Had A1 Service today/Service Survey

[hankeepank]

At 5,424m - just 2 days after the MM advised A1, I brought my RTL in to a Honda dealer. Whilst waiting for the service to be performed I noticed a bulletin board that the dealer had in the waiting area. On it was "guidance" for responding to a Honda customer service survey, Basically it broke down the scores for us dummy consumers as follows:

If you felt the service rated between 70-100 answer 5
50-69 answer 4
30-49 answer 3
15-29 answer 2
0 answer 1

It went on to say that any answer other than 5 is failing. It seems to me that this type of thing is meant to bias the surveys and ensure that the dealer gets all bonuses. I am certain that this is NOT the desire of American Honda? Right???

[ShootinDownTheStars]

you are correct. That would be considered "coaching"....which we all do....but if Honda were to come in and see that sign, they would have aproblem with and get fines/things taken away for coaching in that manner.

We are allowed to inform people of the survey and ask them to take the time to fill it out, but we are not supposed to coach.

All that being said....if their service was good and they took decent care of you with no real complaints....you will be helping EVERYONE in that departemtn by giving them 5's or 10's.

If there service was at the level that ytou can complain about it, then hit em accurate.
We all hate the surveys cause there is no middle ground. there is no 90% is still considered a good survey. It is either 100% or NOTHING. It sucks and it is unfair, but it is the truth. How you score them is up to you.

[fredridge]

Originally Posted by ShootinDownTheStars

you are correct. That would be considered "coaching"....which we all do....but if Honda were to come in and see that sign, they would have aproblem with and get fines/things taken away for coaching in that manner.

We are allowed to inform people of the survey and ask them to take the time to fill it out, but we are not supposed to coach.

All that being said....if their service was good and they took decent care of you with no real complaints....you will be helping EVERYONE in that departemtn by giving them 5's or 10's.

If there service was at the level that ytou can complain about it, then hit em accurate.
We all hate the surveys cause there is no middle ground. there is no 90% is still considered a good survey. It is either 100% or NOTHING. It sucks and it is unfair, but it is the truth. How you score them is up to you.

unfortunately much of life has gone that way. It is either perfect or not and because of that have lowered expectations and true evaluation. That is why whenever I go to high school graduations the valedictorians now have 4.91gpa - what happen to a perfect 4.0. Sorry, was about to start rambling, but I will refrain

[jwizard]

Be happy. I had a service writer demand to change the rear differential fluid at every single service visit and stated that Honda required it. He even went further and threatened to report to American Honda the fact that I told him no as it is a low mileage, no severe service Ridge. Better than that they claimed that the service requirements were identical to the Honda Pilot. Since this rocket scientist obviously failed to understand or appreciate "who the customer is", I had a chat with the owner since we have purchased 5 Hondas from his store and he appreciates the fact that all 3 of our current Hondas are now serviced elsewhere.

[djgonzo007]

Originally Posted by hankeepank

At 5,424m - just 2 days after the MM advised A1, I brought my RTL in to a Honda dealer. Whilst waiting for the service to be performed I noticed a bulletin board that the dealer had in the waiting area. On it was "guidance" for responding to a Honda customer service survey, Basically it broke down the scores for us dummy consumers as follows:

If you felt the service rated between 70-100 answer 5
50-69 answer 4
30-49 answer 3
15-29 answer 2
0 answer 1

It went on to say that any answer other than 5 is failing. It seems to me that this type of thing is meant to bias the surveys and ensure that the dealer gets all bonuses. I am certain that this is NOT the desire of American Honda? Right???

Most dealers do this BTW. My wife has a Nissan Pathfinder and they have a similar sign in their service area. I have an Audi and they do the same.

[ShootinDownTheStars]

Only Honda has "bylaws" to it's dealers that do not allow them to "coach". All the other manufactuere's do not care, as they just want to be as high in the customer satisfaction ratings as possible for the JD Power reports that come out every year.

[tlaudio]

Originally Posted by ShootinDownTheStars

Only Honda has "bylaws" to it's dealers that do not allow them to "coach". All the other manufacturer's do not care, as they just want to be as high in the customer satisfaction ratings as possible for the JD Power reports that come out every year.

Interesting....

My dealer calls for a followup on every service they perform. they just make sure everything is OK. They also say that anything but the highest rating (5's?) is acceptable to them....

[hankeepank]

Thanks for all of your input. I always give credit where credit is due, but I don't like to feel pressured. The service was good, the waiting area could have been larger (and cleaner) but over all the experience did not leave me wanting for a different dealer.

Mr. Pank