So my wife and I (yes, my wife. Try to keep up.) recently purchased a Hyundai from a local dealership. We’re quite enamored with the car, a 2010 Tucson I’ve nicknamed “Tusker” because it totally looks like Halo’s Warthog. The service has been pretty standard – our salesman was likeable and had about four billion rip-off “add-ons” he wanted to sell us in addition to the car. We can’t hold company policy against him, so we bought the car.
However, when we were done the sale, he showed us the Hyundai customer satisfaction survey we’re going to get in the mail soon. We had to rate him in a number of categories from 1 to 10, and he told us that Hyundai’s policy was assign a fail grade to anything but a 10. Each field might as well be “did you love your associate, or should we fire him?”
Now there are two possibilities here. One is that our salesman was as unscrupulous as a car salesman’s reputation would lead one to believe, and he’s lying to get perfect scores. Or even that his dealership encourages the lie to look better on paper. It’s possible.
But the other possibility is that Hyundai is really shooting itself in the foot. What’s the point in a survey that’s so clearly skewed? You don’t get any actual feedback – you just encourage employees to circumvent the system. It’s one thing to strive for perfection, but it’s another thing to ignore the road to getting there. Part of that road is honest feedback.