So do they want the truth?

[Redbear]

Received my dealer survey today. F&I, and salesman asked for all 10's as I walked out. Nice enough guys except for the antiquated buying process and usual chicanery in the F&I office.

At least you got a survey! When I purchased mine, they fiddle-farted around for 3 hours, then asked if there was any reason I wasn't going to give them straight 10s...survey got lost in the mail?!

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[Buttercup]

Never received a survey when I bought my Rubicon Recon Wrangler 4 years ago. Hmmm...
When my Mopar/Jeep/Associated mailings kept ending up at the dealer, my name, their address. The business office asked me to change my address cause they didn't want to keep calling me to come pick up my mail, you don't have to be Columbo to know they filled out the survey for me. What a class act.

 

[awraynor]

At least you got a survey! When I purchased mine, they fiddle-farted around for 3 hours, then asked if there was any reason I wasn't going to give them straight 10s...survey got lost in the mail?!

My salesman said he usually does about 50 hrs/week. If a customer can only come in on his days of he comes in off the clock. Kind of thought that was illegal by the way.

It's surely a broken system. I like that Vroom and Carvana give us options in selling, it really helped me out. The buying process still has a lot of work needed.

 

[Jeeperjamie]

Glad I love my dealership, they always get 10's and over the past 18yrs i have been doing business with them they rarely haven't went out of their way to get me the best price they can and to fix any issues I may of had. They always do that extra stuff to make you come back. From the sales people, finance people and service dept, they are always above and beyond any dealership within 4 to 5 hrs from me at least. Thanks Hendricks for taking care of your customers.

 

[DobaMark]

it's "net promoter score" garbage.
9 or 10 is good
7 or 8 is OK
0-6 is negative.
It's really skewed from a logical scale:
https://www.qualtrics.com/experience-management/customer/net-promoter-score/

 

[Hootbro]

Is your selling dealer going to be your servicing dealer? Sometimes grudges are held because to them, anything less than 10 might as well be 1's straight across the board on those surveys.

The whole survey system is a cluster fu*k for the most part. Pits customer again dealer and dealer against corporate.

 

[IamAlan]

Hostage surveys. They're never used to improve the process, just to punish those who are forced to use it. I don't fill them out at all. Terrible system used for punitive reasons.

 

[eaglerugby04]

Glad I love my dealership, they always get 10's and over the past 18yrs i have been doing business with them they rarely haven't went out of their way to get me the best price they can and to fix any issues I may of had. They always do that extra stuff to make you come back. From the sales people, finance people and service dept, they are always above and beyond any dealership within 4 to 5 hrs from me at least. Thanks Hendricks for taking care of your customers.

Good to know. Do you know if any of the other Hendricks are just as good? My mom is unfortunately stuck looking for a new car due to somebody hitting her. Not getting the best out of the local Toyota/Honda on the south end.

 

[awraynor]

Is your selling dealer going to be your servicing dealer? Sometimes grudges are held because to them, anything less than 10 might as well be 1's straight across the board on those surveys.

The whole survey system is a cluster fu*k for the most part. Pits customer again dealer and dealer against corporate.

I suspect they will be servicing my Gladiator.

 

[Higher_Ground]

it's "net promoter score" garbage.
9 or 10 is good
7 or 8 is OK
0-6 is negative.
It's really skewed from a logical scale:
https://www.qualtrics.com/experience-management/customer/net-promoter-score/

Wow, that was kind of eye-opening.

I would have to say that after reading that, it is based on logic, just not in the typical order we think of.

They should be tracking and rewarding the dealerships that give the best service but of course that should be weighed against the possibility of their gaming the system.

A question as simple as "were you asked by your salesperson to rate the experience all 10s?" would be flag the worst offenders.

 

[Jeeperjamie]

Good to know. Do you know if any of the other Hendricks are just as good? My mom is unfortunately stuck looking for a new car due to somebody hitting her. Not getting the best out of the local Toyota/Honda on the south end.

I deal with the one in Concord NC exclusively but I would think universally they are great to deal with. From what I have heard Rick takes care of his employees

 

[Higher_Ground]

I suspect they will be servicing my Gladiator.

Did you get yours from Spartanburg CDJR?

I picked up from them about a year ago. The sales process was done by me beforehand, and the green newbie they put on me for the test drive was nice enough. The numbers ended up being where we agreed, but I still had to get the manager to spell it out.

It was what happened after that was unpleasant. They wanted to make me wait around to do the paperwork - I told them I drove 1 1/2 hrs with my wife and infant in the car, and they're waiting in the lot. I even said if they were out on lunch I'd come back in an hour to finish up.

I had to flag down the "guy behind the glass" and tell him I was about to head back home if they didn't put me in the office immediately, explaining I had a baby waiting, etc.

The finance guy wasn't all that friendly, and seemed totally perplexed when I tried to pay electronically. My credit union said they do it all the time, but apparently not for Spartanburg CDJR. A bunch of 3 way phone calls with the credit union and VISA that lasted 30 mins and ended up with them swiping my debit card and taking the number down to run it again the next day. Should've just brought a check, but they weren't all that helpful until it was apparent I would be leaving without making the purchase.

To top it off, when they pulled the gladiator back from "detailing" the sales guy was driving and backed it into the handicap space - and into the sign post. He jumped out, took a look and pulled forward like it didn't happen. And I wouldn't have known except my wife and baby were sitting in the car in the space right next to it. My wife texts me and says "You had better come take a look at the bumper one more time..."


So yeah, hard to imagine calling that experience a 10. I'd be generous with an 8. It's not just about getting what you want - it's how they give it to you.

 

[awraynor]

Did you get yours from Spartanburg CDJR?

I picked up from them about a year ago. The sales process was done by me beforehand, and the green newbie they put on me for the test drive was nice enough. The numbers ended up being where we agreed, but I still had to get the manager to spell it out.

It was what happened after that was unpleasant. They wanted to make me wait around to do the paperwork - I told them I drove 1 1/2 hrs with my wife and infant in the car, and they're waiting in the lot. I even said if they were out on lunch I'd come back in an hour to finish up.

I had to flag down the "guy behind the glass" and tell him I was about to head back home if they didn't put me in the office immediately, explaining I had a baby waiting, etc.

The finance guy wasn't all that friendly, and seemed totally perplexed when I tried to pay electronically. My credit union said they do it all the time, but apparently not for Spartanburg CDJR. A bunch of 3 way phone calls with the credit union and VISA that lasted 30 mins and ended up with them swiping my debit card and taking the number down to run it again the next day. Should've just brought a check, but they weren't all that helpful until it was apparent I would be leaving without making the purchase.

To top it off, when they pulled the gladiator back from "detailing" the sales guy was driving and backed it into the handicap space - and into the sign post. He jumped out, took a look and pulled forward like it didn't happen. And I wouldn't have known except my wife and baby were sitting in the car in the space right next to it. My wife texts me and says "You had better come take a look at the bumper one more time..."


So yeah, hard to imagine calling that experience a 10. I'd be generous with an 8. It's not just about getting what you want - it's how they give it to you.

I did and somewhat similar for me. It was a decent deal. On the down payment said they would only take a check for up to 5K, didn't tell me that before I arrived. Ended up okay, but the overall feel doesn't make me feel like I want to run back there next time.

 

[Rambo111]

As a retired manager I can tell you the whole process and it’s issues breaks down like this. Number one problem starts with J. D. Powers. Once they got their foot in the door look out. Have you noticed when you take a airline flight your feet have barely touched the tarmac and your cell is asking you to fill out a survey. Survey, survey. The old fashioned way was if you didn’t take care of the customer they would take their business elsewhere. Seems fare enough. J.D. Powers has the manufacture shaking in their boots. Some of it deserved. There again build a good product or the customer will go elsewhere. The manufacturer wheels a big club over the dealers head. If you don’t get over a particular threshold for a customer satisfaction score you lose market monies. Yes business office, sales people, service, body shop, etc. beg for 10s. If they don’t get them they are penalized by the whole process. Ever notice if you are thrilled with the dealership but unhappy with the vehicle itself in its design, construction, no power outlet, whatever, there is no place to criticize the vehicle itself. It’s all about the dealership. Manufacturers need to say goodbye to JDP!

 

[jbmdux]

Received my dealer survey today. F&I, and salesman asked for all 10's as I walked out. Nice enough guys except for the antiquated buying process and usual chicanery in the F&I office.

everyone does this. "if we don't get all tens..." I typically don't do surveys.

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