Quote:
Originally Posted by zx10guy
Quote:
Originally Posted by M3 Adjuster
OUCH. NICELY done. those ratings (please rate us a 10 as anything less than a 10 is just good" ) actually mean a lot to dealers it seems.
I bet you will probably get a follow up call now from them trying to get you to come back.. just say no!
Something bad DID happen. he didn't like their idea of service. While letting everyone and your brother know to go elsewhere may make you feel better, and may also be impactful, your silence towards the dealer itself doesn't help the dealership learn anything now does it?
that's why the rating system from the dealership is scaled and isn't binary.
if something minor disappoints you... you could give them a "7"
if something more major.. you could give them a "5"
and if you straight up want to see them go under tomorrow... then you drop a " 0" on them....
Regardless of rating.. sharing the experience with others always is available as well.
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The rating system is binary. Even though there is a scale from 0 to 10, anything under 10 is considered a failure. Ask anyone being measured by this at the dealership. I even noticed on one visit when my SA pulled up my records in the system, that my satisfaction ratings have been kept with my file. I feel the way the system is rigged it doesn't reflect the true experience as it's just pass/fail pressuring people into giving perfect scores. While workers strive for perfection, to expect perfection every time is just total folly. |
YES,
I am aware that the dealer sends out requests for ratings on a 10 point system that actually is binary. This leads to dealerships begging for a particular rating (10) in an attempt to shift the rating to be positive instead of negative (9 or below is a failure. )
I generally REFUSE to play this ratings game and don't rate dealers AT ALL. However , if the dealer makes ANY error , then , by the dealerships own system, (which appears to be non binary but actually is ) providing me with anything other than excellent service , then I'm sure as hell gonna mark then down.
What I can tell you for sure .. is that even though the dealer considers 9 or below to be a failure .. is that they still have a rating that in their system still shows as 1-10, and i will still use that. Any error gets a 9. More errors get a 5. Piss me the hell off and you get a ZERO and I never darken your door again.