Skip to main content

How NOT to ASK For Feedback : Case Of A Honda Dealer

I gave my Honda vehicle for a service at a Dealer this weekend. Everything went well. And then I got an email little later asking for feedback on how did the service went and whether I was satisfied with the service.  Here is the text of the Email. The third paragraph was bold text in the email itself. I only replaced the Dealer name and contact details of the Service manager with xxx.


Thank you for choosing XXX  for your recent service needs. It is important to me that you were completely satisfied with your service or repairs.

Only you can tell us if we have met or exceeded your expectations. We would appreciate receiving your impressions of this visit. Please take the time to answer the questions and click submit to send your answers back to me. If you prefer a more personal approach, you may call me directly at xxx-xxx-xxxx. Your comments will make a difference, so do not hesitate to make your views known.

You may be receiving a survey directly from the manufacturer as well. Please answer this survey as it is our report card and enables us to serve you better. Please note, if survey answers are anything less than "Excellent", it is a failing grade for our service department. If for any reason you cannot answer "Excellent", please contact me directly by phone at xxx-xxx-xxxx or by email

Once again, thank you for servicing your vehicle at XXX. I look forward to seeing you when you come in for your next service.

The Service Manager do not want anything but Excellent to be reported on that web survey. What is the point asking for feedback, when you are not ready to take the feedback. What is the point if your customers are allowed to say only Excellent on the feedback, why waste the Customer’s time. 

This is a perfect example of how NOT to ask for feedback. The feedback system already lost any credibility in the eyes of the customer. Why take the trouble and give feedback if you know there is no value.

I took a few minutes to publish this post, but I will never spare a minute to respond to that kind of a survey. 

Popular posts from this blog

You Are What You Think People Think About You

There are about 6.7 Billion people in this world that we know of.  Whether you believe in ‘Creation’ or ‘Evolution’, this human race started with a tiny number. It is quite amazing to see how fast it multiplies. What is more amazing is that every single individual in that 6 billion crowd is born ‘unique’.  Quite literally, you are born to be one in a billion, whether you believe it or not. “ This was the Introduction to my latest and last speech in Toast Masters club, ‘One in a Billion’ as part of International Speech contest. 
As much as I believe that each one of us can be that 'one in a billion' personality, I admit the reality as I perceive it and some times feel alone in that belief.
A famous quote says 'You are what you think'. It is also true that 'you are what you think people think about you'. If you think people think you are smart, then you act smart and become smart. If you think people think you are dumb, you will become dumb even if you are not, a…

Cooking looks like an unforgiving art

When you are writing software, you always get a second chance. In fact, lots of chances to get it correct. You have compiler warnings, failed test cases and some times crashes alert you that something is not right and will give you a chance to correct. And you get literally unlimited chances to apply those corrections. 
Well, cooking looks to be totally unforgiving in this respect and on any given day, you may get just one chance to get it right. If you fail, you fail. Try again right away if you have patience of starting it all over. Or start over some time later or next day. But not much of a second chance to correct a mistake. 
More ruthless, when it comes to salt. If you put just a little more, even a tiny little more, it never hesitate to show what it got. Totally ruthless. End result will be a failed dish that no one will be able (and/or happy) to eat. And most dishes, you may not be able to add something little more to offset it.

Little trick I learned the hard way, start on …

Did NDTV Just Twisted Words?

I have recently spotted quite a few places where NDTV title doesn’t exactly say the same as the details in the article says. Lost in translation? or just plain twisting for journalistic sensationalism?Title says “'AAP doesn't treat women as humans,' says founder member Madhu Bhaduri as she quits”, but the quote in details says, slightly differently: “In this party, women are not considered humans” (see the text highlighted).Source : NDTV.comYou may say, they effectually mean the same thing. Is it? Even if they mean the same,  Why not use the same exact phrase in both places?