Had my car in for Inspection I, a few weeks ago and got the follow up call from MINIUSA asking my opinion about the quality of the service visit. Things were going great until question #6, when they asked, “In regards to the distance you drove for this service visit, how would you rate this experience?” Or something like that.

Now, being the individual that I am, I answered the question honestly and with the goal of improving the process next time. That’s what customer surveys should be used for.

I told them that it wasn’t so much the distance I had to drive, since I knew that going into the purchase, but the fact I called to schedule the service and informed the Advisor that I wanted the window rattle and under hood paint rub fixes applied. They couldn’t preorder these parts, since there wasn’t an invoice to bill them against, so I had to return to the dealer for another day once the parts arrived, which caused me to rate this question low, a 3 on the 1 to 5 scale.

Well, I found out today (when I went for the install of the above noted parts), that this remark goes against the tech that worked on my car, not the warranty process or the parts process. The fact that I had to drive 140 something miles (round trip) down to the dealership twice isn’t the Tech’s fault, it’s the fact that the parts aren’t being stocked for known problems that caused me to have to drive down twice.

Since the survey is based on a customer service visit, any complaint made is attributed against the tech that worked on the car. I’m sure these rankings are used to determine some form of monetary compensation, and this just isn’t fair.

 

I know of a few Car dealerships that pay a bonus based on the tech having a high
customer satisfaction rating.I have told the manufacturers how I feel but they do
not like to look at it in the same light we do. It is all about the numbers you know.
J D POWERS- I have learned to read between the lines

 

Well that would depend on the feedback wouldn't it? Soliciting feedback from customers is not only proper but sound business practice. I got a survey from MINI USA this week through e-mail. As it happens the dealership (in my humble opinion) ACED pretty much every question....except I gave a four out of five for keeping me waiting for ten minutes while they finished detailing the car..... Great service needs to be praised (love to look at a SPOTLESS engine after work has been done) BAD service wether it is the technician or the advisor or the car washer needs to be known about too. :smile: :smile: The dealership in my story: Classic MINI, Mentor, OH.......
You know, when someone who works for me does something outstanding, I get to go to my boss who goes to HIS boss and beats him out of money for that person....it is GREAT!!!

 

I agree with you PKT RKT and maybe I didn't phrase my point correctly:

My problem with this system is, it is negatively affecting the Tech, when the problem is elsewhere.

If someone was to complain about the coffee in the waiting room the Tech gets the hit. I'm all for praising great service, but the blame for difficulties should be put in the proper place. Do you really think hammering the tech on the Customer Survey will make the detail crew work harder?

 

Call MINIUSA and ask to amend yor review. They might just accept your justification and gain your valuable thoughts and opinions. Well, it can't hurt to ask.

 

A lot of MINI dealers have signs up saying that anything less than the highest score on the evaluation questions is considered a failure. In my view this is an insidious form of intimidation because nobody wants to give someone a failing grade, even if that person's performance was unsatisfactory.

The call from MINI USA is basically a PR/marketing gesture, as opposed to a problem resolution mechanism. If you have a negative comment, they play along, act sympathetic, apologize, etc. But they try to avoid doing anything which might antagonize the dealer. I'm convinced their role is to play defense for the dealerships.

Nevertheless, people should give honest evaluations when called, without regard to pressure applied by the dealers or their employees. Sooner or later, BMW will start treating this feedback seriously.

Otherwise, things will never improve.

 

Nope, no call for me from MINI USA.
I do see the dealership service dept with the "give me the highest rating" sign.
I think if they are serious about earning the highest rating then they will have to provide the appropriate level of service. :smile:

 

>>I agree with you PKT RKT and maybe I didn't phrase my point correctly:
>>
>>My problem with this system is, it is negatively affecting the Tech, when the problem is elsewhere.
>>
>>If someone was to complain about the coffee in the waiting room the Tech gets the hit. I'm all for praising great service, but the blame for difficulties should be put in the proper place. Do you really think hammering the tech on the Customer Survey will make the detail crew work harder?
>>

Smokey 4....the problem therefore lies with the dealership, not with MINI or the survey. I would rate and answer truthfully with my experience and the consequences will be the consequences. If my input is used incorrectly, shame on those that do that......Peace....

I'm with minihune below, they want it, they better earn it, EVERY SINGLE time......I am NOT paying $80+ bucks an hour for shoddy service, treatment or a dirty car.....

 

i think that most car dealerships use CSI (customer service index) ratings for numerous things, including bonuses.

at MINI of Hawaii, the service manager straight out told me that he was doing something as a measure of "goodwill" to get good CSI ratings. no shame apparently.

i know that these surveys are not confidential and you can call MINI NA and they'll have it on file. i know b/c i called them the other day and the customer service rep was able to bring up a survey i did last year, including my specific comments (i was a little perturbed that the lot boy decided to drop my antenna on my car while he was unscrewing it from the base).

so, go ahead and give them a call and ask them what the ramifications are, if any....i would hate for the tech to lose out on something when it wasn't his fault. on the same token, if they mess up, the dealership needs to know.

 

>>I agree with you PKT RKT and maybe I didn't phrase my point correctly:
>>
>>My problem with this system is, it is negatively affecting the Tech, when the problem is elsewhere.
>>
>>If someone was to complain about the coffee in the waiting room the Tech gets the hit. I'm all for praising great service, but the blame for difficulties should be put in the proper place. Do you really think hammering the tech on the Customer Survey will make the detail crew work harder?
______________
Agree with you on this. I had to come back a second time because my dealer didn't stock an inexpensive switch for the low tire pressure light. I mean, how much room does a tiny switch take up in the stockroom? and how much can it cost to stock? It's not like stocking an alternator or some other larger, more expensive part which can, and rightly should, be shipped from a regional distribution center via UPS.

And I agree with 911 about their intimidating evaluation sheet which essentially states that "anything less than a 5 is a failure." As far as I'm concerned, if I rate some service mechanic's work a 4 out of 5, that's very good. Not excellent, but very good.

ARE YOU LISTENING MINI-USA?

 

I agree with all of you that the tech should not get knocked because the part was not in stock. I know the pressure to get 5s is very important, but it gets a little out of hand when they are all going to be begging you to give them 5s. Maybe they should value customers and human relations over CSI. To me this whole JD Power/survey issue has gotten out of hand. What happened to the good old days when service was truly customer driven?

 

I got a call today from MINI asking about my recent service (1st service).
I answered it honestly in hope that my BMW/Mini dealer improves upon the
area which I made some comments about. It's not all MINI department's
fault at my dealership...it is the BMW side. I explained what happened to
my sales advisor over at MINI the same day and he said his side has
already fixed the problem.

My experience was sub-par, but the work the MINI department did was
top notch. :smile: I hope my gross experience there is top notch next time.

 

The rating form I've received from my dealership (Mini of Hartford) already has all the answers circled with the highest rating! I sent them a letter and told them I wouldn't participate in their loaded survey.

 

Man...sure am glad I deal with classic. if any part is not in stcock, it is in the next day. Parts guys are pros, techs are VERY friendly and, unless I am working on it and tear it apart, PKT RKT hardly needs anything.....(a change of color would be nice but ah cain't afford it)