My salesman asked for a better rating.

[colinl]

Yea... I don't care. Blame the employer, not me. I'm going to skip that crap anyways so if your pay is based off it, maybe time to look for an employer that actually pays their employees a liveable wage and doesn't try to blame the customer for their lack of compensation.

I do care, but it's a bullshit system. If they did fine, sure, they should get 5/5 and get the incentive pay. I think it's around $200 which for a Maverick probably damn near doubles the guy's compensation on the sale.

The problem is that anywhere from 'fine' to 'really awesome' from the dealership's perspective should result in a 5/5. I understand why the OP rated 3- he said it was fine.

The dealership thinks what more could we have done, or should have done? For the OP, maybe that's nothing. Buying a car is often a pretty ho-hum process.

If Ford really cared about the survey results they would clearly define what is required for 5/5 and if the dealership does it, they get that score. A dealership should not act terrible and then try to influence the customer through guilt to give them a 5/5 anyway.

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[KevCuRaoi]

These are probably Ford's surveys...the dealer doesn't send them out. (The dealer may send out their own surveys too ... but the dealer can't prevent Ford from sending out a survey).

 

[Panther City Outdoors]

I was told that if I wasnt going to give 5 stars to the salesman, he would be disciplined and told me that "we want" your honest opinions, but dont do the survey if your not giving 5. Right then I knew I'd never work with them again. Thots is the dealers fault, but mostly Ford for allowing it.

 

[RAnSD619]

This was my experience as well. I paid for my car in full via a cashiers check and had to wait over two weeks for my cashiers check to clear for my dealer to release my truck. I gave an unsatisfactory survey response and was continually asked to redo it. I never did because I was really was unsatisfied and did not feel right stating otherwise.

I did feel bad that the salespersons bonus was affected but thone circumstances were set in place by Ford and Sunroad (parent company of Kearny Mesa Ford in San Diego). I’ll never buy another car from a Sunroad dealership but I do hope that policy changed because of the survey (although I doubt it).

 

[BuddyS]

My dealer was genuinely great, especially when compared to some of the horror stories I've read about here. He was honest from the get-go that it could be 6-weeks, 6-months, or even more from order to delivery, he called or emailed whenever he had an update, he didn't play games with "extras" and financing, and there was never a hint that they were going to budge from our initial sales order numbers. I was happy to give him a 5.

Outside of this survey, I'll usually give a lower nuber if they broke a promise or failed to deliver on something, but if the service was just "meh" I ignore the survey entirely.

 

[Robert C]

When they are selling a product that can be years out all along being treated like a punk from Ford how are you suppose to review that?
OK the dealership did what they could but if the meal takes 4 hours to make with no contact from either the cook or waiter, how are you supposed to rate the waiter?

 

[Scott Asheville]

If a dealership knows how you rated it, something is very wrong with that system. If Ford allows non-randomized visibility in the results, then something is badly, badly wrong with Ford. Ditto the dealership.

The instant a dealership pressured me about results, I'd immediately go back and reset my ratings to zero stars.

 

[colinl]

If a dealership knows how you rated it, something is very wrong with that system. If Ford allows non-randomized visibility in the results, then something is badly, badly wrong with Ford. Ditto the dealership.

The instant a dealership pressured me about results, I'd immediately go back and reset my ratings to zero stars.

why would they want it to be randomized? (edit) I assume you actually meant 'anonymized'. either way, that's absolutely useless for follow-up.

they want to know how the buyer feels the transaction went and they want to know which dealership, and which employee(s) were involved. that's in theory how they find bad dealerships.

the system, however, is utterly ineffective at finding GOOD dealerships. average to amazing, anyone that doesn't suck should get a 5/5. that's their thinking and they tell you so, because they get paid on 5/5 and nothing for 4/5 or less. they will certainly attempt to influence your vote. sales has long been about influence and this is no different. they are selling you on why they deserve 5/5.

 

[Optimus]

After an 8 month wait I got my Maverick. I’ve had it for 9 days. I really like it. Today my salesman calls and asks if I can re-do the dealer survey because I only rated them 3 out of 5. Apparently his pay is based on my praise of the dealer so yeah, I CAN rate them 5 because he is a nice guy.
To sum up : I gave them money. They gave me a car. The salesman was friendly. He gave me a bottle of water.
I’m honestly neutral about the transaction.

I’d re-do the survey and drop it lower. Such a sleezy request.

 

[SLH13]

Any survey like this has nothing to do with customer satisfaction and everything to do with the higher ups making more money. The only one hurt by low ratings is the low guy on the ladder.
Doesn't matter if its car dealerships, Walmart or anywhere else. They take the bonus from the little guys so the higherups keep it.

 

[MarcoG]

Ford wants you to rate them as completely satisfied. I couldn't do that when I took delivery of my 2019 F150 Lariat because the dealership had put almost 380 kms on my special ordered truck before they gave it to me. The General Manager could not understand my position and even threatened me to not take my concern any higher up their management structure. You can't fix stupid.
Needless to say, I didn't change my rating and never returned to buy another vehicle from them. I have since bought two new Mavericks from another dealership with no issues at delivery.
Telling the truth seems to be getting harder doesn't it?

The threat would have been enough for me to raise the riot

 

[mcluvin]

My sales guy was a nightmare to deal with and the dealership too, though they finally saw it my way and agreed to what I was supposed to get in the first place. He asked for a perfect rating too, but it isn't fair to Tim and dealerships like Long McArthur, few that they may be, to give these other sales guys and dealerships perfect scores. I chose to abstain.

 

[A Sturdy Beast]

After an 8 month wait I got my Maverick. I’ve had it for 9 days. I really like it. Today my salesman calls and asks if I can re-do the dealer survey because I only rated them 3 out of 5. Apparently his pay is based on my praise of the dealer so yeah, I CAN rate them 5 because he is a nice guy.
To sum up : I gave them money. They gave me a car. The salesman was friendly. He gave me a bottle of water.
I’m honestly neutral about the transaction.

This isn’t just a Ford thing. As far as I know, for all the other car brands, and most non-automotive customer service positions, any survey or satisfaction rating that is not perfect is considered a failure. Not filling out the survey is a failure. It is a totally stupid system, one that extinguishes honest feedback and opportunity for improvement, but that’s the reality.

If the dealer didn’t do anything totally sleazy (say, for example charging you $500 for nitrogen filled tires, when they had said they wouldn’t) just give them a perfect survey and move on. Even downgrading the score because the finance guy was a jerk (most of them are) could cost your salesman thousands in bonuses.

The one exception would be using the survey as leverage to correct a legitimate problem with your purchase that the dealer is responsible for. That’s when you call the dealer, ask for the general manager, and tell them how much you would like to give them a perfect survey. But you can’t, until your legitimate problem is solved.

Also be aware that giving them a bad survey is burning your bridges with that dealer.

 

[ArtP]

I gave my dealer a top rating because they asked me to and they were straight with me. No pressure, no surprise charges, vehicle delivered in 3 months. That said, I can't say that the salesman cared much about me and my wife or the progress of the order. With appointments, we had long waits to execute the purchase and to pick up the truck while the salesman did other stuff unrelated to our purchase. After I pried a VIN out of him, he never answered another question. The best part of my purchase experience was provided by the Maverick Truck Club and Ford tracking and chat, which allowed me to follow the progress of manufacturing and shipping throughout. I knew before he did that it had been delivered to the dealership. I can't say anything bad about the experience with Ford Motor Company, and I guess the salesman benefits from that.

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