Dealer survey, did you participate?

[07Vsdn]

Michael Karesh of True Delta released his findings regarding Dealer Surveys, the pressure exerted on customers by dealers to give perfect scores, and actual participation.

Regarding Nissan:

"Nissan dealers were much less likely to have received all perfect scores (23 vs. 36 percent), and more likely to have received average or lower scores (22 vs. 13 percent). This despite more common requests or even begging for perfect scores (50 vs. 36 percent). A larger percentage of Nissan buyers reported feeling pressured (36 vs. 27 percent), but they did not report boosting their scores as a result any more often than they average car buyer."

Full report:

http://www.truedelta.com/pieces/survey_survey.php

Just curious if you got one, did you fill it out, were you honest, and did you give perfect scores or not...

We got a survey but never filled it out. The salesman mentioned it and asked that we give perfect scores but that was all. I don't know if I would have given a perfect score or not. Never got a tour of the dealership and more importantly the service/parts department.

[srellim234]

I'm not sure if it's a True Delta survey or a Nissan survey I filled out, but...

I don't know how true it is but my dealer actually informed me that the salesman's compensation depended on how good the score was. If that's the case and it's the Nissan compensation policy , that would explain the amount of pressure the Nissan people put on the customer to fill out the surveys and fill them out positively.

If it's true, I think it's a poor way for Nissan to do business, but it's not my company. If you don't fill it out positively enough the company just keeps some of the commission instead of fully compensating the salesman for a sale he made before the survey was ever filled out?

Maybe someone who works for an actual dealer can enlighten us. Is what I was told

a. Nissan company-wide compensation policy

b. The individual dealer's compensation policy

c. The dealer not telling me the truth to put pressure on me to fill out the survey?

NOTE: I just went to the True Delta results. What I filled out was the Nissan survey, not True Delta's.
Modified by srellim234 at 12:27 PM 9/20/2007

[vpnavy]

I bought three cars from my Nissan Dealer over the years. The first car delivery went smoothly, the second car was a little rough on delivery (prep, etc.) but I didn't complain. I got a Survey both times. My third delivery (Versa) didn't go well at all (car was missing floor mats, etc. even though they were on the sticker and invoice). I had to return twice to get that straight and they knew I wasn't a happy camper. Guess what? I didn't get a Dealer Survey! I always get a Survey for the maintenance work I have done but they also know that I always leave happy. Maybe I should act "pissed" and see if I get a Survey. Consequently - I don't put much stock in Nissan's Surveys. I have also decided I won't buy another Nissan from my current Dealer. One would have thought they would have treated repeat customers differently. Just my two cents...

[Woogie]

I haven't received my survey yet, but when I get it I'll probably give a good score. In my case the dealer actually did a good job. When I took delivery on Max everything was in order. I was able to take a test drive before signing the paperwork and there wasn't any pressure. I didn't get floor or trunk mats, but I had asked for them not to be included (I prefer rubber mats anyway). There was no paint defects or damage, and he was spotless. The salesperson I had been working with over the internet was there and showed me all the different features and how to use them.

So overall, I was pretty happy. I've definitely had worse experiences at the car dealer before. If I hadn't been treated well I wouldn't have given them a good score, though.

[RedWhale]

I just got mine today and will be turning it in to the dealer soon because I made them promise me freebies if I did. This will not influence the scores because I had a very good experience but I just used it as leverage to get me a free dash mat which I am too cheap to buy myself.

[logicpaysoff]

Click on the Vehicle Reliability Survey, "Times In Shop":

http://www.truedelta.com/resul..._code=

[bikeman]

There was no pressure but our salesperson let us know how important the survey was to her. We were her first sale @ the dealership. She had just come over after four years @ Saturn. She spent hours with us test driving several vehicles, answering many questions, some requiring her to get input from the service dept. She was excellent as was the finance manager. We got what we wanted @ the price we were prepared to pay. No hassles. They earned a perfect score.

David

[lain]

Never did mine but when I got my frist oil change they called me for a survey about my oil change and I did that.

[versa23]

I received mine in the mail and still need to fill it out. My salesperson did ask me numerous times to give the highest ratings because that's what matters in Consumer Reports I thought my salesperson was something of an idiot, but he had another person watching and helping him. If it weren't for that second person, I probably would have gone to another dealer. He even forgot to give me my free pop (the finance manager got on him about that).

[Ever Victorious]

It's a shame that many manufacturers (and I believe Nissan is one of them, if I'm not mistaken) only give the incentives for perfect scores all across the board. I wish they broke it down and gave appropriate incentives to the parties for good or excellent scores..

I didn't receive or fill out a dealer survey this time around. Had I received one, my sales guys (who was VERY good... knowledgeable, friendly, no pressure, and basically let me run the show) would have been screwed by a poor score by his sales manager (arguing with me over the validity of rebates and incentives clearly posted on Nissan's website)

I don't like it when the little guy gets screwed just because his boss is a greedy moron.