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 firstname.lastname@example.org
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.