BMW Feedback

50Twuncle

A neighbour has a 3 year old BMW M135 - which, in iteself is a very nice car
He admitted to me, yesterday that BMW are misusing the customer rating feedback system in that whenever he takes his BMW into the dealers for servicing or any work - he gets an email asking him to rate the work (1-5) and if he puts less than 4 - it rejects it and blocks any more user reports on that particular service and this implies that BMW only allows top marks on their system !

Whilst not actually breaking any laws - this doesn't exactly put BMW at the top of any trustworthy car manufacturers list.....

EssexExile

We bought a new Volvo recently & the salesman implored us to only put 5 star ratings on the inevitable survey as anything less is considered a failure. It makes it all rather pointless really.

neilmcl

50Twuncle wrote: »

A neighbour has a 3 year old BMW M135 - which, in iteself is a very nice car
He admitted to me, yesterday that BMW are misusing the customer rating feedback system in that whenever he takes his BMW into the dealers for servicing or any work - he gets an email asking him to rate the work (1-5) and if he puts less than 4 - it rejects it and blocks any more user reports on that particular service and this implies that BMW only allows top marks on their system !

Whilst not actually breaking any laws - this doesn't exactly put BMW at the top of any trustworthy car manufacturers list.....

I've never known this to happen, maybe you're misunderstanding what happened. I do know that BMW do take their feedback seriously to the point that if they receive anything less than full marks for a survey, whether it be sales or service, they take issue with the dealership and their employees to the point that it does affect their performance reviews going forward.

motorguy

I honestly cant see that that is actually whats happening. Your friend may have interpreted that as whats happening.

BMW & MINI take their customer feedback very seriously IME both through currently owning an M140i and previous a MINI Cooper S.

I've had no issues submitting feedback.

motorguy

Feedback is a hugely subjective thing so its not surprising that a dealer will urge people to leave a 5/5 rating if the service was as expected. I've seen people say "well that experience was fine therefore i will give it 3/5".

Feedback on tripadvisor always bemuses me for restaurants. I've seen "had a lovely meal with my family here - will definitely go back" and leave 3/5. And other people will have "didnt have a meal here, just a coffee when passing but it seemed really nice" and leave 5/5.

50Twuncle

I was only saying what I was told !!
The neighbour is an intelligent 50 year old who I trust to tell the truth

EssexExile

motorguy wrote: »

Feedback on tripadvisor always bemuses me for restaurants. I've seen "had a lovely meal with my family here - will definitely go back" and leave 3/5. And other people will have "didnt have a meal here, just a coffee when passing but it seemed really nice" and leave 5/5.

Quite so, it's the words that matter, not the rating.

neilmcl

50Twuncle wrote: »

I was only saying what I was told !!
The neighbour is an intelligent 50 year old who I trust to tell the truth

That's all right then

RichardD1970

motorguy wrote: »

Feedback is a hugely subjective thing so its not surprising that a dealer will urge people to leave a 5/5 rating if the service was as expected. I've seen people say "well that experience was fine therefore i will give it 3/5".

This.

When I bought my last car, the salesman said that if we were happy with the service (which we were) to give topmarks on the later survey as head office (Trust Ford) take anything less, even a 9/10 as an issue.

uknick

I gave a BMW dealership 1 out of 5 stars (would have given 0 if possible) and received a call about two days later from them asking why. After discussions with them, I ended up getting £250 worth of body repair work for free as an apology.

motorguy

uknick wrote: »

I gave a BMW dealership 1 out of 5 stars (would have given 0 if possible) and received a call about two days later from them asking why. After discussions with them, I ended up getting £250 worth of body repair work for free as an apology.

Presumably because they had actually done something wrong?