Honda Satisfaction Survey

Smifffy · 21st September 2006, 16:08

If any member of the site is a professional telephone survey person I appologise right now.....

I had a phone call earlier from Honda with the new owner survey -

First part was about the dealership.

The survey guy explained the ranking from poor to excellent then proceeded to ask each question in turn - now I truly got excellent service from my dealership in buying my car (including a bouquet of flowers for the misses when we collected "Kitty" (another story)). So I said to the survey guy "put excellent in all the boxes it's easier" ... ahem he could not do this - had to do it by the book and ask each one seperately - he also did not seem to have a sense of humour.

When we got to the car I mentioned problems with voice control - that threw him completely, thought I was winding him up about the car wouldn't listen to me

Then had to explain what HFT was - he knew nothing about the car he was doing the survey on.

He finished by saying my concerns would be passed to Honda, but I doubt if my comments were recorded on his form - just ticks in boxes. Perhaps they ought to send out questions in the post.

He seemed really flustered when I moved to issues not covered by his pre-prepared form.

I don't think I was rude, just wanted to get across a couple of issues on an otherwise excellent car.

Have to wait and see if Honda acknowledge my comments.

Have fun all

Smifffy

Maldax · 21st September 2006, 16:32

Flowers! Thats twice today!

I think it's just what they do! If you can't tick the boxes they get very flustered as they an not allowed to move from the script!

Thats why is so much fun to play with them

Charles_Harding · 21st September 2006, 16:52

I don't know who is doing that survey but every time I try to ring CS there is no one there - so it aint them!!!

TTDegs · 21st September 2006, 17:09

I'm sort of involved on the edge of this kind of thing...

As part of our service to our customers (both end customers - Joe Public, and our direct customers - Retailers), we do occasionally conduct surveys to find out what they think of us.

These surveys are either carried out by internal people (if small survey), or an external company (for bigger ones).

In both cases, we have to get the callers to stick to a script - it's the only way to get consistant and measurable answers.

Unfortunately, there is no easy way to produce the questions!
No matter how much time you spend on preparing them, there are always gaps - or 300 questions...

Being asked to tick 'excellent' in every box is not good (no offence or dig intended!

)
For example:
1) How would you rate the delivery service of your dlr? - excellent
2) Did they keep you informed of what was going on? - excellent
3) How welcoming was the dlrship when you visited? - excellent
4) Did they promptly resolve any issues? - excellent. Er, hang on, I didn't have any issues, so that should be n/a...

basegreen · 21st September 2006, 17:10

It is part of honda, but not part of CS.

Smifffy · 22nd September 2006, 07:39

Thanks for the info people - I was gentle with him honest!!

I suppose we all dislike doing surveys, me because they never seem to ask the question about the issue I'm personally concerned with. If it did I suppose it would end up being much larger as we all have different issues.

However if Honda are getting problems with Shock Absorbers, HFT etc, I wonder if it would be useful for them to ask customer? Can you rate the perf of the shocks, noises etc? or how clear is the HFT? It might tell them if the fix is working!

21st September 2006, 16:08	#1 (permalink)
Smifffy Wheelnut Join Date: 8th August 2006 Location: Oxfordshire Posts: 70 Thanks: 0 Thanked 0 Times in 0 Posts	Honda Satisfaction Survey If any member of the site is a professional telephone survey person I appologise right now..... I had a phone call earlier from Honda with the new owner survey - First part was about the dealership. The survey guy explained the ranking from poor to excellent then proceeded to ask each question in turn - now I truly got excellent service from my dealership in buying my car (including a bouquet of flowers for the misses when we collected "Kitty" (another story)). So I said to the survey guy "put excellent in all the boxes it's easier" ... ahem he could not do this - had to do it by the book and ask each one seperately - he also did not seem to have a sense of humour. When we got to the car I mentioned problems with voice control - that threw him completely, thought I was winding him up about the car wouldn't listen to me Then had to explain what HFT was - he knew nothing about the car he was doing the survey on. He finished by saying my concerns would be passed to Honda, but I doubt if my comments were recorded on his form - just ticks in boxes. Perhaps they ought to send out questions in the post. He seemed really flustered when I moved to issues not covered by his pre-prepared form. I don't think I was rude, just wanted to get across a couple of issues on an otherwise excellent car. Have to wait and see if Honda acknowledge my comments. Have fun all Smifffy

21st September 2006, 16:32	#2 (permalink)
Maldax Supporter Rocketship door handle Join Date: 12th June 2006 Location: Reading, Berks Posts: 1,050 Thanks: 0 Thanked 0 Times in 0 Posts	Flowers!!!! Flowers! Thats twice today! I think it's just what they do! If you can't tick the boxes they get very flustered as they an not allowed to move from the script! Thats why is so much fun to play with them

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This thread is about: Honda Satisfaction Survey, it's in General Discussion at the Honda Civic forum Civinfo; If any member of the site is a professional telephone survey person I appologise right now..... I had a phone call earlier from Honda with ...

21st September 2006, 16:52	#3 (permalink)
Charles_Harding Civinfo guru Join Date: 14th August 2006 Location: S.E. London Posts: 3,269 Thanks: 122 Thanked 42 Times in 40 Posts	I don't know who is doing that survey but every time I try to ring CS there is no one there - so it aint them!!!

21st September 2006, 17:09	#4 (permalink)
TTDegs Super Moderator Civinfo master Join Date: 4th August 2006 Location: Cardiff Posts: 5,638 Thanks: 0 Thanked 1 Time in 1 Post	I'm sort of involved on the edge of this kind of thing... As part of our service to our customers (both end customers - Joe Public, and our direct customers - Retailers), we do occasionally conduct surveys to find out what they think of us. These surveys are either carried out by internal people (if small survey), or an external company (for bigger ones). In both cases, we have to get the callers to stick to a script - it's the only way to get consistant and measurable answers. Unfortunately, there is no easy way to produce the questions! No matter how much time you spend on preparing them, there are always gaps - or 300 questions... Being asked to tick 'excellent' in every box is not good (no offence or dig intended! ) For example: 1) How would you rate the delivery service of your dlr? - excellent 2) Did they keep you informed of what was going on? - excellent 3) How welcoming was the dlrship when you visited? - excellent 4) Did they promptly resolve any issues? - excellent. Er, hang on, I didn't have any issues, so that should be n/a...

21st September 2006, 17:10	#5 (permalink)
basegreen Super Moderator Civinfo guru Join Date: 15th April 2006 Location: noitacoL Posts: 2,866 Thanks: 0 Thanked 2 Times in 2 Posts	It is part of honda, but not part of CS.

22nd September 2006, 07:39	#6 (permalink)
Smifffy Wheelnut Join Date: 8th August 2006 Location: Oxfordshire Posts: 70 Thanks: 0 Thanked 0 Times in 0 Posts	Thanks for the info people - I was gentle with him honest!! I suppose we all dislike doing surveys, me because they never seem to ask the question about the issue I'm personally concerned with. If it did I suppose it would end up being much larger as we all have different issues. However if Honda are getting problems with Shock Absorbers, HFT etc, I wonder if it would be useful for them to ask customer? Can you rate the perf of the shocks, noises etc? or how clear is the HFT? It might tell them if the fix is working!