OK_TL04

I'm curious if dealers known how we will complete the Acura Client Excellence Survey after a purchase. My understanding anything short of a "Yes" is a fail for the entire survey.

losiglow

iTrader: (1)

That's often the way it is. As stupid as it seems, anything but the highest value of a survey is considered a fail. On Uber for example; if you give the driver anything less than a 5 star it essentially means he/she should be fired. If they get less than an average of 4.6 they can be kicked off the platform.

At my last job, we were rated 1-10 on various metrics. Then they'd give a score of -100 to 100 based on an average. "10" got 100 points. 9 and 8 got zero points. 1-7 got -100 points. Then they'd average it out. You were supposed to be 80 or higher. So if you got four 10's (400 points) and one 9 (zero points) then averaged (400/5) you'd get 80. Lots of people gave 9's though because they figured we didn't a pretty good job but that 10 was reserved for absolutely crazy excellence. Little did they know they were screwing us over. If by chance you got a 7 or lower, you'd have to get nine 10's to break a score of 80 (9x10 = 900 + 1x(-100) = 800/10) = 80. So stupid.

So keep that in mind. If you're satisfied, choose the highest score. If you're unsatisfied, choose the next highest. If you were really pissed off then pick anything less than the 2nd highest.

OK_TL04

I think they must fail if I don't answer too. I'm just really curious if they will know what I answer.. The jury is out at the moment so have not submitted it..

metalrocker

Anything but all high marks is a fail and pulls down the salespersons/dealer CSI. (I work for Honda). If you don't respond than it just shows as an unreturned survey with no real negative effects. With that said I wanted all of my customers to be happy... So let your salesperson know you are about to fill out the survey and that you can't give high marks until this is fixed

BEAR-AvHistory

They are all the same BMW is all 10's or else. Wonder how much is urban BS so the manufactures marketing department can claim happy customers on their surveys & intimidate dealership employees.

hadokenuh

Sometimes the salesman is great but the FI manager is an a$$. Is there a way to score down the FI guy or anything less than perfect will hurt the salesman?

metalrocker

If the F&I guy is an asshole just leave his office and tell the manager you want to work with a different guy lol. If someone scored the FI part of the survey bad it didn't effect my score but it did bring down the overall experience score. With so little profit made on new cars (more than not negative profit is the norm) dealerships rely on F and I for money, so if he is a producer no bad score will touch him unfortunely