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Not to sound greedy or anything, but did anybody get any sort of "thank you" from VCNA for taking the time to complete the customer satisfaction survey?
 

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Discussion Starter · #3 ·
The survey came directly from Volvo Cars of North America. The survey was on-line and took over half an hour to complete. I'm on a high-speed LAN connection so I couldn't imagine how long it would have taken through a phone line.
 

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I sure wish they wanted *MY* opinion. Or maybe they have just heard enough of it already <IMG SRC="http://www.swedespeed.com/ubb/smile.gif"> Didn't get the survey here.<P>- Darell<P>
 

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Darell,<BR>It is standard practice here in Canada (and I would assume in the states) that when you buy a new volvo you fill out a survey about a week or so later (VCNA sends you a sheet with an access code for the survey online) to find out what your experience with the dealer in terms of sales was, and they give you the phone number to contact VCNA directly if you have problems with the dealer/ car in the future. I would have thought you would have gotten the initial survey, and you found out what the number is (which of course you can find out in other ways) so you didn't miss out on much. It does let you rate the dealership a little, but doesn't really give enough time before you fill it out to find out what you really think of the car and service, they should really ask for another survey after about a year to find out what is really happening. (then they would find out what sort of problems people like you jhave been going through and maybe be able to solve some of them).
 

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Well, I never got a thing from VCNA (well, except a shirt and multi-tool) - certainly no survey. Their loss, really.<P>-d<P>
 

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These are hoops dealers have to jump through. The "Survey" is a big part of out sales process. With Volvo, it is a heavily weighted questionier i.e.: <BR>"What is your opinion of Your Salespersons knowledge of competitive models and how they compare to Volvo?"<P>The answers and point values: Excellent(8) Very Good(4) Good(2) Fair(1) Poor(0). <P>1) If the Person comes in and is solely looking at Volvo (Which the majority of our customers do), how is that question answered? <BR>2) Look how the answers are weighted, Excellent is 8 points and Very Good is 4 points, All Very Goods is getting a 50% (when we need to score in the 90% plus range).<BR>3) For the most part, as stated here, people hate these questioniers, so they try to get off the phone ASAP, so they rush through the answer process and say "Everything was fine".<BR>4) These surveys are being taken by "mimimum wage" employees from outside sources, who do not realize the financial importance of their work. <BR>5) Do I "coach", absolutely, my income depends on it. I am not on commision with our cars, I earn a flat amount per unit, my income is based upon my survey results. <BR>6) I warn my client that "Volvo will be calling, sometimes during an in-oportune time. You might be sitting down for dinner, or putting the kids in the tub. I do not want you to be inconvienced, but this call will take 10-15 minutes. If it is not a good time, tell them, "This is NOT a good time, please call back". The call is very importaint, and I need your support.<P>Before you start pointing fingers, think about your job, would you want some indipendent person from some cubical in Wala-Wala Washington*, determining your income based upon a phonecall that might take place at an inoportune time? Is the system perfect? no, but please show some leinency. <P><BR>* Any corilation to any person (Living or dead) in Wala-Wala Washington is purely coincidental.<P><BR><P>
 
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