JD Power Satisfaction Survey

[Larry C]

I had my first service (oil change) in November 2022. Since then, I’ve received at least a half dozen phone calls and emails stating that I’ll be receiving a JD Power satisfaction survey in the mail regarding my recent visit, and if I show or email the completed survey to my service advisor, I will get my next oil change for free. That’s worth about $450 at the dealership.

As of today, I never received any survey. When I reach out to JD Power, they tell me to call my dealership. I’ve reached out to the individuals who have called or emailed me and no one has ever responded.

Has anyone had a similar experience? My last service was exceptional but the process of receiving the survey is broken. This is a classic case of overpromising and under delivering. Unfortunately, for the dealership (and me) I’ll remember this as the the fake free oil service.

[911R]

No problem for me Larry as I responded to the first survey. My salesman asked me to do it for him.

I hit #10 across the board with comments as 'excellent'.

If I didn't fully agree, I would not be on my 8th Porsche 911.

My bank account is fully addicted to all Porsche cars. However, I am not buying one of their "Porsche Design" $5000 watches.

2023 Porsche 911 Turbo:

2023PorscTurb4.JPG (1.44 MiB) Viewed 1042 times

[Larry C]

My problem is not my failure to respond. It’s getting the survey.

[audi4t]

I received a JDP survey for both my 2022 Porsche and my wife’s 2022 Lexus.

For both I was able to respond online.

The surveys are very comprehensive and pages and pages long !!!!

I seem to remember completing each survey was at least a 20 to 30 minute effort in order to do it accurately.

BTW the JD Power survey is totally different than the Porsche Satisfaction Survey.

[blueline]

I received a JDP survey for both my 2022 Porsche and my wife’s 2022 Lexus.

For both I was able to respond online.

The surveys are very comprehensive and pages and pages long !!!!

I seem to remember completing each survey was at least a 20 to 30 minute effort in order to do it accurately.

BTW the JD Power survey is totally different than the Porsche Satisfaction Survey.

Correct on all points. The JDP survey is ridiculously long - it's a pain. Also correct in that JDP has nothing to do with Porsche's satisfaction surveys.

[blueline]

Another thing is that Porsche NA and dealer groups who own franchises of all makes are pushing dealerships to the max regarding satisfaction surveys. Some will tie a portion of dealership employee compensation or bonuses, based solely on the results of the surveys. Porsche NA also grades surveys and, while I cannot substantiate this, many manufacturers, including Porsche, will at times tie allocations to surveys.

And then there are the countless spam surveys and spam extended warranty scams. For several years a bad actor somewhere in the world was harvesting thousands of general manager names from thousands of dealerships across the U.S. of all makes and sending letters to customers regarding extended warranties, making it seem that the dealership's GM had sent the letters. Total fraud and BS with 800 numbers to Spam City. The same is true for many "surveys", some of which might be fraudulent attempts to lure in the unsuspecting, This could easily be the case for the "free" oil change to OP was wondering about,

[Tom]

Another thing is that Porsche NA and dealer groups who own franchises of all makes are pushing dealerships to the max regarding satisfaction surveys. Some will tie a portion of dealership employee compensation or bonuses, based solely on the results of the surveys. Porsche NA also grades surveys and, while I cannot substantiate this, many manufacturers, including Porsche, will at times tie allocations to surveys.

And then there are the countless spam surveys and spam extended warranty scams. For several years a bad actor somewhere in the world was harvesting thousands of general manager names from thousands of dealerships across the U.S. of all makes and sending letters to customers regarding extended warranties, making it seem that the dealership's GM had sent the letters. Total fraud and BS with 800 numbers to Spam City. The same is true for many "surveys", some of which might be fraudulent attempts to lure in the unsuspecting, This could easily be the case for the "free" oil change to OP was wondering about,

I've purchased two new Porsches in the last 6 or 7 years and, to the best of my knowledge, never got a JD Powers survey. I guess they don't send to everyone. I do get surveys from Porsche about my dealership. They seem to send those after just about every interaction, and often ask "yes or no" if the experience was "truly exceptional." I really like my dealer, so always answer yes, but how often can you honestly say you had a truly exceptional experience scheduling an appointment...? Reminds me of those company FAQ lists with questions that no one asks just to promote themselves -- "How is it possible to make such an incredible, life-altering product at such a low price?" --etc....

[blueline]

Another thing is that Porsche NA and dealer groups who own franchises of all makes are pushing dealerships to the max regarding satisfaction surveys. Some will tie a portion of dealership employee compensation or bonuses, based solely on the results of the surveys. Porsche NA also grades surveys and, while I cannot substantiate this, many manufacturers, including Porsche, will at times tie allocations to surveys.

And then there are the countless spam surveys and spam extended warranty scams. For several years a bad actor somewhere in the world was harvesting thousands of general manager names from thousands of dealerships across the U.S. of all makes and sending letters to customers regarding extended warranties, making it seem that the dealership's GM had sent the letters. Total fraud and BS with 800 numbers to Spam City. The same is true for many "surveys", some of which might be fraudulent attempts to lure in the unsuspecting, This could easily be the case for the "free" oil change to OP was wondering about,

I've purchased two new Porsches in the last 6 or 7 years and, to the best of my knowledge, never got a JD Powers survey. I guess they don't send to everyone. I do get surveys from Porsche about my dealership. They seem to send those after just about every interaction, and often ask "yes or no" if the experience was "truly exceptional." I really like my dealer, so always answer yes, but how often can you honestly say you had a truly exceptional experience scheduling an appointment...? Reminds me of those company FAQ lists with questions that no one asks just to promote themselves -- "How is it possible to make such an incredible, life-altering product at such a low price?" --etc....

Exact same experience here. Every service visit, even if I'm just having them change out winter to summer tire/wheels sets (and vice versa). I do the same as you - reply with "they're the best!" However, it does become a bit meaningless after awhile but I guess it keeps the powers that be content so I'll always play along.

[Leader]

It’s disheartening that these “customer satisfaction surveys” are still in use.

With the dealers openly soliciting “all 10s, please” and offering a free future service for a survey’s positive completion, how can the aggregate results of any such survey mean anything to anyone?

I don’t respond to surveys at all anymore. The manufacturers shouldn’t base any decisions on their results.

[911R]

Heck, I will help my salesman and my dealership. It takes about 5 minutes to do the survey.

I privately think that good opinions help a guy to get rare cars and better prices. Nothing is private on the interweb.