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

[GunRack]

Very sad. Let's lie about the sales experience because we're afraid of retribution.

That's exactly it and you're right that it is sad. I wish it weren't, but there's not enough upside for me to risk changing anything.

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[Commercial Sales Ford]

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?

I myself am not, but I'm on the fleet side and our customers don't get them anyway. On the retail side they can be yes all depends on the dealer and how they structure pay plans.

 

[TaxmanHog]

Immediately call the general manager, president / owner of the dealership, express your displeasures and wanting to turn that into a positive experience, maybe they will make an effort to mitigate concerns (or not)

Hold off on the survey response until just prior to the expiration date, if they resolve the concerns turn in positive feedback, if they don't drop the hammer.

 

[F150LER]

Immediately call the general manager, president / owner of the dealership, express your displeasures and wanting to turn that into a positive experience, maybe they will make an effort to mitigate concerns (or not)

Hold off on the survey response until just prior to the expiration date, if they resolve the concerns turn in positive feedback, if they don't drop the hammer.

I lit my dealer up, the sales guy was great.

The GM messed with me so hard. I’m calling the regional rep to try to put that clarification in but I’ll never but another ford new from the dealership. .

 

[Rob G]

Here’s a thought. Give them a good survey, or none at all so no one gets hurt. This will allow you to maintain a good relationship with them. However, send an email or call the sales manager or general manager and explain exactly what you thought of the transaction / process. Be sure to tell them you didn’t ding them on the survey because you understand the consequences but you really wanted them to have your feedback.

I did this with a Mercedes Benz dealer that my wife and I ended up doing a lot of business with over the years afterwards. Unfortunately, the survey only really hurts the salesperson, from what I could discern, and so many other people are involved with the transaction.

 

[Rob G]

Immediately call the general manager, president / owner of the dealership, express your displeasures and wanting to turn that into a positive experience, maybe they will make an effort to mitigate concerns (or not)

Hold off on the survey response until just prior to the expiration date, if they resolve the concerns turn in positive feedback, if they don't drop the hammer.

I should’ve read this first because I responded similarly.

 

[T i h o r]

As others, I gave them all 5's, although there was a few things I think they could have done differently. Rob has the right idea, and I'll most likely share my feedback next time I meet the SA.

I did give them a 3 for one question - something along the lines that I trust FoMoCo. WTH?

 

[Commercial Sales Ford]

Immediately call the general manager, president / owner of the dealership, express your displeasures and wanting to turn that into a positive experience, maybe they will make an effort to mitigate concerns (or not)

Hold off on the survey response until just prior to the expiration date, if they resolve the concerns turn in positive feedback, if they don't drop the hammer.

This is 100% the best way to handle the situation. Recently had a Harley Dealership Damage my bike while it was in for service. Knowing how the surveys work, I did the Survey gave all 10's and they've been nothing but great and thankful to help me out since I didn't hurt them.

Also worth noting that sometimes if you kill them on the First survey that the dealership has was to be able to get a follow up survey sent back to you that if they fixed the issue you can redo the survey and make it perfect. This still hurts the dealership but a lot of time will not kill the salesperson as much because say a 1 star then gets brought up to 4 it evens out a lot better. Now this isn't always the case but can and does happen often on bad surveys.

 

[Amps]

It's hard to get any action talking to 'the boss' when, as a customer, I was there long enough to see that the only Sales Manager the dealer has treats everybody like crap, including staff. The owners have to know it and condone it by their inaction. Ignoring the survey was the best strategy I had because I had to rely on them to followup on several delivery issues.

 

[metroshot]

Immediately call the general manager, president / owner of the dealership, express your displeasures and wanting to turn that into a positive experience, maybe they will make an effort to mitigate concerns (or not)

Hold off on the survey response until just prior to the expiration date, if they resolve the concerns turn in positive feedback, if they don't drop the hammer.

^^^
Took your advice and after I emailed the Ford regional rep who said a negative survey hurts the sales person and F&I manager. Rep suggested I contact the owner (Grody), VP of ops (Maletych), or the GSM who is the principal of the dealership. He gave me the phone #s and emails of all 3.

I contacted the GSM by email and he responded within 15 minutes by phone.

We spoke for over 45 minutes and we both agreed that the sales manager confrontation should never have happened as well as the salesperson who sided with the sales manager - ganging up on a customer.

Since we both have customer service management experience (my former job), we agreed that it was a coaching & teaching experience to avoid unprofessional behavior.

The GSM was very good at allaying fears and perceived retribution should I give a negative survey.

At the end, I agreed to a positive survey and the GSM agreed to:
1. Switch out the EV specialist salesperson to the one who actually helped me out at the end (Ford Pass, door lock code, subscriptions, etc). Nice salesperson without an attitude and assigned by the second sales manager that day.
2. Contact service dept manager with my info to introduce themselves because I did not get to meet him/her that crazy purchase day.
3. Be notified by either service desk or me about an upcoming service appointment so that he can make sure he tracks the work from service.
4. The F&I manager was very good and should get the accolades on my survey.
5. Teach and coach during their weekly sales manager meeting.
6. Let the second sales manager who witnessed this altercation know that sending the first salesperson home early was the correct thing to do.

GSM said on my survey to feel free to comment on what could have been handled better because apparently the owner reads each and every survey.

Many thanks for all your answers - including: @GDN @Amps @GunRack @RickLightning @Commercial Sales Ford and of course @TaxmanHog

 

[chirocam]

I filled mine out very honestly and the salespeople were on me like stank on Sh!t.

To their credit, they offered the $1500 worth of extra BS they put on my truck to be credited back.

 

[Artificial Intelligence]

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?

This is the first of the 2 surveys you will get.

This one is about dealer and your experience... did they check all the boxes ford expects them to check.

2nd one you will get in a few weeks and its all about your lightning.

 

[Artificial Intelligence]

^^^
Took your advice and after I emailed the Ford regional rep who said a negative survey hurts the sales person and F&I manager. Rep suggested I contact the owner (Grody), VP of ops (Maletych), or the GSM who is the principal of the dealership. He gave me the phone #s and emails of all 3.

I contacted the GSM by email and he responded within 15 minutes by phone.

We spoke for over 45 minutes and we both agreed that the sales manager confrontation should never have happened as well as the salesperson who sided with the sales manager - ganging up on a customer.

Since we both have customer service management experience (my former job), we agreed that it was a coaching & teaching experience to avoid unprofessional behavior.

The GSM was very good at allaying fears and perceived retribution should I give a negative survey.

At the end, I agreed to a positive survey and the GSM agreed to:
1. Switch out the EV specialist salesperson to the one who actually helped me out at the end (Ford Pass, door lock code, subscriptions, etc). Nice salesperson without an attitude and assigned by the second sales manager that day.
2. Contact service dept manager with my info to introduce themselves because I did not get to meet him/her that crazy purchase day.
3. Be notified by either service desk or me about an upcoming service appointment so that he can make sure he tracks the work from service.
4. The F&I manager was very good and should get the accolades on my survey.
5. Teach and coach during their weekly sales manager meeting.
6. Let the second sales manager who witnessed this altercation know that sending the first salesperson home early was the correct thing to do.

GSM said on my survey to feel free to comment on what could have been handled better because apparently the owner reads each and every survey.

Many thanks for all your answers - including: @GDN @Amps @GunRack @RickLightning @Commercial Sales Ford and of course @TaxmanHog

typically if you have a bad experience GSM will offer something... a tint, a gift card etc.

I'm not sure how bad or unsatisfactory your experience was... but GSM should have offered something to make it right.

 

[ExCivilian]

Well this thread demonstrates, if nothing else, why dealerships can and do treat their customers so shitty.

These are not your friends, you have no relationship other than contractual terms, and they are trained to behave like this--it's not a one-off. Of course the owner is going to say they'll do better...it's the bare minimum response and they're happy to give you the bare minimum all day long and less if they can get away with it.

What will this training session supposedly consist of? Grown adults telling other grown adults that it's not ok to scream in customers' faces, pack questionable charges into the sales contract, and generally lie about everything that can be lied about and then some? If someone needs that level of training perhaps they'd be better of training at Walmart where they have a dozen pre-recorded videos explaining that it's not ok to grope co-workers, scream in customers' faces, or steal from the register. And if you can't handle that go work in a rock quarry...

Anyone bellyaching over the poor salespersons' *bonuses* misses the fact they're part of it--knowingly. These types of "tactics" are lifted straight training modules; we have terms for them. You'll recognize the examples: someone does you a favor while the person behind them does the assholery (good cop/bad cop), you try and buy something from Facebook but you use the ol' "well I'd love to give you that much for it, but my ball and chain over here holds the purse strings...", or just placing big smile on at the desk while the rest of the organization goes absolutely monkey behind it.

I've said enough--I'm riling myself up. All I can say is if you feel like you might be returning to the dealership for service then use that as an additional opportunity to give another 1 until they get it right with the "it" being treating you with the respect you deserve. It's basic human dignity to be treated with respect unless you do some jacked shit to them first.

And to the guy in Riverside, there are dozens of dealerships within a 20 mile radius of you so don't think for a minute you have to deal with whomever you are dealing with if they aren't meeting your expectations.

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