Having been off over the holidays, I spent some time taking vehicles to get serviced.  One of these was at a new car dealer.  While I don’t often take cars to the dealer for repair or maintenance, I did this time.

While the appointment was successful, as I left, the service consultant asked me to mark “tens” on the customer satisfaction survey.  Then when I arrived home, I got an e-mail from the service department, asking for the same thing.  This is not the first time, I have been asked to “bias” the results of a customer satisfaction survey – The same dealer asked the same thing when I purchased the car – related to the sales experience survey.

Over the last few years, many organizations have taken to trying to agressively measure customer satisfaction through surveys like this.  Time and time again, I have been asked to “bias” the results.  Continue reading →