All models Why is 9 out of 10 a fail for servicing?

grzoostuff

grzoostuff

Totally Hooked
Apr 20, 2022
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Had my service done, and was advised that would get a survey from main toyota I presume.
Not yet received but already have been asked that a 9 out of 10 is a fail and 10 is a pass?

What's the point of scoring on a scale out of 10 if anything from 1 to 9 is a fail and 10 is a pass for them?!
In my mind still a 8 or 9 out of 10 is still very good service, to get 10 they'd need to roll out the red carpet and go above and beyond what I asked for.

Anyone in the know why this happens?
 
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Previous service manager here.

Corporate policy and expectations, basically. Some graduate bod high up in their ivory tower has dreamed up this!

Service managers and customer advisors typically won’t be paid any bonus unless their CSI feedback targets are hit, but when those targets depend on 10/10 reviews from every single customer (who you can imagine you’re on the back foot at the start with some)…its a big ask, as they say in football.
 
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use the scale as it is, don't think fail pass ratio. its the only way they get their s**t together. same "issue" with our corporate stuff. managers tend not to like the approach but bad for them. :D
 
Ecsrobin said:
I reduce the score if they ask me.
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That’s the thing. I used to feel it was absolutely cringeworthy being made to ask customers for positive feedback, so I didn’t. I concentrated on making sure we provided good service, with transparency, listening to the customer and just generally trying to be decent and reasonable. We didn’t always get it right, and I tried to deal with those times swiftly and amicably.
 
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Toyota (and many others) shoot themselves in the foot somewhat, with a 10-point ratings scale.

There's plenty of studies/evidence that shows that ratings scales with more points (such as 10) result in lower mean (average) scores than - for example - a five-point ratings scale. (I could bore you about this in great detail as I studied this as part of my Masters but I'll spare you... :sleep: )

Alfa Romeo have tended to get a bit of a customer satisfaction kicking over the years, but when I had one the little main dealer I used for servicing were superb (it's no longer there unfortunately). Peerless service, great value, exemplary Italian coffee, and complimentary biscotti tended to set a high bar. The only thing I ever faulted them on was that the only newspaper they had in the (plush) waiting area was the Daily F**king Mail (I'm more of a Guardian man myself), and after I mentioned it they got the Guardian in as well! I was given a full-size panettone one Christmas following a service. This is 10/10 for me and a high benchmark for others to meet!
 
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Indeed as i am in the network, it is like that. Anything lower than 9(9-10 included is fine) gets scrutinized and escalated, 7-8 is mid, 6 and lower is DEFCON 1

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I strangely got a call today offering to talk to me about service plans (car was serviced last week), but after I declined and he enquired as to why, couldn't answer when I asked why the fixed prices for the service were so high in the first place and not what I would call value for money. I *do* wonder if this had anything to do with some low scores on the 'survey' last week . . .
 
chopper602 said:
I strangely got a call today offering to talk to me about service plans (car was serviced last week), but after I declined and he enquired as to why, couldn't answer when I asked why the fixed prices for the service were so high in the first place and not what I would call value for money. I *do* wonder if this had anything to do with some low scores on the 'survey' last week . . .
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Nothing strange about it, it is mandatory for Customer relation managers or service advisors to call back people that have left low reviews, and ask what was wrong, how to fix the situation e.t.c. The hot case once opened needs to be resolved within 48 hours of receiving the bad review.
 
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I’ve just left all 0’s on a feedback questionnaire. I wonder if I’ll get a call or whether the dealership will now close down.

I haven’t visited since my last service over five months ago, I’ve since sold the car and I’ve informed them that I sold the car and yeah, I still had the odd message to book in for more servicing. And the warranty work on the door seal that was approved over a year ago they never contacted me to get the work done after ordering the part.
 
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This is standard net promoter score methodology.

9 or 10 is 'promoter' which is what they want, but their insistence on a 10 is because their bonus or even continued employment may be affected if the dealership/department's average score drops too much, so they want 10s rather than 9s to offset the inevitable lower scores.

Don't feel pressured into doing it. Just rate them what you want! :)
 
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I’ve recently had a couple of Toyota customer service questionnaires from the manufacturer, which I’ve absolutely battered them on, for the primary reason of their customer service being an utter joke 🤣
 
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Itcaptainslow said:
I’ve recently had a couple of Toyota customer service questionnaires from the manufacturer, which I’ve absolutely battered them on, for the primary reason of their customer service being an utter joke 🤣
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By the manufacturer?! You have had questionnaires issued to you by Toyota Japan?! Is that a follow up on an existing case / complaint or sth?
 
The grass is no greener on the other side. The local VW dealer has just handed back the wife's ID3 after 73 days. Seems to be fixed but they strangely didn't ask us to fill in a satisfaction survey! Also weirdly they use Europcar, so have had Cupra and Merc courtesy cars. No more VW for us.
 
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