Customer Satisfaction Survey

TheBumble · 06-02-2015, 02:14 PM

Tried searching with no luck, but does anyone know if these are confidential?

Thanks!

sstarrx3 · 06-02-2015, 03:27 PM

I am pretty sure they are. If you bad mouth your dealer they will not know it was you. They will just see the comments. If you are very specific with names and an incident I guess they could figure it out.

hyperzulu · 06-02-2015, 03:48 PM

I've read anecdotes of people being reached by their CA regarding a sale which they gave a score less than perfect. In some cases the CA was calling to follow up to see how they could remedy a situation, but in others it was to express their displeasure in receiving the score.

The survey is not really a good system, in my opinion. Especially the rating... some people simply don't give perfect scores and don't realize that the difference between a perfect score and a point below that is pretty big in terms of bonuses.

I don't know if they still release the names, but in the past this has been the case.

todd hollander · 06-02-2015, 05:19 PM

I was invited to take a JD Power new car survey after getting my new 2er and half way through, it turned in to a marketing survey, not a quality survey. I was really disappointed and did not complete the survey. It was BS

Wheelwright · 06-02-2015, 05:29 PM

Quote:

Originally Posted by sstarrx3

I am pretty sure they are. If you bad mouth your dealer they will not know it was you. They will just see the comments. If you are very specific with names and an incident I guess they could figure it out.

I am afraid you're wrong. They will know it was you. The survey (at least in Canada) is NOT anonymous. Consult BMW privacy policy yourself if in doubt, I did and they can sell your information to whoever they choose and/or use it in any way they choose. BMW privacy policy means zero privacy. It is worse than facebook.

TheBumble · 06-02-2015, 05:51 PM

Thanks!

I am not totally sure how to handle my situation.

To sum, after negotiating a good price, I told the salesman to run my credit (800+) to make sure I qualified for the special being run for the 235 by BMW. I was told we were good to go.

I drove to the dealer (2 hours away!) and was given a MF of .0017. I was not happy!

I new I was being lied to ... but they knew I wanted the car!

The salesman kept saying how he was not involved in the financing etc.

So I basically had to renegotiate the deal at a cost of several hundred dollars to me.

Dealers really are shady!

I have had better experiences with Mercedes (and was thinking about the AMG 45) but know it can be a crapshoot; so I tried to make the best of it.

Please be gentle. The wounds are still fresh.

:

Thanks again!

Pyewacket69 · 06-02-2015, 09:30 PM

Quote:

Originally Posted by todd hollander

I was invited to take a JD Power new car survey after getting my new 2er and half way through, it turned in to a marketing survey, not a quality survey. I was really disappointed and did not complete the survey. It was BS

Yeah, I must have gotten the same survey...

I stopped answering the questions when I realized I was a victim of survey "bait and switch".

Trashed the survey.

TBro2002 · 06-02-2015, 11:53 PM

On the CSS, my dealer got very high ratings. Derek Dicker at Shelly BMW did a great job on our ED.

hyperzulu · 06-03-2015, 10:52 AM

Quote:

Originally Posted by TBro2002

On the CSS, my dealer got very high ratings. Derek Dicker at Shelly BMW did a great job on our ED.

That survey won't affect their sales though. Generally ed surveys are just internal.

hyperzulu · 06-03-2015, 10:54 AM

Quote:

Originally Posted by TheBumble

Thanks!

I am not totally sure how to handle my situation.

To sum, after negotiating a good price, I told the salesman to run my credit (800+) to make sure I qualified for the special being run for the 235 by BMW. I was told we were good to go.

I drove to the dealer (2 hours away!) and was given a MF of .0017. I was not happy!

I new I was being lied to ... but they knew I wanted the car!

The salesman kept saying how he was not involved in the financing etc.

So I basically had to renegotiate the deal at a cost of several hundred dollars to me.

Dealers really are shady!

I have had better experiences with Mercedes (and was thinking about the AMG 45) but know it can be a crapshoot; so I tried to make the best of it.

Please be gentle. The wounds are still fresh.

:

Thanks again!

Honesty should be at the forefront of the deal. Doesn't sound like the dealer was. I wouldn't give them a perfect score. To the contrary I might have told them to bring the rate down if they wanted a perfect review.

TheBumble · 06-03-2015, 11:55 AM

I basically did, but didn't end up where I was to begin with; my worst experience with BMW.

The salesman texts me today asking about the survey and asking me to give him all 10s; saying he is not part of finance and a bad review would only hurt him not finance.

More BS?

hyperzulu · 06-03-2015, 12:14 PM

Quote:

Originally Posted by TheBumble

I basically did, but didn't end up where I was to begin with; my worst experience with BMW.

The salesman texts me today asking about the survey and asking me to give him all 10s; saying he is not part of finance and a bad review would only hurt him not finance.

More BS?

Finance would have made money on the deal even if they had sold you the car at base rates. I bet if you had said you'll get the financing from another lender they would have given you a better rate. You can either screw them or play the game and see if the CA is willing to make it up to you. It's on you though. Ultimately, yeah the survey affects the CA's monthly bonus, but if he wanted to fight for you, he could have gone back to his manager and asked that they give you the base rate.

TheBumble · 06-03-2015, 12:21 PM

Totally agree. It is on me and I should have been more on it.

Had a concussion a bit back and am still "off" just a bit.

As my wife would say, the money isn't worth worrying about as it comes and goes. I guess I just don't know how to proceed with the CSS.

I need to shake it off!

Thanks again.

DargZ · 06-03-2015, 01:03 PM

Definitely not confidential. My sales person reached out to me to thank me after th survey was done.

I agree that financing guys are shady. Smooth talkers but easy to call BS on. I did not like the finance guy one bit. I wish there was a survey for feedback on them.

MrBimmerM235i · 06-03-2015, 06:08 PM

Quote:

Originally Posted by sstarrx3

I am pretty sure they are. If you bad mouth your dealer they will not know it was you. They will just see the comments. If you are very specific with names and an incident I guess they could figure it out.

That's absolutely NOT true! They know from which customer came the survey.

MrBimmerM235i · 06-03-2015, 06:09 PM

Quote:

Originally Posted by DargZ

Definitely not confidential. My sales person reached out to me to thank me after th survey was done.

Exactly!

hyperzulu · 06-03-2015, 06:30 PM

Quote:

Originally Posted by MrBimmerM235i

Exactly!

Yes.

MrBimmerM235i · 06-03-2015, 06:44 PM

Quote:

Originally Posted by TheBumble

Totally agree. It is on me and I should have been more on it.

Had a concussion a bit back and am still "off" just a bit.

As my wife would say, the money isn't worth worrying about as it comes and goes. I guess I just don't know how to proceed with the CSS.

I need to shake it off!

Thanks again.

Don't kill him on the survey. It's not his fault... Just forget about the survey and move on. I'm gonna give you a tip, If you're not satisfied with the deal go to the dealership and talk to the manager. I'm pretty sure they will help you out knowing that you didn't hurt the dealership with a bad survey.

hyperzulu · 06-03-2015, 06:48 PM

Quote:

Originally Posted by MrBimmerM235i

Don't kill him on the survey. It's not his fault... Just forget about the survey and move on. I'm gonna give you a tip, If you're not satisfied with the deal go to the dealership and talk to the manager. I'm pretty sure they will help you out knowing that you didn't hurt the dealership with a bad survey.

Yep. It is your right to reject the survey altogether. This doesn't hurt or help the sales person.

TheBumble · 06-03-2015, 07:08 PM

Thanks all. It is appreciated. I ended up with invoice plus ~ 700 at .0013 so I think the deal ended up to be fair (after "talking" with the manager).

I needed time to think about what happened and get some feedback.

The deal I thought I got originally was basically invoice at .0013; the deal the dealer gave me when I showed up was invoice at .0017. We split the difference so I am fine with invoice plus ~ 700 at .0013.

I guess I wanted to make sure I didn't overreact in the end.

The most important thing is that I like the car! Still trying to name him!

The reason I was offering invoice was the hood had to be repainted; it sustained a wear mark during shipping.

Thanks all.

JBL84 · 06-04-2015, 01:38 AM

I'm a CA at a store and they are not anonymous. Not that it should change your rating much but just an FYI. And to answer your question on wether or not the finance portion of the score affects your CA. It 100% does and regardless of what kind of dealings you have with the F&I person. Sweet ride btw!!

silverado · 06-04-2015, 04:27 AM

I chose not to complete the survey (instead of lying) as a way out of a similar situation. How does that affect the CA's bonus?

06-02-2015, 02:14 PM	#1
TheBumble Enlisted Member 9 Rep 46 Posts Drives: M235i Join Date: May 2015 Location: Evergreen, CO iTrader: (0)	Customer Satisfaction Survey Tried searching with no luck, but does anyone know if these are confidential? Thanks!
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06-02-2015, 03:27 PM	#2
sstarrx3 Captain 106 Rep 855 Posts Drives: 2014 228i Mineral White/Terra Join Date: Jun 2014 Location: Concord, NC iTrader: (0)	I am pretty sure they are. If you bad mouth your dealer they will not know it was you. They will just see the comments. If you are very specific with names and an incident I guess they could figure it out.
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06-02-2015, 03:48 PM	#3
hyperzulu Colonel 701 Rep 2,337 Posts Drives: 2015 M235i Join Date: Mar 2014 Location: Los Angeles iTrader: (0)	I've read anecdotes of people being reached by their CA regarding a sale which they gave a score less than perfect. In some cases the CA was calling to follow up to see how they could remedy a situation, but in others it was to express their displeasure in receiving the score. The survey is not really a good system, in my opinion. Especially the rating... some people simply don't give perfect scores and don't realize that the difference between a perfect score and a point below that is pretty big in terms of bonuses. I don't know if they still release the names, but in the past this has been the case. __________________
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06-02-2015, 05:19 PM	#4
todd hollander Second Lieutenant 97 Rep 284 Posts Drives: X3 30i Join Date: Dec 2011 Location: Emmaus, PA iTrader: (0)	I was invited to take a JD Power new car survey after getting my new 2er and half way through, it turned in to a marketing survey, not a quality survey. I was really disappointed and did not complete the survey. It was BS
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06-02-2015, 05:51 PM	#6
TheBumble Enlisted Member 9 Rep 46 Posts Drives: M235i Join Date: May 2015 Location: Evergreen, CO iTrader: (0)	Thanks! I am not totally sure how to handle my situation. To sum, after negotiating a good price, I told the salesman to run my credit (800+) to make sure I qualified for the special being run for the 235 by BMW. I was told we were good to go. I drove to the dealer (2 hours away!) and was given a MF of .0017. I was not happy! I new I was being lied to ... but they knew I wanted the car! The salesman kept saying how he was not involved in the financing etc. So I basically had to renegotiate the deal at a cost of several hundred dollars to me. Dealers really are shady! I have had better experiences with Mercedes (and was thinking about the AMG 45) but know it can be a crapshoot; so I tried to make the best of it. Please be gentle. The wounds are still fresh. : Thanks again!
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06-02-2015, 11:53 PM	#8
TBro2002 Second Lieutenant 70 Rep 289 Posts Drives: 2015 335i M-Sport Join Date: Dec 2014 Location: Long Beach CA iTrader: (0)	On the CSS, my dealer got very high ratings. Derek Dicker at Shelly BMW did a great job on our ED.
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06-03-2015, 11:55 AM	#11
TheBumble Enlisted Member 9 Rep 46 Posts Drives: M235i Join Date: May 2015 Location: Evergreen, CO iTrader: (0)	I basically did, but didn't end up where I was to begin with; my worst experience with BMW. The salesman texts me today asking about the survey and asking me to give him all 10s; saying he is not part of finance and a bad review would only hurt him not finance. More BS?
	Appreciate 0 Quote

06-03-2015, 12:21 PM	#13
TheBumble Enlisted Member 9 Rep 46 Posts Drives: M235i Join Date: May 2015 Location: Evergreen, CO iTrader: (0)	Totally agree. It is on me and I should have been more on it. Had a concussion a bit back and am still "off" just a bit. As my wife would say, the money isn't worth worrying about as it comes and goes. I guess I just don't know how to proceed with the CSS. I need to shake it off! Thanks again.
	Appreciate 0 Quote

06-03-2015, 01:03 PM	#14
DargZ New Member 2 Rep 19 Posts Drives: Pending Join Date: Apr 2015 Location: NJ iTrader: (0)	Definitely not confidential. My sales person reached out to me to thank me after th survey was done. I agree that financing guys are shady. Smooth talkers but easy to call BS on. I did not like the finance guy one bit. I wish there was a survey for feedback on them.
	Appreciate 0 Quote

06-03-2015, 07:08 PM	#20
TheBumble Enlisted Member 9 Rep 46 Posts Drives: M235i Join Date: May 2015 Location: Evergreen, CO iTrader: (0)	Thanks all. It is appreciated. I ended up with invoice plus ~ 700 at .0013 so I think the deal ended up to be fair (after "talking" with the manager). I needed time to think about what happened and get some feedback. The deal I thought I got originally was basically invoice at .0013; the deal the dealer gave me when I showed up was invoice at .0017. We split the difference so I am fine with invoice plus ~ 700 at .0013. I guess I wanted to make sure I didn't overreact in the end. The most important thing is that I like the car! Still trying to name him! The reason I was offering invoice was the hood had to be repainted; it sustained a wear mark during shipping. Thanks all. Attached Images
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06-04-2015, 01:38 AM	#21
JBL84 Private 4 Rep 53 Posts Drives: 2014 335xi Msport Alpine Join Date: May 2015 Location: Kirkland Wa iTrader: (0) Garage List 2014 335xi [0.00] 2014 228i [0.00]	I'm a CA at a store and they are not anonymous. Not that it should change your rating much but just an FYI. And to answer your question on wether or not the finance portion of the score affects your CA. It 100% does and regardless of what kind of dealings you have with the F&I person. Sweet ride btw!!
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06-04-2015, 04:27 AM	#22
silverado Captain 288 Rep 874 Posts Drives: 2018 M2 Join Date: May 2005 Location: Boston iTrader: (0)	I chose not to complete the survey (instead of lying) as a way out of a similar situation. How does that affect the CA's bonus? __________________ 2018 F87 M2 \| LBB \| Executive \| Moon Roof \| Apple CarPlay [2018 F22 M240 (sold) ; 2015 F22 M235i (sold); 2006 E90 330i (sold); 1983 E30 Coupe 320i (sold)]
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