[brewman]

Well, got the first survey in the mail yesterday from Dodge regarding my dealer experience. Does anyone know how DC uses these. Is the info., including identity of the person, passed back to the dealer?

I will fill mine out honestly which may not be what the dealer wants to hear. Delivering the car with 20 psi in the tires and trying to put an aftermarket receiver hitch on the car instead of the Dodge "hidden" hitch are just some of the issues. The only positive is the general manager of the dealership has stepped in lately to resolve some of the issues.

 

[TJchargerRT]

I think they do find out about the identity of the person. I read over on the Charger forums about someone getting a call back from the dealer after he submitted his survey. So either he found out or he could tell who it was because he knew why and who gave him that review that he must have deserved.

 

[iamkungfool]

I filled mine out and had a call about a week later. Numerous problems...none were resolved

 

[Chic]

your survey has a file number on it that's how they know.

Well, got the first survey in the mail yesterday from Dodge regarding my dealer experience. Does anyone know how DC uses these. Is the info., including identity of the person, passed back to the dealer?

I will fill mine out honestly which may not be what the dealer wants to hear. Delivering the car with 20 psi in the tires and trying to put an aftermarket receiver hitch on the car instead of the Dodge "hidden" hitch are just some of the issues. The only positive is the general manager of the dealership has stepped in lately to resolve some of the issues.

 

[formerice]

My dealer is exceptional so I was honest and named names of the people who had done a good job. After that, they treat me like royalty!

 

[dchemi]

Well, got the first survey in the mail yesterday from Dodge regarding my dealer experience. Does anyone know how DC uses these. Is the info., including identity of the person, passed back to the dealer?

I will fill mine out honestly which may not be what the dealer wants to hear. Delivering the car with 20 psi in the tires and trying to put an aftermarket receiver hitch on the car instead of the Dodge "hidden" hitch are just some of the issues. The only positive is the general manager of the dealership has stepped in lately to resolve some of the issues.

Yes they absolutely know. The also get notified if you ever call DCX Customer Service. I had a really bad experiance at my dealer and e-mailed customer service. The next time I went to the dealer and had the same problem, during a heated discussion with the service manager he actually quoted something I put in my e-mail.

 

[Ozzie]

The dealership and everyone involved with the sale of your car absolutely gets to see your response. At both Dodge dealerships I've purchased vehicles from in the last year, they made a point of following up, making sure I was a happy camper, and reminding me the survey was coming and to please give them a good grade. At one dealership, I saw an internal sales chart that indicated that they consider anything less than "very satisfied" in every check box as a negative point.

 

[moparman53]

They seem to be more concerned about getting an excellent review than they do delivering great service.

 

[dchemi]

They seem to be more concerned about getting an excellent review than they do delivering great service.

I totally agree.

My sales guy told me to give all great remarks on the survey and he would correct any future issues that came up. I always have issues when taking my vehicle to the dealer for service and after giving bad remarks I no longer receive the surveys after service.

I think the reviews may have some consequence on the dealer retaining their 5 Star status.

 

[fnkychkn]

these surveys are returned to the dealer after chrysler processes them. depending on the number of returned surveys in any given month, the total score can vary tremendously. anything less than very satisfied is considered a failing mark. dealers are judged compared to all other dealers in their region. if regional average is 90%, dealer needs 9/10 perfect surveys just to maintain average. if only 4 surveys were returned, 3 good and one bad, that's 75% and definitely a failing grade.

my suggestion is to go see your dealer service manager before you fill out the survey. give him a chance to address any issues you may have and to convince you to give them a passing grade. you'd be surprised at what lenghts some will go to get a good survey.

 

[Ozzie]

my suggestion is to go see your dealer service manager before you fill out the survey. give him a chance to address any issues you may have and to convince you to give them a passing grade. you'd be surprised at what lenghts some will go to get a good survey.

Now that's an excellent suggestion! :thumbs_u:

 

[glory1270]

I wish i could have a shot i would tell them how much they suck, and how they have a great car but have too pull teeth to get things done even under warranty.Also the paint is extra cheap!!!!

 

[brewman]

Thanks for the advice. I really have not had any issues with the service department to date since there have been no problems with the car so far. I am sure some of the issues everyone else on this forum have had will eventually crop up on my mag so I do not want to sour my relationship with the dealership over some problems I have with the rookie salesman. As I mentioned in the original post, the general manager of the dealership stepped in and took care of some of the issues.

I am debating about hanging onto the survey for a couple of weeks. I am sure something else will come up and I can see how they treat me before being too negative. Any thoughts?

 

[1fastsedan]

Sounds like I live in a competitive market. When I bought the first car in May, the sales guy offered me a free tank of gas to bring the DCX survey in BLANK! He then told me that the sales guy's bonuses are also partially determined by surveys. He mentioned that a woman gave him a bad survey in the fall and it affected his Christmas money for his daughter. Boo, hoo, sob story. :sad: After any service, I also get a letter from the dealership "informing" me that a survey will be coming and that if you were not "very satisfied" with your service for any reason to call the service manager to resolve the issue. Wink, wink, nudge, nudge.

Of course now that I walked in and bought the SRT-8 off of the showroom floor they love me! It seriously should be criminal the difference in service I've had between the two different model vehicles.

 

[PGH Magnum]

Good surveys are a part of the 5 star process for the dealership. Bad surveys can lead to a possible audit of the 5 star process the dealership fake dcx into believing they do. I know I used to work at a Dodge store.

 

[BackyardGriller]

My sales guy sat me down with an actual copy of the survey, and asked me question by question if I had any reason to answer anything other than very satisfied. Sure enough, a few weeks later I get a copy of that exact survey in the mail.

 

[mfkbmagnum]

I am very satisfied with my dealer. I know some of the technicians from the drag strip. Been doing business for over 15 years with the same dealership. The General Manager, Parts Manager and service manager all know me and my family by first name but always address us formally. The few times I've had problems they fixed them without making me feel like I was putting them out.