Comments on: Sample Customer Survey – Toyota

By: Mike

Mike — Sat, 15 Oct 2011 10:51:23 +0000

Just so you all know how this system with surveys really works….basically your job depends on it. You, as a service advisor are expected to be responsible for all of the responses on these surveys, even if the issues involved are not under your direct control. If a technician is having a bad day and doesn’t want to help the advisor with an issue, and there is a poor outcome, the advisor is the only one held responsible for how a customer fills out their survey. I am not saying that you should lie about what happens when you are at a dealer, just please keep in mind that you essentially have someones job in your hands. I recently lost my job as an advisor because of these exact types of issues, and this is probly the reason why you got a letter from an advisor asking for a excellent score.
One other point I wanted to make is that manufactures are very narrow minded about most of these surveys. Why I say this is, with most automakers (not all, but most) if you do not have a perfect score on a survey, they mark it down as a complete failure for the advisor. I don’t want to harp on and on about how this system is so unfair to the advisors…I just wanted to make a point in saying…. try to keep in mind the the person you actually talk to at the dealer does not always have total control and that a bad server can cost them their job.

By: JA

JA — Fri, 25 Mar 2011 22:49:00 +0000

After filling out the survey last week, I feel like the whole dealership is crashing in on me. I answered the survey that the service consultant (?) was “good” because I rarely give excellent unless there is something special. Today I received a letter from the “service consultant” saying they expect to receive Excellent.
This was not in a dealership envelope, names were hand written and now I’m wondering if I want to deal with this person again or with the dealership. Today I gave my approval to put my name on a new Prius and I’d put a deposit down for when it arrives. After getting this letter I’m not sure I want to deal with this shop again and will probably go buy a Honda.
All this because I was questioning a replacement part on my car as to whether it was really necessary, after reading many blogs on Prius Chat, about it being funny everyone going in for a recall all of a sudden needed another water pump replaced. I feel the letter I got is a reflection of my questioning and I’m feeling so hurt and bruised, I’m quite frankly unwilling to use this dealership now. No others in town, but why must I keep quiet when I think there’s a problem? On survey, I did say something else had happened, and I guess this started it all.
I’m furious now and will never trade there again and will cancel my new car.

By: Marge

Marge — Sat, 11 Apr 2009 14:57:39 +0000

It only took me about 7 minutes to do the survey, including writing a few comments. I read and type fast!!
I am one of the lucky ones who has found an excellent Toyota dealership, and they have gone out of their way to help me resolve some problems with my camry hybid,- that my previous dealership couldn’t figure out-just charged me a ton of money and didn’t fix the problem.

By: daniel garcia

daniel garcia — Fri, 20 Feb 2009 21:00:28 +0000

i wasnt satisfied with the service, first thing was they didnt repair my camry, i went there and told them to fix the idling cause it was to low, whatever it was they had to fix and they said ok that they would call me in about 2 hours, wich they did and so i went to pick up my car and when i got there i asked them if my car was fixed, the told me no and that my balance was 125 dollars! and then they said there was a couple things that werent functioning and that it would be 941 dollars 2 fix it! the problem is i drove 30 min to the dealership and asked them 2 fix it. no matter what had to be done with it! and so that really got me upset, i had to get a rental car to go to where i was going cause my car didnt get fixed! im sorry but i wasnt very happy and would of appreciated it if they would of bin more detailed so i woul of known what they were going to do. daniel garcia

By: Gloria Sullivan

Gloria Sullivan — Wed, 02 Jul 2008 20:10:05 +0000

I filled out the survey and then when I had another problem with the vehicle, the service manager was angry that I had complained about the previous service. You are right about the “emotions” involved here that the survey does not cover. The service mgr I am dealing with, thinks that he can intimidate me in to saying nothing as long as the problem was resolved, despite the aggravation I was put through! I am a woman, business owner and I literally had to ask my husband to step in, in order to get the service that I deserved.

By: Service Untitled

Service Untitled — Sat, 02 Feb 2008 23:06:06 +0000

Rachel,

Thanks for your perspective. I’m glad to hear the dealerships value these.

By: Rachel

Rachel — Sat, 02 Feb 2008 18:46:20 +0000

I am employed by a Toyota dealership and I would just like to say these surveys are very important to the dealer. They are long, but it gives us all the information to determine if we are doing our job as well as we should. In addition, our status as employees and as a dealership, relies tremendously on these surveys. Please take the time to complete them and if you cannot rate excellent in every catagory, please call the dealer and give them the opportunity to correct your concern.

Thank you,
Rachel

By: Service Untitled

Service Untitled — Fri, 11 Jan 2008 03:22:06 +0000

Kurt, getting it from the dealer is probably a good idea. You could probably call Toyota Customer Service as well.