[RadM5]

Whats up with the "pleading" for a 5 rating after servicing your car? what good is it if it's fixed like that? And who is responsible for this ridiculous ranking? I feel like if i rank someone as i feel they should be ranked (which is the POINT of ranking), I'll get blacklisted and have to take my car to another dealer! Anyone else feel like this?! :mad:

[beauderek]

Yeah, I agree. They really pressure you to give "5"s. I mean, no one/nothing is perfect, so we should be able to critique a bit so that improvements can be made. Otherwise the point system seems pointless.

[E90330iS]

i always give 5s. If I'm unsatisfied with their service ill tell them what went wrong but ill still gave them a 5. they will treat you better as long as u know u are giving them 5s.

[MoreCowbell]

Each time Ii bring in my car I make sure my servic rep is aware of my $5 per 5 rating policy. We have a good repore nd they are aware that I only take cash.

[segfault]

My understanding is that the bonus money the dealers receive for maintaining a satisfactory survey rating is an all-or-nothing thing, and that at larger dealerships it's a substantial amount of money.

I think that one of the survey questions should be "did the dealership discuss this survey with you," and if you answer in the affirmative, it automatically results in a failing score for the dealer.

Just give an honest assessment of your experience on the survey. Why are they worried? If they behaved as if they are deserving of the score that they want, they shouldn't be so concerned.

[JSpira]

Originally Posted by segfault

My understanding is that the bonus money the dealers receive for maintaining a satisfactory survey rating is an all-or-nothing thing, and that at larger dealerships it's a substantial amount of money.

I think that one of the survey questions should be "did the dealership discuss this survey with you," and if you answer in the affirmative, it automatically results in a failing score for the dealer.

Just give an honest assessment of your experience on the survey. Why are they worried? If they behaved as if they are deserving of the score that they want, they shouldn't be so concerned.

They are worried because the normal rating scale is not used here. Everything but a grade of 5 is a failure. It is human nature to say "well, my dealer did really good - I'll give them a 4". That's not good enough. Failed!

[shimshimhada]

I think I gave my dealer less than 5s by accident, I wonder if I'm blacklisted. They didn't tell me to give them all 5s so whatever.

[Artz 330]

My SA is Awsome. I get taken care of like a VIP. He treats me good, I give 5's, and BMW sends him on Vacations. Awsome!

[Pretender]

My SA is an asshole last time, he purposely put a wrong phone number of mine so that they couldn't do the rating on him. This time if I see him again, I'll give him a 1 for customer servie and satisfaction.

[Dizzy330i]

Sorry if this has been asked before, but do the SA's and CA's know who gave them a bad score? I gave my SA less than 5's because he deserved it. Can you believe he told me if I didn't give him 5's he'd rather not sell me the car? (The gall) Does he know that I gave him less-than-perfect scores?

And what happens if they get 4's? Do they get money taken out of their paycheck (I doubt it)? I'm curious...

Thanks in advance.

[Juve29]

I gave him a 2 rating on certain questions. In Canada they are rated on ten. The guy believe or not was a nice guy, nontheless the service was terrible. I whent to two different dealers and the feeling I got was that BMW Canada did not provide the salesmen in both dealers with the proper trainning. I asked BMW Canada to provide me with some information on two occasion and they were not able to give that information. We pay more in Canada than the US for BMWs so we should be entitled to at least the same level of service. I read the posts on this forum and I am really impressed with how well BMW USA treats their customers.

What happens if you complain directly to BMW does the dealer lose its bonus?

[stressdoc]

The rating system is a disaster. There is at least one thread a month on this list complaining about how bad and corrupt it is. I am astonished that a corporation as superb as BMW AG has tolerated such a glaring cancer in their organization.

[RadM5]

Also, another issue is if they're so "concerned" about customer service, everyone knows that to improve you need feedback...you CANNOT improve without it. So, how to give feedback without starving the salesperson's family? And although i am generally satisfied, there are times when it's not a 5. Listen, we all have to take responsibility for our actions, we are not kids (well, i actually am pretty close, but..ha ha). I get reviewed, evaluated, etc at work all the time and i have to take responsibility, it's part of being an adult. Why should they be exempt? BMW has to scrap this policy and really start to care about customer service and take this ridiculous pressure off b/w salesperson and customer. By the way, i give this thread a 4/5!

[FeeBear]

Originally Posted by jd

Also, another issue is if they're so "concerned" about customer service, everyone knows that to improve you need feedback...you CANNOT improve without it. So, how to give feedback without starving the salesperson's family? And although i am generally satisfied, there are times when it's not a 5. Listen, we all have to take responsibility for our actions, we are not kids (well, i actually am pretty close, but..ha ha). I get reviewed, evaluated, etc at work all the time and i have to take responsibility, it's part of being an adult. Why should they be exempt? BMW has to scrap this policy and really start to care about customer service and take this ridiculous pressure off b/w salesperson and customer. By the way, i give this thread a 4/5!

Thanks dude, Now I lost my bonus.....

[robertb]

I hate the rating system. The last time rather than deal with the call, I let my answering machine pick it up. I thought I'd just ignore them but after three days of calling me at home they finally reached me at my office which I didn't even know they knew. I ended up giving them 5s since I worried I wouldn't get good service again if I didn't. Any system that requires the dealer to coach you in how to answer isn't customer friendly. BMW needs to try a different approach.

[Bimmerista]

I agree with the posts - but it has to be noted that if the score is 4 the dealer FAILED.

This is a common industry approach (not that it makes it any better). Audi has the same darned system - it was in fact the Audi SA that explained to me how it works. Anything below 5 means that the dealer failed in one of the categories - and the system is designed to result in 0 failure rate. So everytime a score less than 5 is received, BMW head office sends a remediation notice. Therefore, dealer wants perfect 5 score, so that at end of evaluation period, it has passed the test and gets the bonus. Otherwise, no bonus and must "remediate" the failure(s).

[Juve29]

Originally Posted by Bimmerista

I agree with the posts - but it has to be noted that if the score is 4 the dealer FAILED.

This is a common industry approach (not that it makes it any better). Audi has the same darned system - it was in fact the Audi SA that explained to me how it works. Anything below 5 means that the dealer failed in one of the categories - and the system is designed to result in 0 failure rate. So everytime a score less than 5 is received, BMW head office sends a remediation notice. Therefore, dealer wants perfect 5 score, so that at end of evaluation period, it has passed the test and gets the bonus. Otherwise, no bonus and must "remediate" the failure(s).

We are from the same city. Why is it that I had to rate from 1 to 10 and you from 1 to 5?

[lizard_king]

Originally Posted by Juve29

We are from the same city. Why is it that I had to rate from 1 to 10 and you from 1 to 5?

I just did mine here in Ottawa for Otto's and it was out of 5.....but the SA told me it would be out of 10? so who knows?

I once had a job that required asking for high scores from customers for service - it is actually a fairly effective way to maintain customer satisfaction. While it may be unfair for the SA and uncomfortable for those that get asked to give those high scores, overall it does keep employees thinking about customer satisfaction on a daily basis.

[RadM5]

Thats fine if it's a common industry approach, but why not a "0" or "1", or just a simple "yes" or "no". If 4 is fail, I don't even want to know what happens with a 1,2 or 3. Thinking of a Bond movie...with sharks....

[shragon]

yea, their rating system is lame. 5 is good, anything under a 5 is fail.

i gave my CA all 5's though because he deserved it.

[ogrady]

You guys remember this insane 14-page thread on this topic?

http://www.e90post.com/forums/showthread.php?t=1688

[Ghunger]

Originally Posted by jd

Thats fine if it's a common industry approach, but why not a "0" or "1", or just a simple "yes" or "no". If 4 is fail, I don't even want to know what happens with a 1,2 or 3. Thinking of a Bond movie...with sharks....

This is how I look at it. I guess we just have to play their game and if everything was good rate it 5 and if not 4 or less. It doesn't seem like there's anything we can do to change their system so we just have to make due.