp

Send the Dealer a Survey to fill in on how you were as a customer.

Now THAT I'd like to see!

[Big_Daz]

I love the Whole trying to coach me for answers thing.. Ive had it 3 times recently.. Twice from the same Mazda Dealer (one from the service department for my car and once from new car sales on mums new car) and once from the Jeep dealer selling us our GC...

Always go through the "anything less than a 10 is a fail" thing but I just politely say that I will give feedback that's 100% honest about my particular experience... Whats the point otherwise??

[XByoot]

Originally Posted by Big_Daz

Always go through the "anything less than a 10 is a fail" thing but I just politely say that I will give feedback that's 100% honest about my particular experience... Whats the point otherwise??

Reckon that's fair enough. If everyone that had a satisfactory experience gave a 10, then what's left for the exceptional experiences? Maybe these geezers were on to something with the 11

https://m.youtube.com/watch?v=KOO5S4vxi0o




.

[nitro50th]

Originally Posted by Mechan1k

Never got this BS with my recent purchase ... and they brough my car to me (over 500km from the dealership) ... and took my trade-in back with them ... the drivers they had deliver it to me, refilled the tank prior to dropping it off (I ensured too that he had a full tank as well before he left ... he was grateful too as he had received many a car before with nothing in it for the return trip).

If I had received a survey at all ... I would have given them top marks ... the entire purchase was seamless and I was well looked after. Even with the distance factor (Blacklocks Ford in Wodonga ... and myself in Sydney).

Originally Posted by FASTXR

A few years back we were interested in a Focus at Blacklocks (we are in Canberra). Instead of us driving to Wodonga to look at it, the salesman told me one of his guys would drive it to Canberra for us to look at it and test drive. If we didn't like it, he'd drive it back again.

Old mate rocked up, we liked it and bought it on the spot. We then dropped the guy at the bus station and he caught a bus back to Wodonga! He had a book with him and said that he did this quite a lot, driving cars interstate for sale.

Top marks in my book!

You two must have got them on a good day.

We bought our XR50 from them back in 2010 and were given half a tank of fuel at delivery, pretty annoyed and let them know. I have bought 4 cars from them (new and used) and found the experience ok but not outstanding.

Our recent purchase was a Mazda SP25 GT form a local Mazda dealer and found them to be better but still not great. Got the whole 'survey will be coming soon, please give us a 10/10, anything less is considered a fail' spiel (verbally) at purchase and at every service but apart from the initial online survey after purchase have got nothing.

Atleast we got a full tank with the Mazda!!!

[aussie muscle]

Originally Posted by Chopped

Toowong Mitsubishi said if I give them a 5 star reveiw they would give me a $50 fuel voucher. ..

if you reverse it, i'd imagine giving you a $50 voucher would go a long way to earning a 5 star rating....

[Burnout]

Mmmm, seems dealers are under pressure to move stock, any stock. There are 60 odd manufacturers selling their vehicles here, that’s passenger cars. The economy has tanked, sales have tanked. New/2nd hand prices have tanked.
Each one of these foreign car makers is going to struggle to sell in this economy....... use any trick in the book to flog the product and keep the dealership open.
Smart car has gone home, Opel was sent home and is coming back...... Who's next...?

[lownloud]

Not survey related but Mazda related...
I walked onto a lot with my Mum who was cashed up and ready to buy a Mazda 6. No salesman came near us. Eventually Mum collared one and the conversation went as such:
Mum: "Hello, I would like salesman to sell me a Mazda 6"
Salesman: "Our cars don't need salesmen. They sell themselves" and wandered off.

We left that car yard and she bought a Honda!

[Chopped]

Originally Posted by aussie muscle

if you reverse it, i'd imagine giving you a $50 voucher would go a long way to earning a 5 star rating....

I don't fully understand what you mean?
(My mind is a bit muddy at the moment)

[Sabantien]

Originally Posted by Chopped

I don't fully understand what you mean?
(My mind is a bit muddy at the moment)

I'm guessing what he means is if they just gave you a $50 fuel voucher you'd be motivated to give them a higher score, rather than if they say you get it only if you give a good review, because that would contribute to good service.

[Express]

Originally Posted by Sabantien

I'm guessing what he means is if they just gave you a $50 fuel voucher you'd be motivated to give them a higher score, rather than if they say you get it only if you give a good review, because that would contribute to good service.

A half a tank of fuel is better than nothing but it wouldn’t sway my opinion of the service or vehicle I’d received.

[Chopped]

Originally Posted by Sabantien

I'm guessing what he means is if they just gave you a $50 fuel voucher you'd be motivated to give them a higher score, rather than if they say you get it only if you give a good review, because that would contribute to good service.

Oh yea, I see what he means now. Would have been a better approach.

[Kieron]

I get the 'rate us 9/10 at least as anything less is a fail' from my Jeep dealer the day after I take it to their service dept. Note, the survey comes via email.

They are a comedy of errors, last two visits -

Called the dealer to see if my car was ready (they had it for 9 days and were supposed to call me on Friday or send me an email or at least a text, got nothing) on Monday at 1pm, no one in service, i'll have them call you back, waited until 4pm, no call so called and and asked again as they close at 5, yes its ready so arrange to pick it up.

Next day, I get a return call saying yes, my cars is ready to pick up!!!, told them i've got it already... then the 9/10 rating call a few mins later by the same person.


Get the 9/10 call -

Me: I didn't receive the email,
Them: oh we mustn't have your email on file.
Me: You said the same last time and I gave it to you and you've sent me emails previously.
Them: Oh, ok.

There's a LOT more but I won't bore everyone.

FCA Aust are genuinely trying to lift their image, I spoke to the dealer manager about FCA's initiatives in this area and his reply gave me the distinct impression he didn't think it was worth it.

You can guess where I won't be going...

[Mercury Bullet]

Only Claudia Schiffer gets a 10.

[Craig@AUDI]

Originally Posted by Mercury Bullet

Only Claudia Schiffer gets a 10.

Or 3 thumbs up!

[Crazy Dazz]

My wife worked for a Major Australian bank, and their "bonus" was based on 2 or 3 factors, including whether they hit their "sales" targets (new accounts, credit-card applications, etc)
but about 50% of their bonus came from the "Customer Satisfaction" score.

Not sure whether it was email, or they got given a bit of paper, but customers were surveyed, standard stuff, rate different things from 1-10.

Now MOST of us would interpret that in the usual way. A '5' would be indifferent or average, 6 would be a clear pass mark, 9 would be exceptional, and a 10 would have to be something truly extraordinary.

However the bank interpreted '8' as average (ie NO bonus.) they needed above 8 to get any, and only perfect 10's would get them the full amount.

[Syndrome]

Originally Posted by barra240t

Dealers are under pressure from their manufacturer to get top results in customer satisfaction = this

Many factors can make a fantastic survey and indeed a terrible one as well.

So how about the dealers spend more effort identifying problems then fixing them instead of bribing customers to hide their failures???

[XByoot]

Originally Posted by Syndrome

So how about the dealers spend more effort identifying problems then fixing them instead of bribing customers to hide their failures???

Why would they want to do something silly like that? Oh wait,your applying common sense,that will never work