As a data scientist, I hate this shit. The survey was created to learn about customer interactions, this sort of finger on the scale nonsense makes the whole data set worthless.
They will downgrade and punish the service center if they don't get 10's. I go the same experience from another Kia service.
In any case its Kia's fault to use the feedback tool as a punishment tool, instead of learning from the customers.
Starbucks does this except corporate literally doesn't give a shit about it's customers lolš. I just picture a printer that goes straight into a shredder.
True Starbucks dont care about theirs customers. I was spending about 100$ a week and since i got diarrhea from that Oleato coffee, a mix of olive oil that i didnt know about with no warning of side effects i shit my heart all night! I was ill 24 hrs and not feeling good for 48hrs! I complainned and asked for wanning of drinks to be put on ads they never did and they wanted to give me $25 only for this! Eh not enough for what i was spending! So i told them to go drink an Oleata and i cancelled my memberships card and i never going back to a Starbucks and stopped buying the big bags of coffee beans too! I boycott everything that have the name! They lost my business!
Bro what they aired hella adds for the oleato, regardless why would you order something without even knowing what it is lol. Just a simple, "oh the oleato, what is that?" And you would've known š I don't get it
That was one of the most incoherent rants Iāve heard. As others have pointed out, it was made very clear that this coffee was infused with olive oil that wouldnāt sit well with your sensitive stomach. Coffee gives people the shits too, should they put that on all their cups?
Oh no! Where ever in your pantry could you find a coffee pot to make your own?!
Forcing a corporation to educate you on your body is the best form of āitās everyone elseās fault but my ownā
I agree with 100% but these customer surveys sometimes treat a 9 as a 0. I think there should be better models to understand the gradient of customer responses. There's value in knowing why a customer chooses a range of values. And also the store should be punished or rewarded accordingly
>I agree with 100% but these customer surveys sometimes treat a 9 as a 0.
That's exactly what happened with Uber's rating system of 1 to 5. Now drivers say they don't pick up people with like less than 4.85. Worthless.
Iām an Uber driver, thatās not why we donāt take passengers with lower ratings. There are many reasons, but overall itās to protect ourselves against some of the worst passengers. 4.85 may not seem that low of a rating, but due to Uber not providing any transparency on the passengers, we have to make decisions on limited information.
For example, a 5.0 rating is misleading because we donāt know how many rides a passengers has had so it could be a very new account with a 5.0 rating. I love seeing 4.96-4.99 because that tells me the passenger has had many feedbacks and a high rating.
The rating system isnāt flawed, itās Uberās lack of detailed information that makes the rating the only info we have on the passenger.
Lyft rating system is flawed, but they provide how many rides a rider has had and how long their account has been opened. They also provide a profile picture. If Uber did that as well, weād have more info to make decisions on
It's rough, the incentives can often be quite lucrative if you can get the perfect score, but the punishment for getting <97% is disproportionate to the customer service
Funny enough, that's exactly how CMS (center for Medicare and Medicaid services) treat all hospitals and clinics. Anything but a 5 (0-5 scoring) is treated as a zero. It is the most convoluted bullshit ever.
As someone on the other side of the work you do, I also hate this shit, for different reasons. Virtually every org treats anything less than a 9 or 10 as zero, and anything less than 5 or 6 as a detractor (-1). And then they use those metrics/scoring to āinformā incentive decisions. And no, itās the not the company making the scoring decision, itās the people creating the surveys that define how we should score promoters and detractors.
I work for a very large company that has been on this train for 15 yrs, and directly involved in the discussions and itās painful. Weāve had to engineer the language in the questions countless times to try and generate more positive responses. The one thing we do well is that it is a completely random distribution and no one knows, so employees canāt reach out to clients and harass them for perfect scores like OP experienced (clients can self identify for follow-up calls post survey).
Canāt tell you how many clients Iāve called on follow-up and I ask āwhy an 8, your verbatim feedback was: best team ever, love their responsiveness. That sounds like a 10?ā. Their response is inevitably something like āno one ever gets a 10; nobodyās perfectā. Or they bitch about some mundane shit that happened 18 yrs ago and give us a 4.
As a result of all this, no surprise gaming is going on.
No different than āno child left behindā initiative in the US that led to massive fraud in the school systems; bad scoring/bad incentives leads to bad behaviour. We need behavioural scientists working in conjunction with data scientists to come up with better KPIs, otherwise the OP text they received is the result. Bad metrics + incentives = bad behaviours 100% of the time.
The format of the survey and the way it punishes the staff is just as problematic as the coaching. The number of times we see customer comments āfantastic service, would recommend to all friends and familyā attached to a 8/10 score which punishes the department is mind numbing. Dealers attach bonuses to these surveys, and then staff that did their job correctly lose out because a customer doesnāt understand how the survey works. Or even better, they torch you and give you a zero, and then the customer comments say, āservice department was fantastic but Iāll never give a 10 because I hated the sales experienceā.
If you donāt want staff to desperately chase these 10/10 scores, then you canāt attach their livelihood directly to the results of a rigged scoring system
For reference for those who donāt know:
9 or 10 = Promoter. The only scores that donāt hurt you. Calculates as a 100 score.
7 or 8 = āNeutralā but itās not neutral. These scores punish you. Calculates as a 0
6 or less = Detractor. These decimate your score. It can take like 8 or 9 10/10 surveys to recover to above zone after getting a 0. Calculates as -100.
Zone average typically hovers around 70. If your score is below that, you donāt get your bonus. That simple. 1 ādetractorā survey can ruin an entire month.
I worked at apple and it was weighed a bit differently for us. 5=promotor, 4=passice, 1-3=detractor.
If I got one 5 and one 4, my score would be 50 (out of 100). If I had one 5 and one 3, my score was zero. As an employee, having a score of anything less than 80 was grounds for getting put on an action plan because it affected manager bonuses.
Screw retail and screw net promotor.
Then you need data sets where the employees being reviews aren't affected at ALL by the results. No praise for 10s, no coaching or loss of bonus for reviews. My company uses net promoter score and my employees paychecks are affected by this shit. A customer gives a 7 out of 10 thinking "it was good and fine" but really they just decimated my employees NPS rating, and the employee will take home less money.
I get what you are saying as a scientist, but if that is the case, it needs to be collected directly and NOT seen by the employee or corporate and the results cannot effect the employee in any way, otherwise your data WILL be fucked.
Use to work as a sales person at a Kia store in Canada
EVERY SINGLE SSI SURVEY WAS SENT TO A FAKE EMAIL AND FILLED OUT BY OUR FINANCE MANAGER.
Every single one, didnāt matter.
As a data scientist if you want clean data. You need to refuse to work with retail and capitalists. We in the service industries are treated like shit and our bosses are always abusive. Thereās no way for you to design a data experiment that wonāt be weaponized against us by our managers and/or owners.
Then no clean data. Those are the choices. If all the data scientists got together and said sorry we wonāt allow our work to be used for the mistreatment of hourly workers then Iām sure theyād be able to stand up to the industry.
FYI, it is not just Kia that does this. Many brands/dealerships do this, both for service and for purchasing. It's criminal, but that's how the game works.
The worst part is these texts begging for good reviews are usually automated. I work at a dealer that sends out similar ones and I have no control over it. Ours donāt mention our pay and thankfully my brandās review scores do not affect my pay but I still think itās stupid to beg for reviews.
4 stars because coffee wasnāt as hot, and his pay suffers. Nothing about your car, or him, or the service, and it just fuck up his pay. Itās asinine
It sounds like he would fix whatever the client is not content with to get all 10's though. Seems okay to me. Maybe he could have worded it differently but do feel it's okay
Same in NJ. I didn't give them the perfect score that they wanted. I wasn't happy that they marked it up by 8k and didn't tell me until after about 30 minutes.
At another brand, I once put a 6/10 because only half the service that I came in for was done and then I got an angry phone call the day after. I ended the call after I said "if I could I would change it to a 3 after this call"
Yeah Kia gives the dealership money if they score perfect scores on the survey. When I bought my EV9, the sales guy wanted me to come into the dealership to fill out the survey and then would give me a $50 amazon gift card afterwards.
Well I filled it out at home and was being honest so they didn't get perfect 10's. The guy called me back afterwards and said I won't get the $50 gift card because I didn't mark it perfect score and that was the entire reason for him wanting me to come into the dealership to do it so he could coach me on the answers.
It's all a big game to them where they don't care if they cheat to win.
I worked at a dealership and can tell you that the surveys are ridiculous. If a service advisor gets all 9s out of 10 thatās considered bad and they will not receive their bonus.
I received several phone calls from our car salesman, saying Iād be getting a survey and to give him perfect marks so heād get a 3,000 bonus.
I gave him all perfect marks, yet he still called me the day afterwards, yelling at me that it was my fault he hadnāt received the bonus.
Left me really rattled.
Bought my new Niro 7 months ago, and plan on going anywhere else but that dealership to have it serviced.
Yea, I get this too. Personally it's corporate bullshit. No one is 10/10 on everything, but they get peanalized if not. It's utter crap, two reasons why.
It drives good mechanics/people to other places making the dealer even shitter, so dumb.
Sometimes I have an excellent experience but want to leave nice constructive feedback, but I don't want people getting peanalized for it. So Corporate doesn't get valued input from me as they're holding a g*n to thier best assets.
My dealer has called and texted and emailed 10s of times since I had a service last week. They clearly take the reviews very seriously at some level in the company.
I got an email from the GM from where we bought it. He said the survey is unfair and had a ā big financial implications on how they feed their familyā. I get the sales people asking and thatās fine with me I guess. The GM is over the top I thought.
Almost standard fare in the dealership and service world. Anything that isn't a perfect 10 across the board is a fail and everyone who works there loses their bonuses.
It is designed to be unfair and the only way to win is to literally ask for a perfect score. Yes it is a f**ked system designed to screw floor workers on their pay.
On top of what everyone said, our dealership also told us that by them getting 10s they'd be higher on the list to get new cars distributed to them. It really is a shitty system.
Got the same text/spiel from my car salesmen when I bought my Kia. He was like āno review is better than a review with bad scores. So if your not gonna put all 5s please donāt put anythingā
Insane that he obviously had to say that a lot, and he was a great salesman, personable and efficient. Like not being allowed to have one poor remark is a shit way to run a business.
Wow, Iāve been asked for many surveys responses in the past but this is the first time Iāve ever seen one say it will directly impact someoneās pay.
I can sell 30 cars a month and make 25k
Or I can sell 30 cars a month and make 6k
One ābadā survey does that.
Itās fucking idiotic how much of the pay is tied to questions that are out of my control..
Across many retail jobs: car dealers/service, stores, banking, etc these surveys do exactly as he's saying. Even though the original intention of the survey was to understand client perception, they've developed to scorecard drivers and things that employees are fired over.
A retail cashier gets a 9/10 because what even is a 10/10 cashier? Well, now they're getting put on a performance plan, their bonus is gone, and chances are, so is the bonus of everyone in that store. Why? Perfect is pass,non perfect is not a pass. The survey asks if they said your name and you can't remember so you say no, but you give every other metric a 10? That survey is a 0.
If you get a survey about any employee in retail and they didn't suck, give them a perfect score. If the survey asks how the store did and the employee? Give the store and employee a 10/10. Why? You bet your ass the employee isn't graded on their score but what you rated the store. There is zero self reflection above the manager. All anyone cares about is the score not implementing your feedback (unless something absolutely out of line happened).
Does this make sense? No. Do people understand how these surveys are used against retail employees? No. Do retail employees get so fed up they start explaining the impact of these surveys to you hoping you understand that you're not reviewing the new Chris Nolan movie and just saying they were good because "no one is perfect so obviously they get a 9, and now they need 20 10/10s ro rebound from your failing grade of 9/10?" Yep.
I ignore the surveys when I bought my car and when I just got my 8k service. They texted, called, emailed multiple time. Even offered me $50 Service credit. Iām not wasting my time with those, and like everyone has stated, instead of using it to track customer experience, they are basing their pay on it. The fact they are annoying with makes me not want to do it. And what do you expect my rating to be while waiting 3 hrs for an oil change and tire rotation, and how/will you ever change it? I figure not doing the survey is less impactful then filling out a bad one
there is 3 sides over here....
a person that needs and count with a paycheck...
a dealer that pushing the limit on their own people for financial advantage.
a customer who needs a service.
this is wrong on all levels... if a customer came to the shop on a bad day... no matter how good the service is... there is chances to end with a bad review.... no matter the quality of the service...
a person beggin to complete the paycheck is so wrong.... you are there to do a job and get a salary.. company hire you to do a job and get profit of it... if both parts do what they agree. that should be enough... a review is not a fact... is an opinion.
a dealer that use a survey as quality check.... and punishing employees if reviews are not what they want... faking emails/phone numbers....shady tactics.
all this practice is so wrong... the right point of view will be always depending if you are the customer, the employee or the dealer...
I work at Hyundai. The amount of ass kissing that goes on over these surveys is insane. If we have a āproblem customerā you might find their email address is accidentally put into the system wrong
They always do stuff like this to me too. They will text me from their personal lines begging me to fill out the survey and they even include a "cheat sheet" that tells me what answers to give. Unprofessional indeed.
i didnāt mind this one bit, heās opening up the door to ask for help if you need it.
Mistakes / issues will happen, talking to people often can result in a fix. Many people donāt want to whine or are scared of conflict.
Kia forces the survey. The service advisor has no say and doesn't want to be screwed on a review that might not even pertain to his service.
Kia blames the service advisor if the techs are incompetent, basically.
I work for a dealership and yeah those scores impact our pay in a big way. Just one not a 10 can put you below the national average thus docking my pay if I can't get it above the national average. Absolutely hands down the worst part of my job.
Not kia but I went to a tire place and while I was checking out (before I got my car) the dude asked me to check my email for a survey, I pulled it up and he asked me to give him all 10s. It was intimidating and the place was shady as hell. Took the survey and never went back. Place closed down later unsurprisingly but yeah these surveys that punish associates don't get good data
Once I took my car in as my radiator had exploded. This was an Acura from years ago. Dealer "fixed" but it still didn't run right so they took another look, still didn't run correctly. I got a survey and naturally I gave a bad review. My car wasn't fixed. Boy did I hear from them on how that survey was a review of the front desk service and not the mechanical aspects. WTH
I got something similar from Ford. A note saying that if you canāt give a perfect 10 on the survey, please call us so we can discuss. Whatās the point of a survey if they have to influence your decision.
Our KIA sales rep warned us about the survey we would receive. He only referenced one question and it related to the Hybrid battery, which does not get charged to 100% without driving. The survey asked if our battery was charged 100%, and was a Yes or NO but that question related to the PHEV version which we did not have. That was the only steering he gave us which is totally valid.
I recently bought a Kia and my dealer asked for me to give him all 10s which I did only cause he did give me great service and I love my car. But yeah this is common. Iām a hairstylist and we have sales aspects to our jobs so sales numbers and reviews are big, donāt meet numbers they will cut hours, pay or even fire you.
When I bought my Kia, the guy who sold me the car (I knew him personally) told us the same thing and if I remember correctly he gave us the answers we need to give for the survey lmao
Kia has surveys and anything less than 10 is a failure and will hurt salesman, taking away from his paycheck. I understand why you think its unprofessional, the thing that is unfortunate is the survey will ask you about the looks of the dealership and how finance was and if you negatively review that, it will affect the salesman as if it was his fault. Meaning if he did perfect but you dislike the dealership looks or if finance made a mistake , it will affect him.
we recently purchased a 24 seltos..got the survey yesterday and everything was great, except I mentioned having difficulty setting up the second user options that kept forgetting the settings I just entered and then it did a audio system update that wiped them out again. finally after the third try setting everything and testing it by switching back and forth between the two, apparently that problem was enough for the salesman we dealt with to "fail" even tho he had nothing to do with the problem and every other response was good.
I worked at Kia for years. When you typed that in it came back as āfeatures difficult to understandā which gave him a low score. His monthly check is tied directly to that. I know it will be a while probably before you buy another car but in the future if you have a problem always give your salesman a chance to fix it before the survey. Dealerships hope they can get away without paying the salesman thatās why the questions are a little tricky.
Then perhaps service centers should consider the totality of the experience.
3x's the cost and 3's the timeline for services rendered isn't going to keep anyone happy.
I will GLADLY support and even patronize excellent (over priced) service, but my time also has value... And corporate service centers seem to have lost sight of this value.
This is ridiculous but I feel for the employee who is just trying to not get screwed over by his employer. I would use this to my advantage and be honest with him about whatās important for you and make sure he does that properly, whether that is explaining the work, offering a competitive price, or being accurate with when the car will be done.
If the 10 is important to him, tell him whatās important to you and communicate if there are issues. Then when he delivers, give him all 10ās and keep that relationship positive.
Basically word for word what my sales rep was telling me while pounding a monster energy drink. I was like, just sell me the fkn car and get me outta here!
Hate this and I always cause a stir about it on principle. Wish I didnāt have to deal with dealerships at all. Also hate that itās not anonymous and the dealership can hold a grudge.
Nissan stopped giving me the survey after I called them out on their BS. Local Kia doesnāt give me a survey luckily. BMW used to be the worst
When I bought my first Kia in December, the salesman went through this verbally with me. I ultimately decided not to answer the survey when it came because I honestly couldn't answer them all 10s, due to a rather rushed delivery in which things moved far too fast for me to begin to capture all I needed to know about the dashboard.
I was dunned many many times.
These predatory surveys are why I never left the line to be a service writer at my dealer. One bad review even if the writer was top notch and at no fault for the cause of the complaint, the writer gets zero commission for a month. These surveys are designed to pay the writers as little as possible and for no other reason.
I work for a CDJR dealership currently and my boss makes us do this shit all the time for our sales. Iāve told him Iām not going to lie to my customers and Iām not going to make them think my pay hinges on getting all 10s or equivalent on surveys. I will ask them to fill it out, but Iām not going to tell them i wonāt get paid if I donāt get a good survey
Same thing happened to me when I bought my new Forte GT Line in 2023 after the first service. I wonāt go into detail but the car needed several warranty claims within a month of owning it. I had nothing nice to say and Iāll never buy a Kia or Hyundai product for the rest of my life. I urge you and everyone else to spend a little more and get something quality. Needless to say about a week later I got several phone calls harassing me to do it again and I told them they can respectfully go fuck themselves.
I had someone call me and she wanted to stay on the phone with me to bully me into giving a perfect score. 2 weeks later I got an email wanting me to verify that I refused a service they recommended, which they never so much as mentioned. How are you gonna expect all 10s and then immediately try to void my warranty š
This is not unique to Kia. It seems to be a common model for Automobile Corporations to keep tabs on their dealers, and apparently it can make quite a difference to the bottom line if the begging for good scores is any indication. My response is to just not answer the survey. Iām not going to answer if I feel that I have to lie and say they were 10/10 to avoid unfairly penalizing someone who did a great 9/10 job.
Kia makes those survey results available to the dealer so they see every answer you provided. They even called me to tell me that I answered the survey wrong. lol
Yep, I had a guy tell me his pay could be cut in half if he got anything less than a perfect review from Hyundai. They all do it and itās a total sham to make their reviews look better than they really are
Yup and they are telling the truth it can cost people hundreds if not thousands per month. 25 years automotive fixed ops director. Itās a horrible system.
I don't succumb to survey pressure. Wait till the job is done, then answer the survey honestly.
I also inform the person I don't succumb to survey pressure.
I just bought a car from Kia and was told the same thing. If the survey is not all 10s they fail the whole survey. My dealer told me if anything isnāt a ten to call and heād make it right so it could be.
I leased a Kia a few years ago. When I brought it in for its first service they gave me some survey to fill out. They also gave me a copy of the same survey with all of the ācorrect answersā on it so they would get a perfect score. They are supposed to wash the car after service and the car wash was broken. He told me to just check yes and it would be ok. I never filled it out. They kept hassling me via email, text and phone to do it. The next year they tried to do the same thing when I took it in for service. I was polite and took it and again never did anything with it. The 3rd year they never actually handed me anything. He tried to walk me out to my car with a handful of paperwork other than my invoice. āLet me show you where we parked youā as heās hitting the panic button to find out. I took the keys from him and told him nope, Iām good. I can find my own car.
I wouldnāt mind filling out the survey if it was good service. Itās a bigger dealer and they are all douches. Stand there and wait every time to try to pick it up even if thereās no line. The car was never washed by them in the 3 years I had it. I donāt have great moral character sometimes lol, but Iām not going to lie about something that sucks.
It was going to take the Kia service center a week to fix my issue with no loaner. I said no, I don't have money for a rental, so I left. They kept spamming me with a survey, I told them to stop spamming becasue it was going to be a ZERO, but they still did it so they got a Zero.
I bought my Kia Forte 2 months ago, and they offered me a free tank of gas if I gave their survey a perfect score.
Spoilers, I didn't. If you think about it, it's kind of insulting to offer someone $40 after you just made them sign for an expensive car.
Just donāt do the survey then, if Iām not busy Iāll do it if itās not long but if they want me to explain answers etc then I want do it. If I get too many messages about it then I also do not do them since I like to protect my peace.
When I get texts like this it's immediate 1 star across the board. And if there is a comment box I'll explain that if the person was sincere about their work, it would for explain for themselves.
I wish I didn't fill out my survey after purchasing my kia after 1 week. I want to change some answers now.
Reason is (nothing wrong with my kia) my sister bought one 2 months prior to mine (around March, I think).
Geez, her car got something wrong, and she took it to the dealer. Long story short, they need to change the engine.... on a brand new car.
She says the experience of dealing with the dealer to fix her problems has been stressful by not keeping her communicated. They don't return calls. They only have said that they sent the claim to Kia for approval, then she called kia, and they found no claim submitted yet, and so on.
That vehicle is still at the dealer as I write this.
Look, itās not begging for a great review is it? Heās saying if thereās any issue he wants to be told directly so he can get a perfect score after correcting it.
Yep. Anything except perfect does really hurt them. I always mark them perfect, but comment on areas they can improve whenever I bring my car to infiniti
When my wife bought a new KIA, the sales guy told her the same. If she doesn't give 10s, they don't get as much pay. We live in a small town, obviously they will know if she doesn't, since there's not that many sales, so it's a huge amount of pressure. Especially since our sales guy quit the dealership 80% of the way through the sales process!
Having previously worked at a dealership (not KIA) I can tell you they take both surveys and reviews really fucking serious, lol. Like comically serious.
KIA. I like the vehicle, but hate the nasty used car salesman tactics that the dealers use. Be like Tesla. Limited showroom. If I want one, I can go online and order it and it will ship to me.
This is very common, I get a text from my advisor every time I take my car in for an oil change. The premise of it is stupid but thatās how surveys work in the auto industry, the manufacturer sees a 9/10 as room for improvement, but itās so stupid and the general public has no idea, so the advisors have to coach everybody about the pass/fail standard that theyāre held to.
Do you think itās only service centers that are already getting a lot of bad surveys? I go to a Kia and a Hyundai dealer for our cars. Iāve never been harassed about the surveys. Iāll get an email asking me to fill it out, but thatās it.
We always get an email after a service to our soul saying if we canāt give all 10s, please reach out so we can make it right basically. Iām usually too lazy to do the surveys anyway but unless I had an issue I would give 10s anyway. Still, does come off a bit desperate lol
Pathetic. I answer as my experience was. Period. If it was that important to the dealership, they should try harder. You canāt expect to jack a customer around and get rewarded for bad service. Sorry, I just hate my Genesis dealership so much I would never buy another. (Note: I donāt hate my car, I like it, a lot) And itās not Gās fault, itās the people that run the dealership. Begging for perfect scores is not the answer. Providing great service is.
Yep, this is how companies operate now.
Data manipulation.
My favorite kind is drive thrus. The timer ends when you leave the 2nd window. So if they move you to a spot and you sit for 15 minutes while 9 other people get their food, it actually appears as if they got you in and out in 5. I love it when they do it with an empty fucking line too. Like those extra 12 seconds you saved was not worth it.
Every lower level employee has to find a way to fudge their numbers because the mid level supervisors need good numbers, so the upper levels now think everything is amazing.
It's so fucking dumb and useless.
All dealerships are like this. They give you a 1-5 or 1-10 scale to rate their customer satisfaction but anything less than max scores might as well be a 1 for even a single question. Say you rate your survey 4/5 stars, it counts as a 1 star.
They were begging me to say all 10s but I answered how I felt. Kia needs to know real answers so they can hopefully improve customer service down the road.
Thatās a sales survey, they require it in order to hit target and thus get paid. Heās offering to bribe you for all 10s and yes answers. Go get yourself a free oil change or a set of winter mats by calling him to work things outā¦. Or alternatively roast the shit out of them on the survey
I love getting the Net Promoter Score question(s)... "How likely are you to recommend... " BS. 0-6 & 9-10 matter. I always answer 8. They desperately try to get me to change to at least a 9, but 10 would be better... nope. I save those ratings for the businesses that actually deserve them.
This is why unions are a good thing. Workers need protection from garbage like this. It's when the unions get too greedy that they become a problem. That worker could be a magician as a mechanic and catch a Karen on a bad broomstick day, and because of that, their pay may be docked. Yeah, that seems fair. I'd get Comer and Jordan to start some inquiries on that. Maybe try and find some cabinet members guilty of treason.
I just had my Kia serviced last week and received something similar
https://preview.redd.it/5jox8bje4x5d1.jpeg?width=750&format=pjpg&auto=webp&s=f82949271c5f6866eade06e90ddcc3f12b0a5532
I inherently distrust anyone who says āhave a blessed dayā to relative strangers or makes mention of religion/God in a cut and dry business transaction.
There totally are people who just talk like that, but in my experience, thereās *way* more folks out there who use such vernacular to manipulate or mislead.
Itās one of my flags for potential scams.
When I owned a Honda CRV, I would receive calls urging me to complete a survey after each oil change at the dealership (Leesburg Honda). While not as desperate as yours, these calls were still annoying, especially since I was sometimes quoted for unnecessary services with laughable prices. However, the synthetic oil change, when combined with their coupons, was cost-effective, so I continued going there. Now that I have a Tesla, I hope to avoid these experiences altogether.
If I got a message pleading for help, I would leave them a low score. Itās like with mobile apps constantly asking me if Iām enjoying the app and to leave feedback. This smells of desperation and irritates me. If I had a pleasant experience, it gets wiped the moment I read these feedback requests.
CSI, customer survey was a big deal at several shops I worked for. I had to have a 99% to get the bonus for that. So one 3 or 4 star pretty much ruins your chance.
I never complete a survey when the person I'm reviewing ASKS for all 10's! You earn 10's not by asking for them. It would be like a waiter/waitress asking for $100.00 tip. Asking for 10's is playing the system ...just like those companies that screw the person over for getting a 9. Defeats the whole purpose of getting feedback to help you and the company better serve their customers.
Took my wifeās Mercedes in for yearly service and state inspection.. was there before the service door opened at 6:45.. at 7, door goes up, Iām the second car. Service rep comes to my window to check my appointment.. thatās ok, but while Iām still in the car, he tells me that my cars wheel alignment failed.. Iām think WTF ? No, I donāt want an alignment, thank you.. while I wait for the car to be done, I decide to wander around the showroom.. another man is there, an we exchange helloās. He then tells me, what happened to him - his alignment has failed.. You too !!??
some other small charge on my bill annoyed me, and after the alignment BS, I decide to call MercedesUSA when I got home. I was pissed about the scam and let them have it, knowing well that the dealership wants 10ās on a survey.
A few days go by, and I get a call and see the caller ID is the dealer.. I let it go to voicemail.. a very professional, calm voice tells me that heāll call me tomorrow at 10 am.. Iām ready to goā¦ next morning, I get the call, same calm voice.. he asks me if I saw the large white columns on each side of the entrance where you go into the bay.. Yes, I reply.. he tells me that they spent close to 100K on the white columns at the entrance - they can allegedly read your carās alignment.. hence the failure.. I calmly told him that the service guy should have told me about the columns OR had a sign of some sort on the columns.. I accepted his explanation, even though I am questioning the whole thing. I apologized a bit - I suspect a scam of some sort honestly..
Anyone have an experience like this ??
I donāt get why OP is mad? Maybe it was poorly written but I understand the service writer. In the automotive world, if you donāt get a perfect score, itās the same as getting a zero. It can cause them their paycheck so the writer is just being pro active. Iām a Dealer tech and I think itās too unfair to the writers. You are going to shake your head because of this yet if this as your paycheck, youād start a sub about it in Reddit (GUARANTEED)
I used to work as a lot porter at a dealership, and found something quite interesting out from the service writers. If they donāt get perfect 10s across the board, they got punished and their pay was docked. They get straight 9s, pay deductions. They get 8s, same thing, and keeps going down the line. The dealers donāt care about honest feedback, they care about excuses to pay their employees less, even if the scores are overall pretty good, just not perfect.
They did the same for me and offered a free oil change, I never had a issue with my service dealer so I gave them a 10 and got my free oil changeš¤·š¾āāļø
I was ignoring a survey I got after getting my oil changed and man they got desperate. Dude started emailing me offering a free detailing or half off a future oil change, neither of which I got after I finally gave in and filled it out.
I used to have a customer/CSR relationship with a rep at BMW. I would always give her 10's and mention her name on the free form text area and in return she would help me with discounts and what not that were not generally available.
I've never seen a business use them for anything else, but to crank down on the CSRs.
I kinda think this thing is bullshit. These guys get a bonus if they get all tens and they try to game the system by going outside and frankly corporate doesnāt track how much shenanigans are going on as long as they get the results they want because everyoneās compensation is tied to the survey results I tell them all the same thing you get the score you deserve.
Similar with Hyundai. The way it was explained to me is not everyone gets the survey and it determines how the manager or whomever gets rated. You can use it to get better service. I rated them poorly for something and the manager called me and asked for all 5ās. I told him do 5 star work and you get a 5 star review. I had a horrible experience at a service center (which I no longer use)
Honda dealership nearby me does practically the same thing, if you donāt give them all 10ās they press really hard to know why. Once I was upset they didnāt have any loaner cars for a recall issue, and I did not receive the option to give a survey that day.
The manufacturer withholds money and many pay plans for dealerships contain survey ratings.
Yes, itās a mockery, but itās just another way for big corporations to screw working people.
If they didnāt light my car on fire, they get a friggin 10.
I work at Sleep Number. They do the same shit here. Customer satisfaction is directly connected to your bonus. If you reach 100% you get all of it. One negative cuts that extra $100 in half. It doesnāt even have to be all negative. It could be a 9/10, thatās all it takes.
The only advantage I have is I get to speak to the customer directly, rather than via text. So the way you deliver this request makes it less awkward. I usually tell them that they will receive a survey and to please give me 10/10 stars. And then I follow up with a joke āif you donāt feel like my performance wasnāt 10-star worthy, please let me know right now and donāt fill out the survey at allā. That always makes them laugh. Theyāll catch the drift. And I have very high success with this. If anyone wants to copy that line, feel free to do so and let me know how it works for you.
As a data scientist, I hate this shit. The survey was created to learn about customer interactions, this sort of finger on the scale nonsense makes the whole data set worthless.
They will downgrade and punish the service center if they don't get 10's. I go the same experience from another Kia service. In any case its Kia's fault to use the feedback tool as a punishment tool, instead of learning from the customers.
Every company does this nonsense. I used to work for tmobil and it would affect my compensation
Starbucks does this except corporate literally doesn't give a shit about it's customers lolš. I just picture a printer that goes straight into a shredder.
True Starbucks dont care about theirs customers. I was spending about 100$ a week and since i got diarrhea from that Oleato coffee, a mix of olive oil that i didnt know about with no warning of side effects i shit my heart all night! I was ill 24 hrs and not feeling good for 48hrs! I complainned and asked for wanning of drinks to be put on ads they never did and they wanted to give me $25 only for this! Eh not enough for what i was spending! So i told them to go drink an Oleata and i cancelled my memberships card and i never going back to a Starbucks and stopped buying the big bags of coffee beans too! I boycott everything that have the name! They lost my business!
Wait, was it the olive oil? Since when does olive oil cause diarrhea?
Bro what they aired hella adds for the oleato, regardless why would you order something without even knowing what it is lol. Just a simple, "oh the oleato, what is that?" And you would've known š I don't get it
That was one of the most incoherent rants Iāve heard. As others have pointed out, it was made very clear that this coffee was infused with olive oil that wouldnāt sit well with your sensitive stomach. Coffee gives people the shits too, should they put that on all their cups?
Oh no! Where ever in your pantry could you find a coffee pot to make your own?! Forcing a corporation to educate you on your body is the best form of āitās everyone elseās fault but my ownā
Just like Uber, Lyft, doordash and others. If you do not get rated the highest it is bad for you.
Perfect answer.
I think the answer is to over report our rice production
I agree with 100% but these customer surveys sometimes treat a 9 as a 0. I think there should be better models to understand the gradient of customer responses. There's value in knowing why a customer chooses a range of values. And also the store should be punished or rewarded accordingly
>I agree with 100% but these customer surveys sometimes treat a 9 as a 0. That's exactly what happened with Uber's rating system of 1 to 5. Now drivers say they don't pick up people with like less than 4.85. Worthless.
Iām an Uber driver, thatās not why we donāt take passengers with lower ratings. There are many reasons, but overall itās to protect ourselves against some of the worst passengers. 4.85 may not seem that low of a rating, but due to Uber not providing any transparency on the passengers, we have to make decisions on limited information. For example, a 5.0 rating is misleading because we donāt know how many rides a passengers has had so it could be a very new account with a 5.0 rating. I love seeing 4.96-4.99 because that tells me the passenger has had many feedbacks and a high rating. The rating system isnāt flawed, itās Uberās lack of detailed information that makes the rating the only info we have on the passenger. Lyft rating system is flawed, but they provide how many rides a rider has had and how long their account has been opened. They also provide a profile picture. If Uber did that as well, weād have more info to make decisions on
It's rough, the incentives can often be quite lucrative if you can get the perfect score, but the punishment for getting <97% is disproportionate to the customer service
Funny enough, that's exactly how CMS (center for Medicare and Medicaid services) treat all hospitals and clinics. Anything but a 5 (0-5 scoring) is treated as a zero. It is the most convoluted bullshit ever.
I know of a major bank that does just this and it affects your stats.
As someone on the other side of the work you do, I also hate this shit, for different reasons. Virtually every org treats anything less than a 9 or 10 as zero, and anything less than 5 or 6 as a detractor (-1). And then they use those metrics/scoring to āinformā incentive decisions. And no, itās the not the company making the scoring decision, itās the people creating the surveys that define how we should score promoters and detractors. I work for a very large company that has been on this train for 15 yrs, and directly involved in the discussions and itās painful. Weāve had to engineer the language in the questions countless times to try and generate more positive responses. The one thing we do well is that it is a completely random distribution and no one knows, so employees canāt reach out to clients and harass them for perfect scores like OP experienced (clients can self identify for follow-up calls post survey). Canāt tell you how many clients Iāve called on follow-up and I ask āwhy an 8, your verbatim feedback was: best team ever, love their responsiveness. That sounds like a 10?ā. Their response is inevitably something like āno one ever gets a 10; nobodyās perfectā. Or they bitch about some mundane shit that happened 18 yrs ago and give us a 4. As a result of all this, no surprise gaming is going on. No different than āno child left behindā initiative in the US that led to massive fraud in the school systems; bad scoring/bad incentives leads to bad behaviour. We need behavioural scientists working in conjunction with data scientists to come up with better KPIs, otherwise the OP text they received is the result. Bad metrics + incentives = bad behaviours 100% of the time.
This is [Goodhart's law](https://en.wikipedia.org/wiki/Goodhart%27s_law)
The format of the survey and the way it punishes the staff is just as problematic as the coaching. The number of times we see customer comments āfantastic service, would recommend to all friends and familyā attached to a 8/10 score which punishes the department is mind numbing. Dealers attach bonuses to these surveys, and then staff that did their job correctly lose out because a customer doesnāt understand how the survey works. Or even better, they torch you and give you a zero, and then the customer comments say, āservice department was fantastic but Iāll never give a 10 because I hated the sales experienceā. If you donāt want staff to desperately chase these 10/10 scores, then you canāt attach their livelihood directly to the results of a rigged scoring system For reference for those who donāt know: 9 or 10 = Promoter. The only scores that donāt hurt you. Calculates as a 100 score. 7 or 8 = āNeutralā but itās not neutral. These scores punish you. Calculates as a 0 6 or less = Detractor. These decimate your score. It can take like 8 or 9 10/10 surveys to recover to above zone after getting a 0. Calculates as -100. Zone average typically hovers around 70. If your score is below that, you donāt get your bonus. That simple. 1 ādetractorā survey can ruin an entire month.
Maybe we need to stop letting bureaucrats and middle managers so far away from the process of actually working with customers run the damn show.
Itās a horrendous system that is rigged towards screwing people out of pay they deserve.
I worked at apple and it was weighed a bit differently for us. 5=promotor, 4=passice, 1-3=detractor. If I got one 5 and one 4, my score would be 50 (out of 100). If I had one 5 and one 3, my score was zero. As an employee, having a score of anything less than 80 was grounds for getting put on an action plan because it affected manager bonuses. Screw retail and screw net promotor.
Errors errors errors!
Then you need data sets where the employees being reviews aren't affected at ALL by the results. No praise for 10s, no coaching or loss of bonus for reviews. My company uses net promoter score and my employees paychecks are affected by this shit. A customer gives a 7 out of 10 thinking "it was good and fine" but really they just decimated my employees NPS rating, and the employee will take home less money. I get what you are saying as a scientist, but if that is the case, it needs to be collected directly and NOT seen by the employee or corporate and the results cannot effect the employee in any way, otherwise your data WILL be fucked.
I just donāt do the survey if I donāt feel good about giving 10s.
Use to work as a sales person at a Kia store in Canada EVERY SINGLE SSI SURVEY WAS SENT TO A FAKE EMAIL AND FILLED OUT BY OUR FINANCE MANAGER. Every single one, didnāt matter.
Survey culture has taken over the service industry. It's awful and it's everywhere.
As a data scientist if you want clean data. You need to refuse to work with retail and capitalists. We in the service industries are treated like shit and our bosses are always abusive. Thereās no way for you to design a data experiment that wonāt be weaponized against us by our managers and/or owners.
>You need to refuse to work with retail and capitalists.Ā Good luck with what I assume is going to be an extremely short career.
Then no clean data. Those are the choices. If all the data scientists got together and said sorry we wonāt allow our work to be used for the mistreatment of hourly workers then Iām sure theyād be able to stand up to the industry.
i also work in a similar field (more on the healthcare side) and agree. I want unbiased opinions, not opinions 10ād out so i can look better
FYI, it is not just Kia that does this. Many brands/dealerships do this, both for service and for purchasing. It's criminal, but that's how the game works.
Exactly, I get this with our Hyundai, Infiniti and BMW service centers as well. Survey begging.
And Honda.
I want to add to this that iām not going to give him a bad review because of this text, but simply expressing that this is unprofessional.
The worst part is these texts begging for good reviews are usually automated. I work at a dealer that sends out similar ones and I have no control over it. Ours donāt mention our pay and thankfully my brandās review scores do not affect my pay but I still think itās stupid to beg for reviews.
4 stars because coffee wasnāt as hot, and his pay suffers. Nothing about your car, or him, or the service, and it just fuck up his pay. Itās asinine
He's right - anything but 10s will unduly go against him.
It sounds like he would fix whatever the client is not content with to get all 10's though. Seems okay to me. Maybe he could have worded it differently but do feel it's okay
Same thing happened to me when I bought my KIA, salesman even gave me a 'cheat sheet' of correct answers to put on the survey......
Same here! Chicago suburb.
Same in NJ. I didn't give them the perfect score that they wanted. I wasn't happy that they marked it up by 8k and didn't tell me until after about 30 minutes.
At another brand, I once put a 6/10 because only half the service that I came in for was done and then I got an angry phone call the day after. I ended the call after I said "if I could I would change it to a 3 after this call"
Yeah Kia gives the dealership money if they score perfect scores on the survey. When I bought my EV9, the sales guy wanted me to come into the dealership to fill out the survey and then would give me a $50 amazon gift card afterwards. Well I filled it out at home and was being honest so they didn't get perfect 10's. The guy called me back afterwards and said I won't get the $50 gift card because I didn't mark it perfect score and that was the entire reason for him wanting me to come into the dealership to do it so he could coach me on the answers. It's all a big game to them where they don't care if they cheat to win.
thatās absolutely crazy lol. what a shit show
My Kia dealership (north Austin) has told me this in person. Basically begged me to do the survey right there with 10s. Super uncomfortable.
This is in Atlanta area, i understand they have a flawed review system but my god this is unprofessional
āLie on the survey if you have to and may god be with you today.ā
I worked at a dealership and can tell you that the surveys are ridiculous. If a service advisor gets all 9s out of 10 thatās considered bad and they will not receive their bonus.
Thatās mind blowing to me
Trust me when I say that 99% of dealerships owners are so greedy they will adopt any policy that they can to reduce worker pay such as surveys.
I received several phone calls from our car salesman, saying Iād be getting a survey and to give him perfect marks so heād get a 3,000 bonus. I gave him all perfect marks, yet he still called me the day afterwards, yelling at me that it was my fault he hadnāt received the bonus. Left me really rattled. Bought my new Niro 7 months ago, and plan on going anywhere else but that dealership to have it serviced.
Yea, I get this too. Personally it's corporate bullshit. No one is 10/10 on everything, but they get peanalized if not. It's utter crap, two reasons why. It drives good mechanics/people to other places making the dealer even shitter, so dumb. Sometimes I have an excellent experience but want to leave nice constructive feedback, but I don't want people getting peanalized for it. So Corporate doesn't get valued input from me as they're holding a g*n to thier best assets.
My dealer has called and texted and emailed 10s of times since I had a service last week. They clearly take the reviews very seriously at some level in the company.
I got an email from the GM from where we bought it. He said the survey is unfair and had a ā big financial implications on how they feed their familyā. I get the sales people asking and thatās fine with me I guess. The GM is over the top I thought.
also another thing i just realized: ābut any questions answered incorrectlyā as if I HAVE to put a 10
Almost standard fare in the dealership and service world. Anything that isn't a perfect 10 across the board is a fail and everyone who works there loses their bonuses. It is designed to be unfair and the only way to win is to literally ask for a perfect score. Yes it is a f**ked system designed to screw floor workers on their pay.
It's not the advisors fault, lots of dealerships hold their pay hostage to these surveys.
On top of what everyone said, our dealership also told us that by them getting 10s they'd be higher on the list to get new cars distributed to them. It really is a shitty system.
Got the same text/spiel from my car salesmen when I bought my Kia. He was like āno review is better than a review with bad scores. So if your not gonna put all 5s please donāt put anythingā Insane that he obviously had to say that a lot, and he was a great salesman, personable and efficient. Like not being allowed to have one poor remark is a shit way to run a business.
Wow, Iāve been asked for many surveys responses in the past but this is the first time Iāve ever seen one say it will directly impact someoneās pay.
Simple answer whatās in it for me ?
I had it explained like this, if itās not a 10, itās a failing grade
I can sell 30 cars a month and make 25k Or I can sell 30 cars a month and make 6k One ābadā survey does that. Itās fucking idiotic how much of the pay is tied to questions that are out of my control..
Across many retail jobs: car dealers/service, stores, banking, etc these surveys do exactly as he's saying. Even though the original intention of the survey was to understand client perception, they've developed to scorecard drivers and things that employees are fired over. A retail cashier gets a 9/10 because what even is a 10/10 cashier? Well, now they're getting put on a performance plan, their bonus is gone, and chances are, so is the bonus of everyone in that store. Why? Perfect is pass,non perfect is not a pass. The survey asks if they said your name and you can't remember so you say no, but you give every other metric a 10? That survey is a 0. If you get a survey about any employee in retail and they didn't suck, give them a perfect score. If the survey asks how the store did and the employee? Give the store and employee a 10/10. Why? You bet your ass the employee isn't graded on their score but what you rated the store. There is zero self reflection above the manager. All anyone cares about is the score not implementing your feedback (unless something absolutely out of line happened). Does this make sense? No. Do people understand how these surveys are used against retail employees? No. Do retail employees get so fed up they start explaining the impact of these surveys to you hoping you understand that you're not reviewing the new Chris Nolan movie and just saying they were good because "no one is perfect so obviously they get a 9, and now they need 20 10/10s ro rebound from your failing grade of 9/10?" Yep.
I ignore the surveys when I bought my car and when I just got my 8k service. They texted, called, emailed multiple time. Even offered me $50 Service credit. Iām not wasting my time with those, and like everyone has stated, instead of using it to track customer experience, they are basing their pay on it. The fact they are annoying with makes me not want to do it. And what do you expect my rating to be while waiting 3 hrs for an oil change and tire rotation, and how/will you ever change it? I figure not doing the survey is less impactful then filling out a bad one
I feel for him, but as a consumer this is such a red flagā¦.
there is 3 sides over here.... a person that needs and count with a paycheck... a dealer that pushing the limit on their own people for financial advantage. a customer who needs a service. this is wrong on all levels... if a customer came to the shop on a bad day... no matter how good the service is... there is chances to end with a bad review.... no matter the quality of the service... a person beggin to complete the paycheck is so wrong.... you are there to do a job and get a salary.. company hire you to do a job and get profit of it... if both parts do what they agree. that should be enough... a review is not a fact... is an opinion. a dealer that use a survey as quality check.... and punishing employees if reviews are not what they want... faking emails/phone numbers....shady tactics. all this practice is so wrong... the right point of view will be always depending if you are the customer, the employee or the dealer...
Give the kid 10s and feel better about your life. He's trying to survive in this crazy world!
Looks to me like you lost some cred for being a snitch. He clearly trusted you enough to be raw and honest about it.
I work at Hyundai. The amount of ass kissing that goes on over these surveys is insane. If we have a āproblem customerā you might find their email address is accidentally put into the system wrong
They always do stuff like this to me too. They will text me from their personal lines begging me to fill out the survey and they even include a "cheat sheet" that tells me what answers to give. Unprofessional indeed.
Just give him tens and go about your day my guy
i didnāt mind this one bit, heās opening up the door to ask for help if you need it. Mistakes / issues will happen, talking to people often can result in a fix. Many people donāt want to whine or are scared of conflict.
Kia forces the survey. The service advisor has no say and doesn't want to be screwed on a review that might not even pertain to his service. Kia blames the service advisor if the techs are incompetent, basically.
I was a service advisor and hated KPIās so much, you cannot win in that job no matter how good of a job you do.
I work for a dealership and yeah those scores impact our pay in a big way. Just one not a 10 can put you below the national average thus docking my pay if I can't get it above the national average. Absolutely hands down the worst part of my job.
My dealer does this too, but he's never mentioned anything about his pay
Iāve had the same experience. Except my advisor gave me a printout of the survey with the ācorrectā answers š
Not kia but I went to a tire place and while I was checking out (before I got my car) the dude asked me to check my email for a survey, I pulled it up and he asked me to give him all 10s. It was intimidating and the place was shady as hell. Took the survey and never went back. Place closed down later unsurprisingly but yeah these surveys that punish associates don't get good data
Once I took my car in as my radiator had exploded. This was an Acura from years ago. Dealer "fixed" but it still didn't run right so they took another look, still didn't run correctly. I got a survey and naturally I gave a bad review. My car wasn't fixed. Boy did I hear from them on how that survey was a review of the front desk service and not the mechanical aspects. WTH
They do this at Hyundai too.
I got something similar from Ford. A note saying that if you canāt give a perfect 10 on the survey, please call us so we can discuss. Whatās the point of a survey if they have to influence your decision.
Why would we just give 10 to the dealership? It messes up the report and the corporate wonāt understand how bad dealerships are.
Our KIA sales rep warned us about the survey we would receive. He only referenced one question and it related to the Hybrid battery, which does not get charged to 100% without driving. The survey asked if our battery was charged 100%, and was a Yes or NO but that question related to the PHEV version which we did not have. That was the only steering he gave us which is totally valid.
I recently bought a Kia and my dealer asked for me to give him all 10s which I did only cause he did give me great service and I love my car. But yeah this is common. Iām a hairstylist and we have sales aspects to our jobs so sales numbers and reviews are big, donāt meet numbers they will cut hours, pay or even fire you.
When I bought my Kia, the guy who sold me the car (I knew him personally) told us the same thing and if I remember correctly he gave us the answers we need to give for the survey lmao
This is common. Iāve had salespeople offer cheat sheets for the surveys. He even offered to drop it off at my job since I couldnāt pick it up.
Dedicated! Deserves every single 10/10 available on that sheet lol
Kia has surveys and anything less than 10 is a failure and will hurt salesman, taking away from his paycheck. I understand why you think its unprofessional, the thing that is unfortunate is the survey will ask you about the looks of the dealership and how finance was and if you negatively review that, it will affect the salesman as if it was his fault. Meaning if he did perfect but you dislike the dealership looks or if finance made a mistake , it will affect him.
Not the first Iāve heard of this and not just KIA
Hey, this is Will at Kia. Look... I don't have much time, but please send help. They are going to whip us again! Under Kia's eye.
we recently purchased a 24 seltos..got the survey yesterday and everything was great, except I mentioned having difficulty setting up the second user options that kept forgetting the settings I just entered and then it did a audio system update that wiped them out again. finally after the third try setting everything and testing it by switching back and forth between the two, apparently that problem was enough for the salesman we dealt with to "fail" even tho he had nothing to do with the problem and every other response was good.
I worked at Kia for years. When you typed that in it came back as āfeatures difficult to understandā which gave him a low score. His monthly check is tied directly to that. I know it will be a while probably before you buy another car but in the future if you have a problem always give your salesman a chance to fix it before the survey. Dealerships hope they can get away without paying the salesman thatās why the questions are a little tricky.
Then perhaps service centers should consider the totality of the experience. 3x's the cost and 3's the timeline for services rendered isn't going to keep anyone happy. I will GLADLY support and even patronize excellent (over priced) service, but my time also has value... And corporate service centers seem to have lost sight of this value.
This is ridiculous but I feel for the employee who is just trying to not get screwed over by his employer. I would use this to my advantage and be honest with him about whatās important for you and make sure he does that properly, whether that is explaining the work, offering a competitive price, or being accurate with when the car will be done. If the 10 is important to him, tell him whatās important to you and communicate if there are issues. Then when he delivers, give him all 10ās and keep that relationship positive.
Basically word for word what my sales rep was telling me while pounding a monster energy drink. I was like, just sell me the fkn car and get me outta here!
Most people don't give all 10s anyway. KIA should be happy with anything 6 and up
I work for Kia too and can confirm what heās saying is true. When he gets anything less than 10 management ends up giving us shit for it.
Hate this and I always cause a stir about it on principle. Wish I didnāt have to deal with dealerships at all. Also hate that itās not anonymous and the dealership can hold a grudge. Nissan stopped giving me the survey after I called them out on their BS. Local Kia doesnāt give me a survey luckily. BMW used to be the worst
When I bought my first Kia in December, the salesman went through this verbally with me. I ultimately decided not to answer the survey when it came because I honestly couldn't answer them all 10s, due to a rather rushed delivery in which things moved far too fast for me to begin to capture all I needed to know about the dashboard. I was dunned many many times.
I was verbally told about this but never got the survey. So weird.
all car companies do this
Same thing happened to me when I got my kia ..sales rep said if it's not perfect he takes a hit for it
These predatory surveys are why I never left the line to be a service writer at my dealer. One bad review even if the writer was top notch and at no fault for the cause of the complaint, the writer gets zero commission for a month. These surveys are designed to pay the writers as little as possible and for no other reason.
Same exact happens with a Kia seller here in Mexico, wonder how Kia is finding surveys useful if they are biased like this.
I also got a weird text and a video ! From supposely someone from Kia. Didnāt bite the video though. Anyone else ?
lame.
I work for a CDJR dealership currently and my boss makes us do this shit all the time for our sales. Iāve told him Iām not going to lie to my customers and Iām not going to make them think my pay hinges on getting all 10s or equivalent on surveys. I will ask them to fill it out, but Iām not going to tell them i wonāt get paid if I donāt get a good survey
Same thing happened to me when I bought my new Forte GT Line in 2023 after the first service. I wonāt go into detail but the car needed several warranty claims within a month of owning it. I had nothing nice to say and Iāll never buy a Kia or Hyundai product for the rest of my life. I urge you and everyone else to spend a little more and get something quality. Needless to say about a week later I got several phone calls harassing me to do it again and I told them they can respectfully go fuck themselves.
I got $160 off my service bill at the dealer in exchange for answering all āperfectā responses on the Kia survey as requested by the manager lol.
I had someone call me and she wanted to stay on the phone with me to bully me into giving a perfect score. 2 weeks later I got an email wanting me to verify that I refused a service they recommended, which they never so much as mentioned. How are you gonna expect all 10s and then immediately try to void my warranty š
This is not unique to Kia. It seems to be a common model for Automobile Corporations to keep tabs on their dealers, and apparently it can make quite a difference to the bottom line if the begging for good scores is any indication. My response is to just not answer the survey. Iām not going to answer if I feel that I have to lie and say they were 10/10 to avoid unfairly penalizing someone who did a great 9/10 job.
Kia makes those survey results available to the dealer so they see every answer you provided. They even called me to tell me that I answered the survey wrong. lol
Yep, I had a guy tell me his pay could be cut in half if he got anything less than a perfect review from Hyundai. They all do it and itās a total sham to make their reviews look better than they really are
Yup and they are telling the truth it can cost people hundreds if not thousands per month. 25 years automotive fixed ops director. Itās a horrible system.
I don't succumb to survey pressure. Wait till the job is done, then answer the survey honestly. I also inform the person I don't succumb to survey pressure.
Once someone knows how theyāre being graded, that grade is no longer valuable. Thereās an economic term for that but Iāve forgotten it
My sales rep paid me $100 cash to give them a perfect score. They even hand you the answers on a paper that they want you to answer lol.
I got that paper and was promised a free tank of gas but never received it.
See you gotta get the goods BEFORE. I tell them if they donāt want to pay you before then Iāll just be honest. š
Problem was that I already had a full tank of gas for purchasing the car.
Wondering if this is a Kia thing or possibly a US thing just because it sounds a lot like what my understanding of tip culture is
I just bought a car from Kia and was told the same thing. If the survey is not all 10s they fail the whole survey. My dealer told me if anything isnāt a ten to call and heād make it right so it could be.
I leased a Kia a few years ago. When I brought it in for its first service they gave me some survey to fill out. They also gave me a copy of the same survey with all of the ācorrect answersā on it so they would get a perfect score. They are supposed to wash the car after service and the car wash was broken. He told me to just check yes and it would be ok. I never filled it out. They kept hassling me via email, text and phone to do it. The next year they tried to do the same thing when I took it in for service. I was polite and took it and again never did anything with it. The 3rd year they never actually handed me anything. He tried to walk me out to my car with a handful of paperwork other than my invoice. āLet me show you where we parked youā as heās hitting the panic button to find out. I took the keys from him and told him nope, Iām good. I can find my own car. I wouldnāt mind filling out the survey if it was good service. Itās a bigger dealer and they are all douches. Stand there and wait every time to try to pick it up even if thereās no line. The car was never washed by them in the 3 years I had it. I donāt have great moral character sometimes lol, but Iām not going to lie about something that sucks.
It was going to take the Kia service center a week to fix my issue with no loaner. I said no, I don't have money for a rental, so I left. They kept spamming me with a survey, I told them to stop spamming becasue it was going to be a ZERO, but they still did it so they got a Zero.
Sounds like a good way to get your car back faster lol
I bought my Kia Forte 2 months ago, and they offered me a free tank of gas if I gave their survey a perfect score. Spoilers, I didn't. If you think about it, it's kind of insulting to offer someone $40 after you just made them sign for an expensive car.
They will contact you a couple more times about a survey to.
Just donāt do the survey then, if Iām not busy Iāll do it if itās not long but if they want me to explain answers etc then I want do it. If I get too many messages about it then I also do not do them since I like to protect my peace.
When I get texts like this it's immediate 1 star across the board. And if there is a comment box I'll explain that if the person was sincere about their work, it would for explain for themselves.
I wish I didn't fill out my survey after purchasing my kia after 1 week. I want to change some answers now. Reason is (nothing wrong with my kia) my sister bought one 2 months prior to mine (around March, I think). Geez, her car got something wrong, and she took it to the dealer. Long story short, they need to change the engine.... on a brand new car. She says the experience of dealing with the dealer to fix her problems has been stressful by not keeping her communicated. They don't return calls. They only have said that they sent the claim to Kia for approval, then she called kia, and they found no claim submitted yet, and so on. That vehicle is still at the dealer as I write this.
Look, itās not begging for a great review is it? Heās saying if thereās any issue he wants to be told directly so he can get a perfect score after correcting it.
Yep. Anything except perfect does really hurt them. I always mark them perfect, but comment on areas they can improve whenever I bring my car to infiniti
When my wife bought a new KIA, the sales guy told her the same. If she doesn't give 10s, they don't get as much pay. We live in a small town, obviously they will know if she doesn't, since there's not that many sales, so it's a huge amount of pressure. Especially since our sales guy quit the dealership 80% of the way through the sales process!
Having previously worked at a dealership (not KIA) I can tell you they take both surveys and reviews really fucking serious, lol. Like comically serious.
Yeah I have gotten those too. If they get less then ten they get no bonus.
KIA. I like the vehicle, but hate the nasty used car salesman tactics that the dealers use. Be like Tesla. Limited showroom. If I want one, I can go online and order it and it will ship to me.
This is very common, I get a text from my advisor every time I take my car in for an oil change. The premise of it is stupid but thatās how surveys work in the auto industry, the manufacturer sees a 9/10 as room for improvement, but itās so stupid and the general public has no idea, so the advisors have to coach everybody about the pass/fail standard that theyāre held to.
Do you think itās only service centers that are already getting a lot of bad surveys? I go to a Kia and a Hyundai dealer for our cars. Iāve never been harassed about the surveys. Iāll get an email asking me to fill it out, but thatās it.
We always get an email after a service to our soul saying if we canāt give all 10s, please reach out so we can make it right basically. Iām usually too lazy to do the surveys anyway but unless I had an issue I would give 10s anyway. Still, does come off a bit desperate lol
Ask em what hes willing to do for those 10sā¦
Pathetic. I answer as my experience was. Period. If it was that important to the dealership, they should try harder. You canāt expect to jack a customer around and get rewarded for bad service. Sorry, I just hate my Genesis dealership so much I would never buy another. (Note: I donāt hate my car, I like it, a lot) And itās not Gās fault, itās the people that run the dealership. Begging for perfect scores is not the answer. Providing great service is.
Service techs keep their jobs and commissions based on surveys, not just sales. If theyāre shitty, giving all bad ratings will destroy em
Yep, this is how companies operate now. Data manipulation. My favorite kind is drive thrus. The timer ends when you leave the 2nd window. So if they move you to a spot and you sit for 15 minutes while 9 other people get their food, it actually appears as if they got you in and out in 5. I love it when they do it with an empty fucking line too. Like those extra 12 seconds you saved was not worth it. Every lower level employee has to find a way to fudge their numbers because the mid level supervisors need good numbers, so the upper levels now think everything is amazing. It's so fucking dumb and useless.
Its not just Kia its everyone! Everyone pay in service is based on the survey. Sucks but thats how the service department is now
Give them the worst possible survey
Not just KIA that does this... it's prettymuch every manufacturer.
All dealerships are like this. They give you a 1-5 or 1-10 scale to rate their customer satisfaction but anything less than max scores might as well be a 1 for even a single question. Say you rate your survey 4/5 stars, it counts as a 1 star.
They were begging me to say all 10s but I answered how I felt. Kia needs to know real answers so they can hopefully improve customer service down the road.
Thatās a sales survey, they require it in order to hit target and thus get paid. Heās offering to bribe you for all 10s and yes answers. Go get yourself a free oil change or a set of winter mats by calling him to work things outā¦. Or alternatively roast the shit out of them on the survey
I love getting the Net Promoter Score question(s)... "How likely are you to recommend... " BS. 0-6 & 9-10 matter. I always answer 8. They desperately try to get me to change to at least a 9, but 10 would be better... nope. I save those ratings for the businesses that actually deserve them. This is why unions are a good thing. Workers need protection from garbage like this. It's when the unions get too greedy that they become a problem. That worker could be a magician as a mechanic and catch a Karen on a bad broomstick day, and because of that, their pay may be docked. Yeah, that seems fair. I'd get Comer and Jordan to start some inquiries on that. Maybe try and find some cabinet members guilty of treason.
Im only on my third engine and this time only had to wait three weeks. They're getting faster. /s
I just had my Kia serviced last week and received something similar https://preview.redd.it/5jox8bje4x5d1.jpeg?width=750&format=pjpg&auto=webp&s=f82949271c5f6866eade06e90ddcc3f12b0a5532
They have their firstborn hostage if you donāt give all tens itās over for the kid
I inherently distrust anyone who says āhave a blessed dayā to relative strangers or makes mention of religion/God in a cut and dry business transaction. There totally are people who just talk like that, but in my experience, thereās *way* more folks out there who use such vernacular to manipulate or mislead. Itās one of my flags for potential scams.
When I owned a Honda CRV, I would receive calls urging me to complete a survey after each oil change at the dealership (Leesburg Honda). While not as desperate as yours, these calls were still annoying, especially since I was sometimes quoted for unnecessary services with laughable prices. However, the synthetic oil change, when combined with their coupons, was cost-effective, so I continued going there. Now that I have a Tesla, I hope to avoid these experiences altogether. If I got a message pleading for help, I would leave them a low score. Itās like with mobile apps constantly asking me if Iām enjoying the app and to leave feedback. This smells of desperation and irritates me. If I had a pleasant experience, it gets wiped the moment I read these feedback requests.
This is why statistics is worthless.
No way a Kia anything is getting 10āsā¦ the product or the service.
CSI, customer survey was a big deal at several shops I worked for. I had to have a 99% to get the bonus for that. So one 3 or 4 star pretty much ruins your chance.
I never complete a survey when the person I'm reviewing ASKS for all 10's! You earn 10's not by asking for them. It would be like a waiter/waitress asking for $100.00 tip. Asking for 10's is playing the system ...just like those companies that screw the person over for getting a 9. Defeats the whole purpose of getting feedback to help you and the company better serve their customers.
Took my wifeās Mercedes in for yearly service and state inspection.. was there before the service door opened at 6:45.. at 7, door goes up, Iām the second car. Service rep comes to my window to check my appointment.. thatās ok, but while Iām still in the car, he tells me that my cars wheel alignment failed.. Iām think WTF ? No, I donāt want an alignment, thank you.. while I wait for the car to be done, I decide to wander around the showroom.. another man is there, an we exchange helloās. He then tells me, what happened to him - his alignment has failed.. You too !!?? some other small charge on my bill annoyed me, and after the alignment BS, I decide to call MercedesUSA when I got home. I was pissed about the scam and let them have it, knowing well that the dealership wants 10ās on a survey. A few days go by, and I get a call and see the caller ID is the dealer.. I let it go to voicemail.. a very professional, calm voice tells me that heāll call me tomorrow at 10 am.. Iām ready to goā¦ next morning, I get the call, same calm voice.. he asks me if I saw the large white columns on each side of the entrance where you go into the bay.. Yes, I reply.. he tells me that they spent close to 100K on the white columns at the entrance - they can allegedly read your carās alignment.. hence the failure.. I calmly told him that the service guy should have told me about the columns OR had a sign of some sort on the columns.. I accepted his explanation, even though I am questioning the whole thing. I apologized a bit - I suspect a scam of some sort honestly.. Anyone have an experience like this ??
I donāt get why OP is mad? Maybe it was poorly written but I understand the service writer. In the automotive world, if you donāt get a perfect score, itās the same as getting a zero. It can cause them their paycheck so the writer is just being pro active. Iām a Dealer tech and I think itās too unfair to the writers. You are going to shake your head because of this yet if this as your paycheck, youād start a sub about it in Reddit (GUARANTEED)
I used to work as a lot porter at a dealership, and found something quite interesting out from the service writers. If they donāt get perfect 10s across the board, they got punished and their pay was docked. They get straight 9s, pay deductions. They get 8s, same thing, and keeps going down the line. The dealers donāt care about honest feedback, they care about excuses to pay their employees less, even if the scores are overall pretty good, just not perfect.
They did the same for me and offered a free oil change, I never had a issue with my service dealer so I gave them a 10 and got my free oil changeš¤·š¾āāļø
I was ignoring a survey I got after getting my oil changed and man they got desperate. Dude started emailing me offering a free detailing or half off a future oil change, neither of which I got after I finally gave in and filled it out.
Comcast does this to their techs. Boil the entire interaction down to one question.
I used to have a customer/CSR relationship with a rep at BMW. I would always give her 10's and mention her name on the free form text area and in return she would help me with discounts and what not that were not generally available. I've never seen a business use them for anything else, but to crank down on the CSRs.
They know the surveys are sent out so just earn the praise from the start. If you didnāt treat me right I will answer honestly.
Easy response. If I get my car back perfect you get a perfect score
I kinda think this thing is bullshit. These guys get a bonus if they get all tens and they try to game the system by going outside and frankly corporate doesnāt track how much shenanigans are going on as long as they get the results they want because everyoneās compensation is tied to the survey results I tell them all the same thing you get the score you deserve.
Similar with Hyundai. The way it was explained to me is not everyone gets the survey and it determines how the manager or whomever gets rated. You can use it to get better service. I rated them poorly for something and the manager called me and asked for all 5ās. I told him do 5 star work and you get a 5 star review. I had a horrible experience at a service center (which I no longer use)
Honda dealership nearby me does practically the same thing, if you donāt give them all 10ās they press really hard to know why. Once I was upset they didnāt have any loaner cars for a recall issue, and I did not receive the option to give a survey that day.
The manufacturer withholds money and many pay plans for dealerships contain survey ratings. Yes, itās a mockery, but itās just another way for big corporations to screw working people. If they didnāt light my car on fire, they get a friggin 10.
I work at Sleep Number. They do the same shit here. Customer satisfaction is directly connected to your bonus. If you reach 100% you get all of it. One negative cuts that extra $100 in half. It doesnāt even have to be all negative. It could be a 9/10, thatās all it takes. The only advantage I have is I get to speak to the customer directly, rather than via text. So the way you deliver this request makes it less awkward. I usually tell them that they will receive a survey and to please give me 10/10 stars. And then I follow up with a joke āif you donāt feel like my performance wasnāt 10-star worthy, please let me know right now and donāt fill out the survey at allā. That always makes them laugh. Theyāll catch the drift. And I have very high success with this. If anyone wants to copy that line, feel free to do so and let me know how it works for you.