Customer satisfaction surveys: predictive dialing

[phrider]

I don't have a problem doing the customer satisfaction survey for BMWNA.

However, I do not like the way their survey contractor does the survey. Their research firm uses a predictive dialer, which calls multiple parties simultaneously and then hangs up on whoever doesn't connect first. This is identical to the technique used by telemarketers, and it annoys the living h*ll out of anyone at the number being called.

The surveyer played dumb about this issue, but it has occured too often to not be the case. I get a series of single ring / dead calls several times per day on the phone line used for the survey until the surveyer finally connects. Then the frequency of the dead line calls drops to nearly zero.

I have even asked not to participate in the survey because of this issue, but that doesn't seem to work either. :mad:

So this time I gave 5's to all aspect of the experience, but marked down the total experience noting the annoying technique of the survey calls. I'm posting this in case the word doesn't get back to BMWNA about this problem.

[FalconGuy]

You wont believe this but as I was reading your note this happened to me.

I swear im not making this up....

I had been waiting for this call with bated breath though after my HORRIBLE first service experience. :thumbdwn:

I have a job where our reviews by clients are as important to us as the BMW system is to sales/service types. I don't take giving someone poor ratings lightly, I just gave the lady 4 paragraphs of details of my bad experience. Has it been the experience of those here that such a review gets action?

I am still freaked out that I had this actually happen while reading your post..... :eeps:

[phrider]

Has it been the experience of those here that such a review gets action?Yes, I have gotten action on anything less than fives.

Do you also mean you were getting the annoying dead line calls, too?