Satisfaction Survey Form---does one exists?
Road Captain
Joined: Oct 2005
Posts: 524
Likes: 0
From: Dewey, AZ.
RE: Satisfaction Survey Form---does one exists?
Ive made 3 payments so far and have yet to see this so called survey....Im actually looking forward to getting one so I can speak my dislike about being sold a SERT and not needing it other to do a genaric download from Harley.
Road Captain
Joined: Dec 2005
Posts: 716
Likes: 5
From: Harley Home
RE: Satisfaction Survey Form---does one exists?
I received my survey and praised my dealer. I am in the car biz and I know how the surveys work. Trust me on this one give high scores on all of the questions unless your experience was really that bad. In the long run it does pay off! I do it all the time. I remember the clients that slammed me on the survey and my feeling is........If they think that last visit was bad wait until this time. Sounds bad but imagine getting a poor survey and losing your job but you did your best to take care of the customer. Things happen that are out of your control and you try to make the experience the best you can. But the client refuses to understand how your livelyhood depends on the survey responses.
Stellar HDF Member
Joined: Apr 2005
Posts: 3,108
Likes: 9
From: Lincolnton, NC
RE: Satisfaction Survey Form---does one exists?
I received two, one from my dealer and one from the MOCO. The only thing I answered negatively was that the dealer had me sign a false mileage statement. Paperwork said the bike had 6 miles on it. After paperwork was done and I was in the parking lot going over the controls, etc. with the saleman I noticed it had 12 miles on it. This is what I put on both surveys under "Additional comments". With the excitement of a new bike and me wanting to go riding I didn't mention it to the salesman at the time.
I later got a call from my sales guy, he was hoping I had not sent in the survey to the MOCO yet. They really try to get all "excellent" answers on their surveys and he was wanting to get me to change my answer on the survey. I had the dealer do a Stage 1 before I picked up the bike and I was told that's where the extra miles came from. The finance guy doing the paperwork simply entered the standard mileage that is on all new bikes and was not aware of the test ride after the Stage 1 installation. I don't have a problem with the extra miles, I purchased the additional warranty. But I felt I needed to answer the survey honestly.
Overall, I'm pleased with the product and very pleased with the dealership and the entire buying experience and I stated this on my survey. So far I've been back to the dealer 2-3 times since they received my survey and no one seems to be pissed at me.
I later got a call from my sales guy, he was hoping I had not sent in the survey to the MOCO yet. They really try to get all "excellent" answers on their surveys and he was wanting to get me to change my answer on the survey. I had the dealer do a Stage 1 before I picked up the bike and I was told that's where the extra miles came from. The finance guy doing the paperwork simply entered the standard mileage that is on all new bikes and was not aware of the test ride after the Stage 1 installation. I don't have a problem with the extra miles, I purchased the additional warranty. But I felt I needed to answer the survey honestly.
Overall, I'm pleased with the product and very pleased with the dealership and the entire buying experience and I stated this on my survey. So far I've been back to the dealer 2-3 times since they received my survey and no one seems to be pissed at me.
Outstanding HDF Member
Joined: Sep 2005
Posts: 3,475
Likes: 3
From: Southeast Wisconsin
RE: Satisfaction Survey Form---does one exists?
Got the initial survey for my new bike purchases within 2 months for each bike I bought. Like others have said, these surveys focus on the dealer but there are a few questions about the bike and plenty of room for additional comments. The forms are sent to California and I gotta believe that the only comments that make it back to Milwaukee are the ones that are repetitive. The individual dealers get the entire thing but they can't do much about design flaws and such. Personally, I would like the MOCO to send me a survey after about a year that deals strictly with the bike: i.e., comfort, problems, design issues, performance.
Stellar HDF Member
Joined: Apr 2005
Posts: 3,108
Likes: 9
From: Lincolnton, NC
RE: Satisfaction Survey Form---does one exists?
Personally, I would like the MOCO to send me a survey after about a year that deals strictly with the bike: i.e., comfort, problems, design issues, performance.
RE: Satisfaction Survey Form---does one exists?
Surveys are everything-for the dealer! It basically ignores manufacturer issues. It's all about how well has the dealer personel polished the turd. Many manufacturers base future dealer alotments and incentives on dealership composite survey scores prompting many dealerships to be 'survey chasers'. In our dealership (automotive), manager pay plans are partially based on survey scores whether fair or not. Case in point-client slams pothole and blows out 2 tires and cracks a rim. Client gets pissed that warranty won't pick up the tab for the cracked rim and slams the dealership on his survey. The only reason the client got the survey was because a bulb was replaced under warranty prompting the survey to be sent. The low score cost the the department managers nearly 4k in comission. Systems like this one turns dealers into prostitutes, IMO.
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