Dealership survey

s.hammer · 11-15-2021, 04:04 PM

Quick question, hoping someone has the answer. Is there a way to get a dealer customer satisfaction survey directly from GM?

DylansZLE · 11-15-2021, 05:36 PM

They are sent to your email from GM, you may receive a survey from the dealership that is not the CSI survey before the CSI survey from GM

Can'tHave2MuchHP · 11-15-2021, 07:21 PM

GM Dealer here. They are ONLY sent from GM. They highly, highly regulate them too. There's no dealer intervention whatsoever on those surveys and filling out a bad survey flags a LOT of people at GM and a district manager will pay the principal or General Manager a visit. Be careful unless they REALLY messed something up. If you had a really negative experience, I would suggest you try calling and tell them you want to speak with the General Manager or General Sales Manager. If they can't work anything out, then I guess have at it.

If you have something positive to say, all 10s is the way to go. Anything less is actually not high enough to meet the outlandish CSI goal GM sets for us.

s.hammer · 11-15-2021, 08:16 PM

Experience was pretty bad and the purchase was over a week ago so I was surprised not to have the survey yet. I believe I did the survey for my ZL1 1LE at the dealership. Thank you for your help.

Can'tHave2MuchHP · 11-15-2021, 08:17 PM

Quote:

Originally Posted by s.hammer

Experience was pretty bad and the purchase was over a week ago so I was surprised not to have the survey yet. I believe I did the survey for my ZL1 1LE at the dealership. Thank you for your help.

The surveys typically go out within 7-10 days from when the Dealer reports the sale to GM, which they don't always do the same or next day. Some managers do it all on a Friday for example. Unless they mistyped your email, you should get one shortly.

super_sxxy322 · 11-16-2021, 09:29 AM

Quote:

Originally Posted by s.hammer

Experience was pretty bad and the purchase was over a week ago so I was surprised not to have the survey yet. I believe I did the survey for my ZL1 1LE at the dealership. Thank you for your help.

If it was that bad, they probably used a fake e-mail with the RDR so you'll never get it...

WhiteMale · 11-16-2021, 09:40 AM

I had a sales girl tell me anything less than "10" reflects on them even when it's the business office that you rate poorly. Too I've used the dealer survey to get past a few dollars sticking point in negotiations..."you tint the car and I promise 10's across the board on your survey", that sort of thing.

I know that the don't like reviews on dealer rater...got a call about that one but it was all true.

*radz28* · 11-16-2021, 11:34 AM

I had a great experience with the dealer I found and bought from. I flew 500-miles to get this car. I was up front, prompt with what I said I'd do, and they went right along. It wasn't until I arrived to pay/pick-up the car that I learned they never sold a car on-line like they had for me. The whole purchase experience was great. Except...

My car came with dealer-installed locking lug nuts. After I got home a day or so later, I went to pull off one of the front wheels (to check-out the HUGE brakes and stuff) and the lock was hand-tight. My wife and I drove 500-miles with loose lug nuts (I checked the other 3, and they were all loose, too). I complained to my sales reps' about the safety-aspect and that I worried my brakes could have warped, too (there's a long down-hill grade that goes on for tens of miles that you have to drag your brakes on). They were quite receptive. They didn't know, but I already completed the survey with highest ratings, but they must have known about the survey, and it must have been significant, because they offered me to choose a "gift" from the accessory catalog. They approved and (even though getting my "gift" wasn't a smooth process...) I got my "gift" for my troubles (they also left the spring spacers in, which I didn't actually mind too much about).

Point is: it seems these surveys are important. Were I you, I'd give them an opportunity to try to make things right, if you're still open to that. If they don't care, blast them, lol. I hate to say it, but sometimes that's the way it is. I always try to offer the benefit of doubt, but it doesn't always work out.

s.hammer · 11-16-2021, 03:36 PM

Quote:

Originally Posted by super_sxxy322

If it was that bad, they probably used a fake e-mail with the RDR so you'll never get it...

That is exactly what I am thinking...

arpad_m · 11-16-2021, 03:46 PM

Quote:

Originally Posted by WhiteMale

I had a sales girl tell me anything less than "10" reflects on them even when it's the business office that you rate poorly. Too I've used the dealer survey to get past a few dollars sticking point in negotiations..."you tint the car and I promise 10's across the board on your survey", that sort of thing.

I know that the don't like reviews on dealer rater...got a call about that one but it was all true.

Same experience, dealearships ask me to either rate them at 10 across the board if I agree, and if not, let's meet and discuss the issue before I return the survey, they will make it right one way or another.

This means the survey is basically binary (10=pass, 1-9=fail) and meaningless, but that is the corporate world.

j o n · 11-16-2021, 08:21 PM

I had the General Manager call me after a mediocre review of a car purchase at a Chevrolet dealership. Asked my reasoning. Simply explained the car was not as advertised upon arrival after numerous and repetitive questions that must of fell on deaf ears of the Manager and salesman I spoke to. Played victim with me and said the review wouldn't sit well with corporate at years end...

No apologies to me for poor experience or no attempt to make anything right on my end.

Just worried about himself.

Can'tHave2MuchHP · 11-16-2021, 08:25 PM

You're all on the right track. GM is buying all the garbage that JD Power sells them on customer satisfaction. They push that down to the dealer level. They give dealers RIDICULOUS CSI score requirements, 10 out of 10 is mandatory. As said above, 10 = pass, 1-9 = fail. They then tie a huge amount of our factory payouts to these CSI requirements. Even if a dealer truly wow'ed a customer, chances are something wasn't 10 out of 10. The surveys are confusing, they're long, and they do not accurately gauge the job that the dealer did nor the customers satisfaction. For example, 7-8 is "Outstanding" and 9-10 is "truly exceptional"...Okay, if I'm giving a review, I think outstanding is pretty damn good! A customer should be perfectly happy and be able to give 8s and 9s across the board and have it not PUNISH the dealership. But currently, it does.

It's just a number on the objective board and many dealers resort to bribing or "gifting" etc. to get the 100% survey. So, the manufacturer wants to be the brand with the highest customer satisfaction; meanwhile, they make the requirements so unrealistic that dealers have to buy the satisfaction and therefore the CSI score of GM customers is just fake. I also operate Stellantis dealerships and it is the same way. It's all a bunch of corporate America BS. Truly not the dealers fault.

The payout amount is very large and is often the difference between a dealer being profitable or not. If they're a low volume dealership, an awful survey can screw them for a month or two.

sandm · 11-16-2021, 08:32 PM

funny to read all this. I worked for circuit city back in the late 90's as a sales manager. they were called "kick outs" there. it was a pass fail. no middle ground. when one would print, we all prayed it was all 5's.... anything less was a call from district..

not much changes in the corporate world....

*radz28* · 11-16-2021, 08:33 PM

It's funny you almost make it sound like they're trying to buy good reviews. I kinda' see that, since you put it that way. I almost felt like they were trying to buy me after the sale. On principle - I don't like that. I go to the dealership to buy a car. If they don't F' with me, I don't have complaints. It's simple. They give me what they advertise, I give them the money we agree to, and we sign papers and I drive home happy. It shouldn't be complicated. My dealership made it right, but they were definitely pushy on how much they wanted the highest rating. It was starting to get on my nerves a bit. Seeing what you posted makes sense now. Even when there are little niggles that tend to pop-up, I get it. I'm not perfect, and I don't expect them to be, and I can look past mistakes as long as they own-up to them and fix them. I'd expect myself to do the same in their shoes.

Thanks for the insight.

11-15-2021, 04:04 PM	#1
s.hammer Drives: 2015 Z/28 Join Date: Jun 2011 Location: Rhode Island Posts: 245	Dealership survey Quick question, hoping someone has the answer. Is there a way to get a dealer customer satisfaction survey directly from GM?

11-15-2021, 05:36 PM	#2
DylansZLE Drives: 2022 Rapid Blue ZLE Join Date: Mar 2021 Location: Neenah WI Posts: 282	They are sent to your email from GM, you may receive a survey from the dealership that is not the CSI survey before the CSI survey from GM __________________ 2022 Rapid Blue ZL1 1LE order ZNWPCX Ordered - April 8, 2021 // 2000 - July 30, 2021 3000 - August 3, 2021 // 3100 - August 6, 2021 TPW - August 30 3300 - August 21 // 3400 - August 21 3800 10/18 // 4150 Oct 22 6000 November 1st Instagram: dylanszle

11-16-2021, 11:34 AM	#8
radz28 Petro-sexual Drives: Ultra-Grin Join Date: Oct 2006 Location: Crazy Coast Posts: 15,222 View My Garage	I had a great experience with the dealer I found and bought from. I flew 500-miles to get this car. I was up front, prompt with what I said I'd do, and they went right along. It wasn't until I arrived to pay/pick-up the car that I learned they never sold a car on-line like they had for me. The whole purchase experience was great. Except... My car came with dealer-installed locking lug nuts. After I got home a day or so later, I went to pull off one of the front wheels (to check-out the HUGE brakes and stuff) and the lock was hand-tight. My wife and I drove 500-miles with loose lug nuts (I checked the other 3, and they were all loose, too). I complained to my sales reps' about the safety-aspect and that I worried my brakes could have warped, too (there's a long down-hill grade that goes on for tens of miles that you have to drag your brakes on). They were quite receptive. They didn't know, but I already completed the survey with highest ratings, but they must have known about the survey, and it must have been significant, because they offered me to choose a "gift" from the accessory catalog. They approved and (even though getting my "gift" wasn't a smooth process...) I got my "gift" for my troubles (they also left the spring spacers in, which I didn't actually mind too much about). Point is: it seems these surveys are important. Were I you, I'd give them an opportunity to try to make things right, if you're still open to that. If they don't care, blast them, lol. I hate to say it, but sometimes that's the way it is. I always try to offer the benefit of doubt, but it doesn't always work out. __________________ '20 ZL1 Black "Fury" A10, PDR, Exposed CF Extractor Magnuson Magnum DI TVS2650R // RFBG // Soler 103 // TooHighPSI Port Injection // THPSI Billet Lid // FF // Katech Drop-In // PLM Heat Exchanger // ZLE Cradle bushings // BMR Chassis-Suspension Stuff // aFe Bars // Diode Dynamics LEDs // ACS Composites Guards // CF Dash // Aeroforce // tint // other stuffs

11-16-2021, 08:21 PM	#11
j o n Drives: 2015 Z/28 #0058 Join Date: Apr 2018 Location: Pittsburgh, PA Posts: 819	I had the General Manager call me after a mediocre review of a car purchase at a Chevrolet dealership. Asked my reasoning. Simply explained the car was not as advertised upon arrival after numerous and repetitive questions that must of fell on deaf ears of the Manager and salesman I spoke to. Played victim with me and said the review wouldn't sit well with corporate at years end... No apologies to me for poor experience or no attempt to make anything right on my end. Just worried about himself. __________________ Current: - '15 Z/28 #0058 \| White \| A/C \| Speakers \| Michelin PS4S 305/30/19's - '22 Ridgeline RTL \| White \| Ebony, '22 CR-V EX-L Hybrid \| White \| Ebony Sold: - '15 Z/28 #0048 \| White \| A/C \| Speakers \| Michelin PS4S 305/30/19's https://www.instagram.com/__jon__athan__/

11-16-2021, 08:33 PM	#14
radz28 Petro-sexual Drives: Ultra-Grin Join Date: Oct 2006 Location: Crazy Coast Posts: 15,222 View My Garage	It's funny you almost make it sound like they're trying to buy good reviews. I kinda' see that, since you put it that way. I almost felt like they were trying to buy me after the sale. On principle - I don't like that. I go to the dealership to buy a car. If they don't F' with me, I don't have complaints. It's simple. They give me what they advertise, I give them the money we agree to, and we sign papers and I drive home happy. It shouldn't be complicated. My dealership made it right, but they were definitely pushy on how much they wanted the highest rating. It was starting to get on my nerves a bit. Seeing what you posted makes sense now. Even when there are little niggles that tend to pop-up, I get it. I'm not perfect, and I don't expect them to be, and I can look past mistakes as long as they own-up to them and fix them. I'd expect myself to do the same in their shoes. Thanks for the insight. __________________ '20 ZL1 Black "Fury" A10, PDR, Exposed CF Extractor Magnuson Magnum DI TVS2650R // RFBG // Soler 103 // TooHighPSI Port Injection // THPSI Billet Lid // FF // Katech Drop-In // PLM Heat Exchanger // ZLE Cradle bushings // BMR Chassis-Suspension Stuff // aFe Bars // Diode Dynamics LEDs // ACS Composites Guards // CF Dash // Aeroforce // tint // other stuffs

11-15-2021, 07:21 PM	#3
Can'tHave2MuchHP Drives: Fast Join Date: Mar 2015 Location: Michigan Posts: 3,696	GM Dealer here. They are ONLY sent from GM. They highly, highly regulate them too. There's no dealer intervention whatsoever on those surveys and filling out a bad survey flags a LOT of people at GM and a district manager will pay the principal or General Manager a visit. Be careful unless they REALLY messed something up. If you had a really negative experience, I would suggest you try calling and tell them you want to speak with the General Manager or General Sales Manager. If they can't work anything out, then I guess have at it. If you have something positive to say, all 10s is the way to go. Anything less is actually not high enough to meet the outlandish CSI goal GM sets for us.

11-15-2021, 08:16 PM	#4
s.hammer Drives: 2015 Z/28 Join Date: Jun 2011 Location: Rhode Island Posts: 245	Experience was pretty bad and the purchase was over a week ago so I was surprised not to have the survey yet. I believe I did the survey for my ZL1 1LE at the dealership. Thank you for your help.

11-16-2021, 09:40 AM	#7
WhiteMale Drives: 23 ZL1 A10 Rapid Blue Join Date: Aug 2020 Location: MO Posts: 2,013	I had a sales girl tell me anything less than "10" reflects on them even when it's the business office that you rate poorly. Too I've used the dealer survey to get past a few dollars sticking point in negotiations..."you tint the car and I promise 10's across the board on your survey", that sort of thing. I know that the don't like reviews on dealer rater...got a call about that one but it was all true.

11-16-2021, 08:25 PM	#12
Can'tHave2MuchHP Drives: Fast Join Date: Mar 2015 Location: Michigan Posts: 3,696	You're all on the right track. GM is buying all the garbage that JD Power sells them on customer satisfaction. They push that down to the dealer level. They give dealers RIDICULOUS CSI score requirements, 10 out of 10 is mandatory. As said above, 10 = pass, 1-9 = fail. They then tie a huge amount of our factory payouts to these CSI requirements. Even if a dealer truly wow'ed a customer, chances are something wasn't 10 out of 10. The surveys are confusing, they're long, and they do not accurately gauge the job that the dealer did nor the customers satisfaction. For example, 7-8 is "Outstanding" and 9-10 is "truly exceptional"...Okay, if I'm giving a review, I think outstanding is pretty damn good! A customer should be perfectly happy and be able to give 8s and 9s across the board and have it not PUNISH the dealership. But currently, it does. It's just a number on the objective board and many dealers resort to bribing or "gifting" etc. to get the 100% survey. So, the manufacturer wants to be the brand with the highest customer satisfaction; meanwhile, they make the requirements so unrealistic that dealers have to buy the satisfaction and therefore the CSI score of GM customers is just fake. I also operate Stellantis dealerships and it is the same way. It's all a bunch of corporate America BS. Truly not the dealers fault. The payout amount is very large and is often the difference between a dealer being profitable or not. If they're a low volume dealership, an awful survey can screw them for a month or two.

11-16-2021, 08:32 PM	#13
sandm Drives: no more camaro :( Join Date: Apr 2021 Location: sin city Posts: 218	funny to read all this. I worked for circuit city back in the late 90's as a sales manager. they were called "kick outs" there. it was a pass fail. no middle ground. when one would print, we all prayed it was all 5's.... anything less was a call from district.. not much changes in the corporate world....

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