Last week I took my vehicle in for its first service. Was just for an oil change. The Dealership - Lakehead Motors Thunder Bay - took the car in on time and 40 minutes later i returned to pick it up. All was good - it was ready as expected. Fee was reasonable and just as I was paying the service technician told me I would receive a call from Dodge asking for feedback. he told me that the 3rd question relates to his performance and that unless i score him a 9 or 10 out of 10, he would be scored zero by Dodge. Now I know what’s going on here - he is trying to get every customer to give him a 9 or 10 - Dodge probably using NPS and he is looking for high scores. Until he mentioned this I was impressed. Now I question the integrity of the dealership and hope some of our members at Dodge check this out - no point measuring NPS if the people you are measuring are trying to influence the results by telling customers what to do!
I am not impressed – first time anyone has asked me to do this and I am shocked.
Publish Date: September 26, 2011 2:02 PM