The post-sale survey

[JonathanGennick]

The post-sale survey that Ford sends me and asks me to fill out, do dealers have visibility into my answers? Am I free to speak freely without fear of the dealer seeing what I write?

[Sponsor]

[imccrea]

We can see comments, grades, etc.

You can make it anonymous, but I believe we can still see the VIN

[JonathanGennick]

Is it normal to receive two? I received two surveys a week apart, for the same vehicle.

[imccrea]

There should be 2 surveys, one being a quicktouch survey which is typically a phone call but if they cannot reach you they email it to you.

The second is the one we receive CSI from, most dealers pay sales people for good surveys. Big deal to us.

[JonathanGennick]

Originally Posted by imccrea

There should be 2 surveys, one being a quicktouch survey which is typically a phone call but if they cannot reach you they email it to you.

Both mine are identical. I'll just fill out the most recent of the two. That should work.

Never got a phone call, but I could easily have missed it if it came across as a telemarketer-style call.

[PDQEagle]

I bought an Escape a few years ago, and received the questionaire. I thought it was more for pr than trying to really find out. For one, they sent it out right after the purchase, never heard from them at six months, year, etc. when we have our experience with the vehicle to develop some real critical answers. If they really want to know, send me one now, Perfect example, their experiment with making seat fabric from soybeans or such is really bad. Even water stains it. It's terrible
Second item I notice is that their questions never give the option to respond with a poor answer. There's only like Excellent, Good, Fair (average) no Poor. The questionaire was probably put together by their advertising firm, so Ford only good good feedback.

[JonathanGennick]

@PDQEagle, I'm pretty sure the survey is more about rating the salesperson and the dealership, and not so much the vehicle per se. Almost all the questions were about the shopping and purchasing experience.

[imccrea]

Originally Posted by PDQEagle

I bought an Escape a few years ago, and received the questionaire. I thought it was more for pr than trying to really find out. For one, they sent it out right after the purchase, never heard from them at six months, year, etc. when we have our experience with the vehicle to develop some real critical answers. If they really want to know, send me one now, Perfect example, their experiment with making seat fabric from soybeans or such is really bad. Even water stains it. It's terrible
Second item I notice is that their questions never give the option to respond with a poor answer. There's only like Excellent, Good, Fair (average) no Poor. The questionaire was probably put together by their advertising firm, so Ford only good good feedback.

Very Dissatisfied is an option on the survey actually.

And also it's scored on percentage points.
Completely Satisfied 100%
Very Satisfied 50%
... 0%
.... -50%

and so forth, so you get 1 very satisfied and my CSI score is horrid.

[JonathanGennick]

The salesman I bought from will be very happy with his score.