strive for five???

[girasole]

so, i brought my mini in for service for the first time, and everywhere, i mean everywhere, i looked, was this "strive for five" high pressure nonsense. on the walls, on the doors, on each service writer's desk. apparently someone will be calling me and asking me about my service experience, and if i give them 5 they pass, and 1-4 they fail. i thought it was quite interesting that these signs were on the desks facing the customer, not facing the workers. the pressure seems to be on us to give them good scores, not on them to give us good service.

anyway, i'm really reluctant to go thru the scoring process if someone calls me. ease of getting an appointment? i don't know, is one week an acceptable time to wait, or is that too long? satisfaction with service? i don't know that either. they said they lubricated the part, but that it will continue to make that noise. yeah, they were really nice to me, but i'm more concerned about how my car is running a week or a month from now.

and i'm wondering, do they hold these scores against you? will 5's mean you get better service the next time, or does the squeaky wheel get the grease? i'm inclined to just let my answering machine pick up when i get a call that might me those survey people. what are everyone elses thoughts on this? thanks

[adam666]

Quote: Originally Posted by girasole

so, i brought my mini in for service for the first time, and everywhere, i mean everywhere, i looked, was this "strive for five" high pressure nonsense. on the walls, on the doors, on each service writer's desk. apparently someone will be calling me and asking me about my service experience, and if i give them 5 they pass, and 1-4 they fail. i thought it was quite interesting that these signs were on the desks facing the customer, not facing the workers. the pressure seems to be on us to give them good scores, not on them to give us good service.

anyway, i'm really reluctant to go thru the scoring process if someone calls me. ease of getting an appointment? i don't know, is one week an acceptable time to wait, or is that too long? satisfaction with service? i don't know that either. they said they lubricated the part, but that it will continue to make that noise. yeah, they were really nice to me, but i'm more concerned about how my car is running a week or a month from now.

and i'm wondering, do they hold these scores against you? will 5's mean you get better service the next time, or does the squeaky wheel get the grease? i'm inclined to just let my answering machine pick up when i get a call that might me those survey people. what are everyone elses thoughts on this? thanks

I think the fair thing is to use the scoring against them before the call.

If you think a week is too long, you ought to say so. If you think that the noise is unacceptable, you need to say so. If having said so, you don't think you're getting reasonable or great service, you should say that too. "ok, I'll wait a week, but I think that's the sort of thing I'd get if I'd bought a Chevy. It's certainly not going to earn you a 5."

I think that if you fail to speak up and say "thats not acceptable," and then score them anything but a 5, they'd be right to hold that against you. If they don't think your requests are reasonable, then they shouldn't be suprised you're not happy.

[girasole]

excellent advice, adam, thanks!

[SoggyCornFlakes]

Quote: Originally Posted by girasole

excellent advice, adam, thanks!

ditto

[Bilbo Baggins]

Quote: Originally Posted by girasole

so, i brought my mini in for service for the first time, and everywhere, i mean everywhere, i looked, was this "strive for five" high pressure nonsense. on the walls, on the doors, on each service writer's desk. apparently someone will be calling me and asking me about my service experience, and if i give them 5 they pass, and 1-4 they fail. i thought it was quite interesting that these signs were on the desks facing the customer, not facing the workers. the pressure seems to be on us to give them good scores, not on them to give us good service.

anyway, i'm really reluctant to go thru the scoring process if someone calls me. ease of getting an appointment? i don't know, is one week an acceptable time to wait, or is that too long? satisfaction with service? i don't know that either. they said they lubricated the part, but that it will continue to make that noise. yeah, they were really nice to me, but i'm more concerned about how my car is running a week or a month from now.

and i'm wondering, do they hold these scores against you? will 5's mean you get better service the next time, or does the squeaky wheel get the grease? i'm inclined to just let my answering machine pick up when i get a call that might me those survey people. what are everyone elses thoughts on this? thanks

I know exactly what you mean. The signs should be facing the service people, not the customer. They should be on the service floor and in front of the service managers desk. I say grade them fairly. Is a week to long, not if it doesn't inconvienence you, but if you asked for 2 days, with a good reason, and they couldn't or wouldn't then bad on them.

"....do they hold the scores against you?" Apparently yes they do! From personal experience I can assure you that they most certainly do hold them against you. My first warranty service with my dealer was an utter fiasco. I did not give them 5's for almost anything, it was mostly 1's and 2's. Ever since then they have never asked me to fill out another questionaire.

So I guess there is a silver lining to the gray cloud?

I must say that the dealers service has gotten better over the 3 years and is now fairly reasonable. Still not sure that it rates a 5.