Hi, everyone, I just got my 2006 xA. Just want to ask around if every else got this from the dealer.
When I pick up my new car he told me that toyota rate the dealership as "excellent" or "fail". so in the survey I will get in several days, I have to answer all "excellent" otherwise they will get a "fail" from toyota.
Is that true? I just wonder if that is true why are there other choices. I am pretty happy with my dealership so far but I don't feel that everything they did was "excellent". Anybody else heard about this?

u get a survey when buying the car and when u bring it in for service
you fill it out the way you feel you were treated and how the service/exp went
if he sucked, but still wants you to fill out excellent....don't

if he treated you nicely,took care of you, fill out excellent
by filling out good/fair he will get slammed on his CSI
so if he was good, mark excellent...if he sucked, mark poor/fair

thanks ScionBandit, but is it true that he got slamed if I fill "good"? then what is the point of having a choice of "good"? why don't they design the survey like a "pass" or "fail"? Just don't get it... :tap:

From the sales point of view, excellent is 100%, the next mark down is 75%, then 50%. Now, what your sales rep told you is misleading. He should just explain it properly, and let you make the final call. I have a copy of the survey, I try to show it to my customers and I explain how it works.

Unfortunatly some customers think if they just rate you good that they are giving you a good survey. 50% is failure though. So, I explain how it works and hope they understand.

Just for pressuring you to fill out the form to his benefit you should rate him lower, IMO.

Just for pressuring you to fill out the form to his benefit you should rate him lower, IMO.

He should rate him lower just because he asked the customer to fill out the survey? Thats stupid.

I love CSI ratings. I definately have a copy of the survey and explain the reasoning behind asking for excellents AS LONG AS THEY FEEL COMFORTABLE giving us that rating. Im not going to force a customer to give me excellents when they dont think I earned it. Thats what CSI ratings are for. To keep salespeople and dealerships as a whole honest...

Just for pressuring you to fill out the form to his benefit you should rate him lower, IMO.

He should rate him lower just because he asked the customer to fill out the survey? Thats stupid.

Reading Comprehension is good for you.

CSI importance varies from dealer to dealer (as far as any internal reward system works) beyond the importance that Toyota puts on it. It is a pass(all excellents)/fail(anything other than excellants) at least for us.

I tell my customers that if they think I did a good job, that I met all thier needs, and that if they want to give me a passing survey, they need to put all excellents on the survey. I tell them that if they do not feel comfortable putting all excellents, please let me know and I will make sure that any and all problems are resolved if possible. I let them decide what they want to put, I just explain the way the survey works, so that they know what to do in order to give me a passing survey, if they think I deserve it.

thanks ScionBandit, but is it true that he got slamed if I fill "good"? then what is the point of having a choice of "good"? why don't they design the survey like a "pass" or "fail"? Just don't get it... :tap:

good= bad, unfortunately
from service aspect, if its not excellent, and you fill out good on all the slots
we get 75-80%, which is ok, but not wut we should be at
we would be in the yellow rating, green is at least 91.7%

I think it's total BS for a dealer to "ask" for a good rating on a customer survey. My dealer was offering a free oil change if you bring the survey to him and let him fill it out. :no: I reported that to Scion corp. and they weren't very happy.

Scion wants to know the truth. You should tell them the truth. Otherwise we will continue to receive crappy service and rude salesmen.

If they were good, write good... Don't put "Excellent" unless you really feel that way. If they really want that excellent rating they'll treat people right. By lying for them, or allowing them to fill it out themselves, you allow them to treat the next customer like crap. :no: :no: :no:

-THE DON

I think it's total BS for a dealer to "ask" for a good rating on a customer survey. My dealer was offering a free oil change if you bring the survey to him and let him fill it out. :no: I reported that to Scion corp. and they weren't very happy.

Scion wants to know the truth. You should tell them the truth. Otherwise we will continue to receive crappy service and rude salesmen.

If they were good, write good... Don't put "Excellent" unless you really feel that way. If they really want that excellent rating they'll treat people right. By lying for them, or allowing them to fill it out themselves, you allow them to treat the next customer like crap. :no: :no: :no:

-THE DON

i commend you on reporting that to Scion Corp, they cannot buy surveys, Toyota HATES THAT!!!

I think it's total BS for a dealer to "ask" for a good rating on a customer survey. My dealer was offering a free oil change if you bring the survey to him and let him fill it out. :no: I reported that to Scion corp. and they weren't very happy.

Scion wants to know the truth. You should tell them the truth. Otherwise we will continue to receive crappy service and rude salesmen.

If they were good, write good... Don't put "Excellent" unless you really feel that way. If they really want that excellent rating they'll treat people right. By lying for them, or allowing them to fill it out themselves, you allow them to treat the next customer like crap. :no: :no: :no:

-THE DON


I agree that the salesperson should not try to "buy" the excellant survey (and hopefully he wasn't trying to pass off one the standard 3 free oil changes as his "incentive" to you). And flat out asking for the excellant survey is kinda dicey too, but there is nothing wrong with explaining how the survey works so that the customer can reward the salesman as they see fit.

Remember that just as the explaination can tell the customer how to give the salesman a perfect survey, it also tells them exactly how to make sure they don't get a perfect survey and lets the customer know that if they had a bad experiance, then giving the salesman a bad survey is a big deal, and will carry ramifications for the salesperson too.

The important thing here is for customers to understand how the survey works. It is a report card, unfortunatly it goes from A+ (Excellent) to C (Very Good) to E- (Good) and worse.

With that understanding, a happy customer has not reason to give anything below Excellent other than areas they feel need to be improved. Maybe the sales associate never sat with them so was NOT considerate of their time. Maybe the sales associate never made sure the car would really fit the customers needs, and so on.....

I just want honest answers, and a happy customer will not want to give me all goods if they understand that means 50%.