Wunko

We just bought the new IS at the dealership last month. The sales person said we would be receiving a sales experience survey.

He mentioned that if we give them less than 10 that it is considered failure. Is this true? I searched online and heard that these surveys are not anonymous and they hurt the sales person's compensation. Some people said they were kicked out from the dealership when they tried to buy a car from the dealership again.

We did eventually get the price we wanted but we think the sales person may have mislead us on some details and was hard to talk with. We like Lexus but if we were to buy again in the future from this dealership we would hope to get a different sales person.

For those who filled out the survey and who might have had similar situation, would you still give them 10s?

In the past when we bought cars, I don't recall ever getting these surveys or having the sales person tell us to fill it out. Maybe they just got lost in the mail or e-mail and we ignored them.

nathantse

Yes give us a 10, thats how we get paid!

But from a customer perspective, entirely up to you. But TBH the sales guy would not care unless its a 10.

Anything less, if you come back to the sales guy for help or anything regarding the car, he or she would not want to help you out.

* most surveys are sent via email from Lexus Corporate. May have gotta lost in the spam folder. Its been last month since your purchase.... the survey is probably expired by now.

2FNFUN

so had my 2008 ISF dealer serviced and several items looked at Scottsdale Dealer. Service advisor same speech, very sad. Life, not a perfect 10. I like my service advisor, had some hiccups but didn't want to rain on anyone's day. It causes me not to want to use them as a customer because it shut down open dialogue.
That's a goofy way to communicate with your customers in my opinion.

Miintt

Being told that just makes it seem like they’re trying to guilt you into giving them a 10 instead of them actually trying to earn it by providing good service

premier3IS

+++++1 totally agree. OP, you don't have to give them a 10 if you don't feel like you got the costumer service you expected, hence the reason it's a survey. They should give you 10 service for them to receive that score, don't feel guilty that they wont get paid for a sale (this way, they'll also learn what to work on in the future)

I don't care how you get paid there, that's not my business. If you didn't give me the service you should have in the first place to receive that 10, don't just expect it.

BRiCCFLAiR

I recently bought a Lexus from a dealer near me and was told the same thing. I also work in the industry, and it does affect how they get paid and how the dealerships are viewed. Just make the guy (or girl)'s life easier and give them 10s. It was a no brainer for me because my experience was great, but even if it wasn't no sense in a petty attempt to hurt someone else's pockets, in my opinion.

forum429

I work in the industry as well.
You can tell him how he could have improved the process but it doesn't cost you any thing to give them a 10.
Sometimes, they do get question for not receiving a perfect survey.
Life is tough enough already and he's just an employee like every employee out there.
Just give him a 10 to make his/her life easier.
There are A-holes that will not give a 10 no matter how good the sales/service advisors are.

EZZ

A little kindness goes a long way. My service advisors have treated me well as I have always provided a 10. Im upfront on my expectations but they know I will always give them a good rating.

arentz07

I feel it's disingenuous to give someone a 10 on something in this case. If I feel guilty knowing my sales rep is going to catch some heat for not scoring a 10, my whole survey response is invalidated.

This whole process is a travesty, and I will not do any surveys of this sort.

600rr

If the Sales guys was dishonest and misleading, do not give them a 10. I don't care if that's how they make a living, that would just mean they make a living on telling customers lies, and at the end being rewarded for it.
If they were great, 10s all the way.

Wunko

Thank you all for the responses. It sucks that even even an 8 or 9 would be considered a fail. It's the survey process too, I suppose. The survey will be filled out by another family member as I wasn't the exact person who bought the car so ultimately it is up to him to put what he wants on it or pass on it entirely.

rL-gT

It's easy to give your sales rep a 10.

Even harder to give your Service Advisor a 10 (Which is what I do)

EXE46

I'm sorry but I would not have complied with that BS. I was never told that, my experience certainly was ok but not a 10...preposterous that people are being dictated how to score on their surveys. Ten would have to be the most memorable experience ever, one that surpasses the buyers expectation on all accounts. Buying cars is never that, maybe for the sale guys but not the customer.

When I get my performance reviews i can't tell my manager what score to give me....why people feel obligated to score a ten for something that warrants a lower score beyond me. I am paying for my car/service and will only give a score that is warranted; not what some guy expects.

Divinity20

I've heard so many stories from my friends, who had experienced the same stuff. What I realized is that the same happens with any other dealer. Lexus, Audi, even Alfa Romeo sometimes, so I was as confused as you are. It's a completely waste of your time. I check only paid surveys only on trustworthy websites which I've recently discovered on https://yourmoneygeek.com/surveys-for-money/. This article is just perfect for the newbies who would like to try themselves in this stuff.

m1919

They sent me a survey a couple months after I bought my car, but I was not pressured into providing a good score.

Salesman was good to deal with, so I provided good feedback.