Vehicle Service Experience Survey

[Jaymz]

Got a letter from FORD today asking for my opinions now that I have owned my XR for a number of months. A 4 page survey was attached with a number of questions ranging from experience with the selling dealer through to the quality of service. Problem with these types of survey is that the answers are tick a box from 1 to 5 type answers and do not really let you add any more detail as to why you are happy/unhappy with certain areas. They do allow two lines at the end of it for further comment, not a lot to give accurate feedback. They even added a bribe in order to get people to fill it out.......the chance to win $1000 of FORD products. Gotta wonder if anything comes of these surveys though and is it worth spending the time to fill it out.

[ZAP]

Yeah,

I got one a few weeks ago. About the only items that did not get VERY POOR were the cars power The rest will reflect back to them my opinion of Ford's sales, service and warranty problems.

Makes you wonder what they do with the surveys, must use them to wipe their in the marketing department

[XR6_ED]

received mine today... :lol:

I'm going to honest with it Seriously

[voy74656]

mines probably at the farm waiting for me when I get home there tonight....will think long and hard when I'm filling it out

[Mondie]

Mate, give it to your kids to colour in. At least that way someone will get some benefit from it.

[Buf-Phoon]

  Mondie said:

Mate, give it to your kids to colour in. At least that way someone will get some benefit from it.

What he said. There is now a nice picture of a very athletic Daddy :lol:

Seriously could not be bothered , wont fix anything they probably dont already know and you risk putting yourself on one of Fords famous lists

[ubyte]

must admitt... I actually took the time to fill it out. Didnt cost me anything so to speak.

However, according to the form you are sposed to go in a draw for $1000 worth of product and get a voucher (from the dealer) for $100 off product. Filled it out in July havent seen .

To add insult to injury, I even got the dealership/salesperson another direct sale (in less then 3 weeks of mine) and all they had to do was spend a hour or two with the customer for an instant sale. So much for a spotters fee.

Dale ford, you can

[harasn]

Actually they do act on these forms.

I filled one out on one of the BA's I have had,and was rung up about the wind noise problems I had. They got a mechanic from the proving ground to ring me, pick up the car, take it in, fixed the problem and a free tank of fuel to boot! not bad for nothing! Was funny when they realised I was a fellow proving ground worker but!

So take the time to fill it in, cause in all honesty, how, if the dealers dont do sh*t about and problem, and probably not even tell ford about it, are ford meant to fix the cars and the like! Doesn't hurt to fill it in!

There has been alot of problems with door adjustment, but ford wasn't hering about it, till they got feed back through these forms, funny how every BA I've had had to have the doors done!

[Guest Scootre]

And if you don't fill it in, they'll send it to you again. Twice more in fact. And after that, they call you to ask why you hadn't sent the forms in.

As Jaymz has suggested - the questions are loaded in their favour. Just like the form I got from NRMA insurance many years ago. It asked all the questions to see if I was happy with the panel shop, did they treat me with courtesy, was the car presented to me in a satisfactory way, blah blah. All of which I acknowledged "yes, the panel shop gets top marks". I hand wrote in the "additional comments" section that I was very unhappy with the way NRMA had handled things, that they had mucked me around, got details worng etc and I ticked the box requesting NRMA call me about my comments on the form. Guess what... never heard from them.

The problem with these forms is that they only want to hear what THEY want to hear...

[Guest speed1]

I have to agree with harasn. Although not exactly a survey form, I had a problem with my T last year with a very positive customer outcome. At the time I was extremely p..d off as my near new car had failed to proceed and because of public holidays couldnt be fixed for 5 days. I calmed down & wrote a nice polite letter to Mr Polites about the particular design matter and pointing out that although customers often bought cars just based on brand loyalty, small things like design, price, reliability and word of mouth advertising all were factors in future choice. I must say I was very surprised to get a hand signed letter back from El President himself and positively responding to the points I made. There was also an offer of a great Ford FPV jacket (who can refuse that!) plus I got a follow up call from Ford Customer Service making sure that I was happy with car. My not so good experience was turned around by a couple of positive and personal actions by Ford Aust. My faith was restored!