Ford Motor Company customer satisfaction survey or is it dealer generated ?

[metroshot]

It's only been 3 days since I picked up the Lightning and I got this message via email from [email protected]1.medallia.com.

I wanted to confirm this is actually a survey from FoMoCo.
Didn't want to skunked by the dealer trying to get an idea of my responses ahead of the official Ford survey.

Is giving anything less than a 5 bad for the dealership or salesperson?

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[F150ROD]

I still haven’t received a survey link from Ford

 

[duncanmaio]

I got one like that a few days after I ordered my truck back in January. Haven't seen anything since getting the truck.

 

[RickLightning]

It's only been 3 days since I picked up the Lightning and I got this message via email from [email protected]1.medallia.com.

I wanted to confirm this is actually a survey from FoMoCo.
Didn't want to skunked by the dealer trying to get an idea of my responses ahead of the official Ford survey.

Is giving anything less than a 5 bad for the dealership or salesperson?

Yes, that is the Ford survey. If you put the email address in Google you'd confirm that. Yes, anything below a 5 is bad.

 

[Commercial Sales Ford]

It's only been 3 days since I picked up the Lightning and I got this message via email from [email protected]1.medallia.com.

I wanted to confirm this is actually a survey from FoMoCo.
Didn't want to skunked by the dealer trying to get an idea of my responses ahead of the official Ford survey.

Is giving anything less than a 5 bad for the dealership or salesperson?

Ford Sales Manager here.... Yes giving anything less than 5's can hurt the salesperson. A lot of dealerships have stipes in the their pay plans for good/bad survey.

 

[Amps]

Too bad the it's always the bad cop Sales Manager and F&I that mess things up, even on an MSRP cash transaction. I didn't fill my last survey out because I knew it would mess up the only good thing about the whole transaction, the sales contact.

 

[TadCurious]

Ford Sales Manager here.... Yes giving anything less than 5's can hurt the salesperson. A lot of dealerships have stipes in the their pay plans for good/bad survey.

That is a shame. There is a salesman of record on my order but I have been dealing directly with the sales manager most of the time (the salesman had to defer to the manager on most of my inquiries). I wonder if the sales manager is impacted financially?

 

[GunRack]

I gave all 5s because I didn't want individuals to be hurt, but the whole buying experience at the dealer could have really been smoother and less anxiety inducing IMO

 

[metroshot]

I gave all 5s because I didn't want individuals to be hurt, but the whole buying experience at the dealer could have really been smoother and less anxiety inducing IMO

Same here - not sure what to do - treated rather poorly by the dealership's sales manager.

It's either give all 5s or not do a survey ?

If you don't do the survey, will the salesperson or dealership get anything ?

 

[RickLightning]

Same here - not sure what to do - treated rather poorly by the dealership's sales manager.

It's either give all 5s or not do a survey ?

If you don't do the survey, will the salesperson or dealership get anything ?

This is like when you go to a restaurant and they burn your dinner. "Oh, the waiter tried so hard..."

You should give an accurate survey, representing exactly your experience. If that means that someone gets dinged, that's the reality of the experience that they delivered to you. Life's tough.

 

[GunRack]

This is like when you go to a restaurant and they burn your dinner. "Oh, the waiter tried so hard..."

You should give an accurate survey, representing exactly your experience. If that means that someone gets dinged, that's the reality of the experience that they delivered to you. Life's tough.

We need to go back to these dealers though for service and our next cars at some point. There's things that weren't right on my truck when I picked up. I'd like those fixed and I'll need the dealer to honor their verbal agreement that they will fix it.

With so few Lightnings being sold, the dealers are going to know exactly who gave them bad reviews. I was the first Lightning sold at the dealer so it will be pretty obvious. Burning bridges has a cost and we all know the automotive surveys are important part of the dealer / customer relationship. Ideal world - we could be honest with surveys, but I'm not willing to risk the relationship over it since they did ultimately sell me the truck at MSRP as agreed.

 

[metroshot]

We need to go back to these dealers though for service and our next cars at some point. There's things that weren't right on my truck when I picked up. I'd like those fixed and I'll need the dealer to honor their verbal agreement that they will fix it.

With so few Lightnings being sold, the dealers are going to know exactly who gave them bad reviews. I was the first Lightning sold at the dealer so it will be pretty obvious. Burning bridges has a cost and we all know the automotive surveys are important part of the dealer / customer relationship. Ideal world - we could be honest with surveys, but I'm not willing to risk the relationship over it since they did ultimately sell me the truck at MSRP as agreed.

Well said!

Ah, forgot about burning bridges and the service dept for warranty repairs and such..

Question: changing to a different dealer for service, would that impact my level of care ?

Example: if I had to drop off the Lightning to a dealer that did not sell me the vehicle, would I still be able to get loaner transportation or will I be SOL ?

 

[RickLightning]

We need to go back to these dealers though for service and our next cars at some point. There's things that weren't right on my truck when I picked up. I'd like those fixed and I'll need the dealer to honor their verbal agreement that they will fix it.

With so few Lightnings being sold, the dealers are going to know exactly who gave them bad reviews. I was the first Lightning sold at the dealer so it will be pretty obvious. Burning bridges has a cost and we all know the automotive surveys are important part of the dealer / customer relationship. Ideal world - we could be honest with surveys, but I'm not willing to risk the relationship over it since they did ultimately sell me the truck at MSRP as agreed.

Very sad. Let's lie about the sales experience because we're afraid of retribution. And then bitch about how car dealers suck because we lack the responsibility to tell them where they need to improve.

 

[RickLightning]

Well said!

Ah, forgot about burning bridges and the service dept for warranty repairs and such..

Question: changing to a different dealer for service, would that impact my level of care ?

Example: if I had to drop off the Lightning to a dealer that did not sell me the vehicle, would I still be able to get loaner transportation or will I be SOL ?

You don't get "loaner transportation" as part of your Ford warranty regardless....

Some recalls get you a loaner paid for by Ford.

Some dealers MAY give you a loaner.

If you buy the extended warranty, you can get first day rental coverage on it.

My dealership has started telling non-customers to not come there for service because they are jammed up, and only dealing with customers.

 

[PA Lightning]

Couple of dozen bake shop donuts go a long way at the dealership.

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