Ford Satisfaction Survey

[skadizzle]

I received one of those Customer Satisfaction surveys from Ford after picking up my vehicle. The dealer was really antsy to give them 5-stars which I did because I had to no issue with them. The last couple of questions were regarding Ford as a whole. I of course let them have it because of their terrible ordering process and my shipping delay.

This morning the sales manager messaged me saying that I didn't give them a 5-star review. First, I thought it was anonymous but I guess not. Secondly, apparently what I said about Ford hurts them as well as Ford doesn't differentiate dealers from corporate.

I don't know what affect it has on the dealership but apparently it hurts them probably in bonuses or something.

That sucks that Ford ties them into it as it isn't their fault for the delays or allocation system, but Ford should also know how much they as a company suck.

Just an FYI to keep in mind. I'm probably blackmarked at the dealership now and will get terrible service when I go in for repairs/maintenance.

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[Flub]

That's such bullshit if they're separate for some strange reason why tie a dealership to Ford in a survey

 

[Nw_adventure]

It's BS - My sales guy and lead service advisor begging me to leave a 5 star review basically telling me their lives depend on it. Tiny Violins playing and such. So desperate - Who in the upper VP levels at Ford drives this nonsense?

 

[BradnChristine]

I gave my dealership 5 stars for their sale and delivery.

But I think it is funny as hell that Ford PRETENDS to give a crap about customers having a good buying experience...but only at the point of delivery.

Maybe they should put the bean-counters in the survey department who harass dealers over into the FORD customer satisfaction department. They might be able to deal with Ford's abysmal tracking, ordering, and delivery system. Certainly none of that is the dealer's fault, it's all on Ford.

 

[Nw_adventure]

I gave my dealership 5 stars for their sale and delivery.

But I think it is funny as hell that Ford PRETENDS to give a crap about customers having a good buying experience...but only at the point of delivery.

Maybe they should put the bean-counters in the survey department who harass dealers over into the FORD customer satisfaction department. They might be able to deal with Ford's abysmal tracking, ordering, and delivery system. Certainly none of that is the dealer's fault, it's all on Ford.

Amen -

 

[TCPTX65]

I received one of those Customer Satisfaction surveys from Ford after picking up my vehicle. The dealer was really antsy to give them 5-stars which I did because I had to no issue with them. The last couple of questions were regarding Ford as a whole. I of course let them have it because of their terrible ordering process and my shipping delay.

This morning the sales manager messaged me saying that I didn't give them a 5-star review. First, I thought it was anonymous but I guess not. Secondly, apparently what I said about Ford hurts them as well as they don't differentiate.

I don't know what affect it has on the dealership but apparently it hurts them probably in bonuses or something.

That sucks that Ford ties them into it as it isn't their fault for the delays or allocation system, but Ford should also know how much they as a company suck.

Just an FYI to keep in mind. I'm probably blackmarked at the dealership now and will get terrible service when I go in for repairs/maintenance.

I think one of the things it can effect are allocations.

 

[SLINGSHOT]

I t old a dealer, many years ago, "I will give you a 5 star rating, you give me 5 star service." Turned out to be very satisfactory relationship.

 

[commadorebob]

I had to do one for the Explorer and when I got to the delivery question, I gave them 1 star with the comment "you aren't technically done yet."

I too got a call from sales manager. He completely understood my point, but asked if I would at least not hold that against them. In the follow-up survey, I gave them a 5 star and let Ford know in the comments their quality assurance sucks if a dealer is stuck with rolling vehicles off the carrier into the garage to work a recall.

 

[Ragtime Billy Peaches]

I had to do one for the Explorer and when I got to the delivery question, I gave them 1 star with the comment "you aren't technically done yet."

I too got a call from sales manager. He completely understood my point, but asked if I would at least not hold that against them. In the follow-up survey, I gave them a 5 star and let Ford know in the comments their quality assurance sucks if a dealer is stuck with rolling vehicles off the carrier into the garage to work a recall.

Say BoB,,, Is it a done deal ? Papers signed ?

Do a good turn.

 

[commadorebob]

Say BoB,,, Is it a done deal ? Papers signed ?

Do a good turn.

Papers signed and on my insurance, yes. In my driveway, no. Still waiting on a stop-delivery recall.

That said, I'm keeping the Maverick order. My wife said she might be interested in kicking me out of the Explorer for her to drive when/if the Mav comes in...

 

[skadizzle]

I just had my salesman reach out to me this morning also about the survey. I guess it really takes a hit on them from the sounds of things. I'm going to ask Tim on Tuesday in the Livestream about it.

 

[NJBob]

These Surveys are a bunch of BS. Ford only uses it to give the dealers are hard time which in many cases are good. But be critical of Ford. They don't care.

 

[DaVicar]

This happened maybe 10 years ago.

I bought an E350 Econoline new, off the dealer's lot. The van wouldn't start due to a dead battery. The owner of the dealership was standing there, and promised a new battery when they did the prep. He handed the deal off to his nephew, so I was part of the kid's training program. Not a big deal.

The van was delivered a week later, nephew at the wheel. First thing, I popped the hood, looked at the kid, and asked, "What did we forget?" Oops, battery. They had obviously charged it, not replaced it, and someone had dropped the ball. While the nephew goes back to the dealer for a battery, I'm compelled to see what else they forgot. Fluids were good, thank you. The tires, however, were 35 and 40 psi underinflated. I think dealer prep was $500 at the time, so I was pissed.

The review request came the next week, (it WAS supposed to be confidential), and I outlined my dissatisfaction points, and gave them a mediocre review, while allowing that this was the nephew' training session. Filed it onliine on Saturday.

Monday, got a call from the sales manager, Yup, why the lousy review? He hadn't read the salient points about the delivery, just looked at the point value that Ford gave them. I found out that I had cost them either $1000 or $2000.

I didn't have a problem with the sales manger so much as the review was supposed to be confidential. Putting a customer on the defensive after the deal is crappy.

 

[Art Vandelay]

It's BS - My sales guy and lead service advisor begging me to leave a 5 star review basically telling me their lives depend on it. Tiny Violins playing and such. So desperate - Who in the upper VP levels at Ford drives this nonsense?

It's not just Ford, it's industry wide. Those surveys only affect the salesman and most of it is for things they have no control over. It's completely unfair and it's something that should have changed a long time ago but never has.

https://www.motortrend.com/features/car-salesman-confidential-csi-is-your-hidden-power-27141/

 

[Art Vandelay]

I just had my salesman reach out to me this morning also about the survey. I guess it really takes a hit on them from the sounds of things. I'm going to ask Tim on Tuesday in the Livestream about it.

Those surveys only affect the salesman even though most of the questions are for things completely out of their control.
https://www.motortrend.com/features/car-salesman-confidential-csi-is-your-hidden-power-27141/

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