I was a service advisor for 6 years, recently walked away...because of this crap. allow me to explain, while already being one of the most thankless jobs out there(although its too easy to make 100K doing it) all pay plans are built off commission tabulated on a bunch of different metrics. one of the being CSI or surveys. my old pay plan was about 1k riding on CSI, having to be over a certain %. We often had issues with the customer slamming us on a survey because another customer, someone in the showroom didnt have their mask on. they mark the question NO, and advisors get honest to go screwed.
say what you want about car dealerships and being "stearlerships" and all the frankly BS, there are no other professions that allow a customer to literally subtract money from the employee's wallet. sure, there are a bunch of terrible advisors that certainly deserve it. but PSA, if you have a good advisor that treats you right, give them all 10s.
Yep, service advisor myself. If I have the slightest inkling a customer isn’t going to give me a good survey I delete the email. Recently got blasted on a survey because the cashier wasn’t “friendly enough”. That cost be $500 even though it has nothing to do with me. Then got blasted again for not congratulating a customer on her new car purchase when she came in for her first oil change. Suck my dick lady.
I tell them send it my way and make sure my email is right. I found that if you are nice to them they tend to take care of you