I got a call to find out how I liked my recent service visit to the local MINI dealer. They had three categories: phone call, service person and over all. I was honest gave the phone call a 3 but the other two 5+++. I think the guy on the phone got a little annoyed with me cause I just kept rambling on about how much I liked the dealership and the car.

I love the MINI lifestyle!!!!!

 

I think the service surveys are annoying. The service departments lobby hard for "all 5's" one their survey. I often want to give them something less than a 5 but fear I won't get treated well if I don't treat them well. Their begging for good ratings make a mockery of the ratings. I would rather they randomly survey than call you every time you go for service or even better yet let you complete a survey voluntarily.

 

Agree!

 

They call you every time ?? Good thing the MINI doesn’t need to go in often

 

He must have been a noob because anybody who's been w/ MINI for any length of time knows full well how MINI owners "are." The folks I've talked to seem to find the whole thing quite amusing. Enthusiastic customers are, in the big picture, not a problem.

 

and Mini is lucky. I've never been real satisfied with any of my service experiences.

Matt

 

My MA also told me when I took delivery that I'd be getting a survey. She said that anything below 5 was considered failing, and that if I thought I got good service, to please give her all 5s. I had no problem giving them all 5s, because the process really was pleasant and efficient. But my seat was a little messed up and we'll see down the road how that goes, if it gets any worse or if they plan to do anything to correct it.

 

On my '02 MCS I only recieved one call from the service survey people because I was honset and did not give all 5s. I was careful to explain why anything less than a 5 was given. After that first survey I was never, ever called, or emailed, or anything, ever again until I traded up to a new '06 MCS.

I am now on my second MCS and the dealer honestly has gotten better in their service department. After a service visit for a minor, but annoying to me, problem they did call me and email me for a customer satisfaction survey. We'll see if they do it again after my first scheduled service.

 

"Call me if you don't think we deserve all 5s..." It's like judging figure skating... Only the last little bit of the score range is ever used.

And to Mini people

1) Return calls.
2) If you have to make an appointment for service, I expect the service to start at that time. Otherwise, I'm happy to do an early bird drop off.
3) Don't BS me. If you don't know an answer, say so, find out and get back to me. That's OK by me.
4) If you run into an issue, or if work will run long for whatever reason, CALL ME TO LET ME KNOW! Don't make me call you because I haven't heard anything, and it's getting to the end of the day, and I have to make plans to get home or whatever.

The list can go on and on. But telling me to give them 5s just ruins any value that the survey can provide. I'll still give honest comment, but like others here have posted, for some reason, I don't get asked about my experiences any more.

Matt

 

BMW (like some other auto makers) give bonus checks (I think 50$) to the service rep when they get all excellents. And since Mini is owned by BMW I would assume this is still the case. I have owned many cars and I am always lobbied hard about the survey when I get the keys to my car back.
Of course being a business owner, I tell it like it is. If you don't want anything less than a "5", then do your job. Why should I lie for you?

 

i bring my mcs to the dealer for an oil change ONLY. not happy with the local mini dealerships.

glad to hear people are happy though.

 

I have been talking about this for some time. I have a bmw and when you purchase your bmw, they call you for a survey. The dealership gets waaay more money than $50 for ratings of a 5, atleast on purchases. How it trickles down to their employees, I am sure, is a different story . If the dealership consistently get's low scores, BMW will address it. In no way does the survery affect future service. As consumers we need to speak up when products or service, that we pay for, is unacceptable. And we need to speak up when they overcharge you for installation of a popular item. It reminds me of the school bully. You are afraid to stand up due to retaliation. Screw that. My mother taught me not to start fights, but if someone starts one with me, finish it. I will just take my oem parts and go home!

 

I've so far received two or three phone calls. Or maybe it was two phone calls and one letter. Asking about service and satisfaction. My last phone call was after I went to the dealer for a couple minor issues. I told them I was less than completely satisfied for one issue. Then they said they will have someone call me to make sure everything is alright and that I should receive something in the mail. I don't know if they are trying to settle things nicely or not, but I have high hopes! Does anyone else know of this and has had this happen to them?