what's up with all the H surveys?

[ultra63]

Got called twice tonight. A very brief one on my low quality 3500 mile service visit and then a very long one on my purchase experience.

 

[ctrcbob]

I got a call about two days after I bought the car. Answered them as best as I could, but after only two days, I still knew very little about the car. If they call me now, I can give them a better view of the car.

Still have not taken it in for that first oil change as I only have 1600 miles on it, but will do so in late March, as wife and I will be leaving for El Paso, then Phoenix, then hit Roswell for an extended stay, before we return to Florida. I want that Full Group-IV Synthetic Oil in there for the trip. (Now that I think about it, they will probably call me about that Service Visit while I am away [they don't have my cell number]).

 

[moose66]

Maybe the thought is now that the media has spoken, let's get out and see what the owners think. I received a very brief call about two weeks after purchasing. If I can recall, they asked less than five questions. All related to the dealership experience and not necessarily the car.

 

[DanTheMan]

Maybe the thought is now that the media has spoken, let's get out and see what the owners think. I received a very brief call about two weeks after purchasing. If I can recall, they asked less than five questions. All related to the dealership experience and not necessarily the car.

I got several of those calls, too. They asked how I liked my new BMW I purchased! (Only one problem--I didn't buy a BMW)! This dealership also owns a BMW dealership and I guess whoever handles the PR issues on this one really screwed up!

Dan :>)

 

[Allen42]

I got got a call from Hyundai a week after the purchase. Two questions:

Rate your dealer experience 1-10: "9"
Can we have your email address to periodically send you information? Gave 'em address.

"Thanks for buying a Hyundai"

That was it.

 

[Mark_888]

I got got a call from Hyundai a week after the purchase. Two questions:

Rate your dealer experience 1-10: "9"
Can we have your email address to periodically send you information? Gave 'em address.

"Thanks for buying a Hyundai"

That was it.

During the transaction, I was told by the salesman and the financial guy that a rating of 9 was an F. I have not had a letter or call from Hyundai yet.

I did get a letter a week after purchase from my dealer thanking me for using their service department (which I have never done). I also got a phone call from their sales department (not my salesman) about 10 days after purchase thanking me for making a sales inquiry and asking me if I needed any more information about Hyundai automobiles.

 

[ctrcbob]

I think the call I got was the same as Allen42's call, now that I think of it.

On my last trip to France, while visiting a good friend who had purchased an Alfa GT, he received a phone call from the Alfa Factory in Italy, asking him how he liked the car, the dealer, did he have any issues, etc. (a whole lot of questions). When he got off the phone, I told him that in the US, we may get calls from the Dealer, but it will be a cold day in Hxxx before we get a call from the factory. (Well, in our case, the importer).
I know it has been a very cold winter so perhaps Hyundai "gets it".

 

[Mark_888]

I think the call I got was the same as Allen42's call, now that I think of it.

On my last trip to France, while visiting a good friend who had purchased an Alfa GT, he received a phone call from the Alfa Factory in Italy, asking him how he liked the car, the dealer, did he have any issues, etc. (a whole lot of questions). When he got off the phone, I told him that in the US, we may get calls from the Dealer, but it will be a cold day in Hxxx before we get a call from the factory. (Well, in our case, the importer).
I know it has been a very cold winter so perhaps Hyundai "gets it".

In addition to the phone surveys, Hyundai has conducted some online chat sessions with customers to get feedback. They have some pretty high level people involved in the feedback sessions.

 

[moose66]

Mark 888 and Allen42 . . . . . . you guys have me laughing out loud! The same exact things happened to me. I couldn't believe they were calling me asking about my inventory inquiry when I already just purchased the car from them a few weeks earlier. I guess we just have to keep in mind that Hyundai, corporate and their dealership network, just haven't quite got a grip on dealing with consumers who may have experiences from Lexus, BMW, etc. to compare to. They'll get it. They better!

 

[Allen42]

During the transaction, I was told by the salesman and the financial guy that a rating of 9 was an F.

Oops. I think he just said from 1-10. The dealer was good, I hope I didn't do him a disservice.

______________________________

Help support this site so it can continue supporting you!

 

[Mark_888]

Oops. I think he just said from 1-10. The dealer was good, I hope I didn't do him a disservice.

I don't believe them when they say 9 is a failing grade. They are just trying to jack up their customer satisfaction scores. I hate when people say that anything less than 10 is failing, and that automatically lowers the score I will give them. OTOH, if they want to slip me some cash in an unmarked envelope, I could be corrupted.

 

[Richard Ft. Lauderdale]

Every time I took my BMW 740 iL for service the service rep told me that anything lower than the highest rating was a black mark for him. One time when they gave me the car back after someone backed it into a post in the garage which I didn't realize until after I got home he removed that service from the computer so that there was not follow up survey call. They fixed it but as you might guess I was not happy. If there had been a survey call he certainly would have gotten a zero.

So far there have not been any calls from Hyundai. I had it back for one TSB (some computer upgrade) and a free oil change. Can't be be unhappy with a free oil change. I have had the car since July.

 

[ctrcbob]

Funny that this thread is here now. About 6:45pm this evening, my home phone rang, so I answered it, and some guy says, "This is xxxx xxxx (forgot his name) calling from Hyundai Motors of America" then there was a short pause, as if I had said something, which I had not yet, then he either hung up, or we got cut off. Don't know which.

Has not called back yet.

 

[ultra63]

My survey was very long. They even asked if I wanted AWD as a $2000 option in the Gen. Not so crucial in FL but probably a good idea in quattro areas.

 

[sandy]

I think this has become almost standard procedure with the high end car makers. My last 3 leases were with Infiniti, Acura and Saab and at the delivery of the car, the sales rep would practically plead for a high score. I'm sure dealers earning high scores are rewarded in someway by the car company, either in additional rebates or priority shipments of models in high demand. It shows how much more aware manufacurers are of the importance of customer satisfaction.

 

[Mark_888]

I think this has become almost standard procedure with the high end car makers. My last 3 leases were with Infiniti, Acura and Saab and at the delivery of the car, the sales rep would practically plead for a high score. I'm sure dealers earning high scores are rewarded in someway by the car company, either in additional rebates or priority shipments of models in high demand. It shows how much more aware manufacurers are of the importance of customer satisfaction.

It not just high end auto-makers, nor is it limited to the auto industry. I get deluged with customer surveys on many websites, and every time I call my phone/internet/mobile service providers, or just about anyone else.

The problem is that management apparently does not realize that employees are begging for a high customer satisfaction rating, to the point where one sometimes feels like there is extortion going on. For example, if your service advisor finds out that gave them a bad rating, that might actually have a negative impact on service (or at least priority) that you get in the future.