[Biorin]

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I did a search on here and found a thread where some guy's CA got extremely pissed at him for not giving him top marks on the survey as it cost him his bonus. My CA also told me that his job, bonuses, etc. depended on me giving him all 10s, and even sent me a handwritten letter to that effect.

While I don't want to be responsible for someone losing their job or a substantial portion of their income (especially if it is standard practice to just give 10s regardless), I'd prefer to be honest, as it certainly was not a 10/10 experience across the board. However, if it's just my CA getting the results and not BMW NA, I guess it doesn't matter much. Seems like a pretty crappy system to get honest feedback, though.

Anyone have any idea how much the results actually matter?

[alex2364]

Bottom line, if you don't give him all 10s, his bonus will be cut. If you're not completely satisfied with the purchase process, talk to him and try to get some free or discounted things from the parts department and use the survey as leverage.

[AstonKarim]

never received one, it came via email?

[armanm]

When i purchased my car my CA's manager gave me a $100 gift card to use at the shop and asked me to rate him with all 10's so he could receive a bonus. It came roughly 2-3 months later in an email.

It also helps out the dealership if they receive high remarks on their CA's, from what they told me it gives the dealership bonuses as well that they share with all staff members.

[Dan_335i]

I think the reports go to bmwna and the dealership wont see ur ratings

[JasonX4MComp]

The dealership gets the ratings

[xantdieselx]

It does affect their pay. If I have a poor service experience I usually won't send the survey in. I would instead take it up with the Service Manager. If that doesn't work I would take my business somewhere else.

[regular_joe]

Is this when you purchase/lease or when you take it on for service?

[chetman7]

I feel bad for my CA, I gave him a terrible review. He knew I was displeased and didn't try to make it right during the paperwork. He had told me months before I received the car I was approved by bmw financing for 2.99 Apr. Months later when I picked up the car they slapped a 4.99 on the contract and told me he never told. e me 2.99 and then proceeded to act like I was idiot and had no idea what I was talking about. Not to mention they let someone test drive my car before I picked it up.

[Dan_335i]

Originally Posted by chetman7

I feel bad for my CA, I gave him a terrible review. He knew I was displeased and didn't try to make it right during the paperwork. He had told me months before I received the car I was approved by bmw financing for 2.99 Apr. Months later when I picked up the car they slapped a 4.99 on the contract and told me he never told. e me 2.99 and then proceeded to act like I was idiot and had no idea what I was talking about. Not to mention they let someone test drive my car before I picked it up.

Wtf?? They let someone test drive your car when its suppose to be sold to a customer? I would have wanted a new car or just take my deposit back and leave

[CHCCubs]

Originally Posted by regular_joe

Is this when you purchase/lease or when you take it on for service?

Both, I've received surveys on both sales and service.

[giorgioarmani]

a lame attempt by corporate to ensure good service from dealership sales and service staff.

every dealership does this not just in the USA.

they are directly asking the customer to lie. giving silly trinkets such as key rings etc just makes this practice lamer.

or they treat you like a regular sheep thorough the purchase...and just before they hand you the keys to drive off they try to turn on the smiles and charm asking you to rate them 10 out of 10.

as if anything gets a 10/10...and not only will they try to bribe the customer they also have to get you to lie about your true experience. BS

[Hravý Amik]

I once bought a car (Infiniti) and filled out what I thought would be an anonymous survey. Then I got the call from the sales guy who confronted me about my responses. He was mad because I had said I knew more about the car than he did. This will always be the case. I can't imagine buying a car based solely on what a sales rep tells me. Having said this, any negative criticism I provide in a survey will always be constructive; otherwise it gets written off as an outlier. I think it's important to point out the good, bad and the ugly, regardless of whether someone's bonus depends on it. If they care about their work, they need that feedback to improve. If they don't care about their work, why should we be worried if they don't get a bonus they don't deserve?

[flyguy27]

Originally Posted by Hrav Amik

I once bought a car (Infiniti) and filled out what I thought would be an anonymous survey. Then I got the call from the sales guy who confronted me about my responses. He was mad because I had said I knew more about the car than he did. This will always be the case. I can't imagine buying a car based solely on what a sales rep tells me. Having said this, any negative criticism I provide in a survey will always be constructive; otherwise it gets written off as an outlier. I think it's important to point out the good, bad and the ugly, regardless of whether someone's bonus depends on it. If they care about their work, they need that feedback to improve. If they don't care about their work, why should we be worried if they don't get a bonus they don't deserve?

Well said.!

[regular_joe]

Originally Posted by Hrav Amik

I once bought a car (Infiniti) and filled out what I thought would be an anonymous survey. Then I got the call from the sales guy who confronted me about my responses. He was mad because I had said I knew more about the car than he did. This will always be the case. I can't imagine buying a car based solely on what a sales rep tells me. Having said this, any negative criticism I provide in a survey will always be constructive; otherwise it gets written off as an outlier. I think it's important to point out the good, bad and the ugly, regardless of whether someone's bonus depends on it. If they care about their work, they need that feedback to improve. If they don't care about their work, why should we be worried if they don't get a bonus they don't deserve?

Agreed

[Number 6]

Originally Posted by flyguy27

Well said.!

Not to be too critical here, but... how many of us would rate a "10" in our jobs. Just saying.

Maybe it would be better if it was.. "are you happy or unhappy with the CA experience".

[Biorin]

I at least hope the manufacturers don't think that they are getting honest feedback. I would consider even a 9/10 pretty exceptional, but for that to be the cause of a bonus cut is beyond ridiculous. There's no point even having a survey if it's really just an exchange of 3 minutes of customer time for a pen or keychain.

[Alamat]

Our society seems hell bent on rewarding mediocrity just for the sake of being politically correct or to be polite.
I haven't gotten my survey yet but I did not get the service I expected. So, I'm sorry but if he doesn't get his bonus because he did a crappy job, then so be it.

[Biorin]

Originally Posted by Alamat

Our society seems hell bent on rewarding mediocrity just for the sake of being politically correct or to be polite.
I haven't gotten my survey yet but I did not get the service I expected. So, I'm sorry but if he doesn't get his bonus because he did a crappy job, then so be it.

+1 fair point. Sort of like how a 20% tip used to signify exceptional service, but now you're a stingy asshole if you tip anything less.

[bri1042]

On my first purchase, I gave honest answers for a decent but not trouble-free purchase process. My salesman thought it was appropriate to admonish me for it. If hadn't wanted the second car as much as I did, I would never have purchased another car from them because of it. I've bought several Acuras in the past and have never encountered such a thing. I gave them all 10's the second time feeling like I had to bribe them in case of any problems with the car. Neither purchase was worth all 10's. I've had to go back to the dealership for things the finance folk messed up a total of 5 times for two car purchases. Any my dealership is one of the top-rated BMW dealerships. It's not impressive. With the first car from them, I dealt with the service department 4 times. Kindness-wise, they deserved 10's, but 3 of those visits were over a simple headlight washer leak that they could have fixed the first time if they'd listened to me....or looked at the picture I sent them of where the fluid was leaking from.

It's a good thing the car makes me so happy, because the dealership really doesn't.

[Fenster]

I sold a car to CarMax and a few days later I got a survey to fill out. They did a good job and I gave them high marks, but was really impressed with the last question:

"Did anyone at the dealership tell you that you would receive this survey or try to influence your answers?"

My honest answer was "No". Apparently CarMax wants honest feedback.

[ft1330]

So I purchased my car in European Delivery, and I know BMW doesn't give the dealership extra money based on ED purchases. I still got good service from the CA. One day I received the e-mail survey. But my car was still on the boat so I didn't take it immediately. The day I receive the car and after making sure everything was cool, I decided to dig for that old e-mail to take the survey and give them all 10's. To my surprise the survey had expired and I couldn't take it. I sent an e-mail to the sales manager telling him to send me a new survey and that I was going to give them good marks and he never bothered answering.

This further proves that the survey is 100% a money thing and no one could care less if you're satisfied or not.