All:

This is your chance to make a difference. I put down that the heated windshield should be offered in the US (would gladly have paid extra for that feature), and that the colors suck (with the exception of silver).

Whether or not you agree with me, be sure to tell Mini what you want/don't want!

Our MA told us that if he doesn't score a perfect '10' in any category, the sales manager will beat him. By the fear in his eyes, I believe him.

Remember that.

Fill out the survey and fill up the comment boxes!

Cheers,

Paul.

 

Did you happen to mention that whoever is in charge of colors in Austria has his lederhosen on backwards?

 

Give the mA's 10s.

 

Lets just say my MA has not been the best ever. Will be interesting to see if he asks me to give him 10's.

 

My was not, either. I usually have to ask a question twice before he even answers my emails. He didn't ask for 10's, and he will not be getting 10's.

 

I don't even think my MA knows how to use email as he only replies when it's related to an item important to him. I sent a fairly important, to me, email two to three weeks ago and he never even replied.

 

Most companies use the Net Promoter Score system for evaluating these type of surveys.

Basically works out to a 9 or 10 being a plus, a 7 or 8 being neutral and 6 or under being negative.

So don't stress about giving them all 10s. But knowing that anything lower than 7 goes against them is good knowledge to have.

http://en.wikipedia.org/wiki/Net_Promoter

 

When I worked at dealerships (not MINI) over the years, if we had someone give us a bad survey, the mfr never saw it.....there are ways of making sure you always get good scores.

 

I don't know. I sent an email asking to place an order to probably the same guy. By the time he responded 2 weeks later I had already placed the order with another dealer. It's so frustrating.

 

The finance lady told me about the survey and mentioned if for any reason I cannot give the MA 10's across the board, I should not fill it up. Instead I should send an email to the GM, and specify my concerns.

Apparently there is a nationwide contest of sorts among MA's as who is the best and they win based on these scores.

 

A guy got fired at Global in ATL last year for doctoring his reports. He was awesome and had been there for years, but there was just too much pressure to get all 10's. Evidently they all intercept the emails someway and then edit or delete the bad ones.

 

I already got the survey, completed it and pressed send. I hardly ever give 10's on any survey.
However my MA was awesome! Super communicative and even contacted me 2 weeks after the purchase to see if everything was ok and asked me if I had any questions.

I even referred someone there and my MA told me that he had talked to her.

When I went to pick up my car the owners were there and actually talked to us when we were waiting.

Mini of Loveland and Stan Ricker, my MA you guys rock!!

 

Goes against them as in they get the feedback and know they need to improve?

minmor, I find it ironic..............I got mine from MoL as well. I never saw the owners once after putting down my deposit at MITM/ MTTS. In fact, MY HUSBAND got a phone call telling him that things were ready so that HE could place his order. He didn't even go to MITM/ MTTS and had very little input into what I ordered.

 

I'm glad someone mentioned the survey thing and how important it is to the dealerships. I had a strange incident regarding the post purchase survey; here it goes.

I loved my MA, he was super helpful, catered to all my needs/concerns regarding the lease of my mini, he really helped me out, and got me a really good deal. I have NOTHING against him and have recommended him to other people. I was so impressed with the deal I received from him, my stepfather and I convinced my stepsister to come up to the dealership the same night and she started the paper work on her 2011 the same night.

I received the survey about a week later. This was my first "New car buying experience", so I felt it was a noteworthy event, and figured I'd fill out the survey when normally I'd just delete it. I understood the scale of the survey, 1 being lowest, 10 being highest. After mulling over my experience for a few minutes and reviewing the questions, I felt that 7's and 8's (mostly 8's) accurately depicted the way I felt about my experience with both the dealership and my MA. My reasoning behind my rating was that, I definitely felt I had an "above average" buying experience, and a score of 5 would be "average" (halfway through 10). I interpreted it that a perfect score of 10 would be simply exaggeration (them having rolled out the red carpet for me, a recliner chair awaiting and someone there to give me a manicure and pedicure kinda thing). I also felt that by selecting all 10's on the survey, it would not be accurate for the dealership to interpret since most people probably fill out those surveys as perfect 10's just so they can rush through it. So, I felt that 7's and 8's would be honest feedback.
Well-no sooner than I get the "your mail has been sent" message, my cell is ringing with my MA on the other line saying how he wished that I had expressed some of my concerns with him before I had left the dealership and that "management was on his back" questioning what had gone horribly wrong, or something to that extent. Shocked, I said, I don't know what you mean, I think I rated my experience very well. My MA then proceeded to explain that anything under 10 indicates a problem and must have raised a red flag to them when they read it and reviewed my survey.
I was a little bothered by this for a few reasons, although I never read it anywhere in the survey, I assumed that they were anonymous (although emailed and addressed to me name, I thought that once it was sent back, it was an anonymous survey). Also, I thought that it went to MINI USA, not right back to my dealership. So the fact that my MA called me for an explanation kinda bothered me. I also thought that considering the mentality that the company might take of people immediately rating 10's for every question just to be done with it, my survey not being perfect 10's would be interpreted as honest, and accurate-nothing requiring clarification on. I explained this to my Research class college professor and she 100% supported my thinking of the whole situation. I still felt horrible that I got management on my MA, so I sent him a very apologetic email asking him to pass it on to his higher ups in lieu of the survey, that there was a misunderstanding, and that I completely enjoyed my experience and there was nothing more anyone could have done to make it a more perfect experience.
Anyone have a similar experience when rating less than 10 for the survey?
(sorry for the ridic long post, but I wanted to explain this situation in depth)

 

[quote=Eddyboi77;3230664]


I was a little bothered by this for a few reasons, although I never read it anywhere in the survey, I assumed that they were anonymous (although emailed and addressed to me name, I thought that once it was sent back, it was an anonymous survey). Also, I thought that it went to MINI USA, not right back to my dealership. So the fact that my MA called me for an explanation kinda bothered me.

I think that the MINI USA site is definitely updated by the MA's.

Maybe we should all print out the surveys and snail mail them where they need to go.

 

[quote=Teleigh;3230676]not a bad idea...I had figured that these went to the Mini USA division so that they could see customer satisfaction based on region/dealership etc and that Mini USA had their own set of administrators unrelated to any employee of the dealerships. Weird

 

My MA also begged for 10's. I would probably rate him with an overall 8, but
will probably give him 10's and tell him he better have my back too for any future issues he may be able to help me with.

 

had the exact same response...i gave 7 to 10s and was quite honest with my comments. Was the purchase/buying experience good...yes was it perfect 10/10 absolutely not for many reasons. My MA was great. Financials were OK but too pushy. I had asked for free floor mats and boot mats be thrown in the deal since they wouldnt budge on sticker price and "they forgot" to get them from parts on delivery. They then asked me to drive back down 11o miles to pick them up. I noted it in my survey and i got the phone call/text message from my MA moments later stating that he was in hot water. I call and talked to his boss and told him what was going on. Offered to send me the mats....they forgot. I had to pick them up a month after delivery. Still waiting on my boot mat to show up.

It is quite pathetic that they ask/tell you to give them all 10s. That is BS anyway you look at. The whole situation just bothers/bothered me.

 

Sorry to hear about your experience, but glad you can relate, the only other person who really understood how wrong that situation was, was my Research professor I mentioned. It still bothers me too and definitely something they should work on-I assume that they want honest feedback from those surveys, it's unprofessional and somewhat unethical to then put the customer on the spot and question when they get it.

 

Everyone should stop filling them out. I hate that kind of crap, being intimidated into providing a good evaluation! B.S.

 

All:

Update. Talked to Mini today. Turns out our MAs are paid depending on how they score on the survey. Figures.

I called to voice my concerns that 1) the colors suck and 2) the heated windshield should be an option in the US. I asked them to call back & report on progress...

Cheers,

Paul.

 

Interesting-and thanks for the update! But I can't imagine that this is any sort of regular income for them, but more of an added bonus to their salaries? since they can't rely on every single customer of theirs filling the survey out.

 

Why so many complaints about the colors?

Personally I wanted white (loved the contrast with the black roof, have a white roof on my MCS) to begin with and was actually super happy when I saw LW in person, PW always bothered me because it really wasn't white.

As for other colors, aside from the absence of CR (which would have really upset me if I didn't love the LW, Red was my second color choice), I see no real problems, the blue selections are probably some of the best I've seen from mini in some time.

 

No complaints, just observations. As I observe that you wanted white, got white, and are happy. Meanwhile, I'm observing that there is no Chili Red and no Spice Orange - but we do have a Pure Red that is somewhere lost in between. If you line 'em all up, you may observe that most of the colors are a little quirky. Which may be OK as at least one future owner is also a little quirky.

 

Much better way of saying that the colors suck!

I think a proper red would look great on the CM- especially with black accents. And a decent shade of blue, similar to the old Indi, excapt maybe a shade lighter. As for the windshield- Mini would have made another $1k+ on our car...