Is that a strike against HCA, or the dealership, or the service manager?
Car dealerships are both dependent on the manufacturer, and independent of the manufacturer’s control.
I put 100% of this on the service manager and to a lesser extent the dealership that permits (or worse yet encourages) them to operate that way. HCA is a long way away from this problem.
Correct. They are afraid of getting downgraded by American Honda Co, Inc. who sent the survey. I assume they are the Honda marketing and distribution arm of Honda in the USA.
I left them a bad Yelp! review and they are really pissed now.
Hey, hearing aid manufacturers and retirement planning advisers would love to talk with you over a lovely rubber chicken meal.
As for car dealerships - one time I was waiting around in the showroom for help on something and started leafing through their customer satisfaction surveys which they had in a big looseleaf notebook on a shelf. I read a few doozies of negative reviews, wandered off and came back a few minutes later to find that someone had flipped from the negative pages back to pages showing stellar reviews. 
I’ve bought things on eBay fewer than five times. I have never responded to an opportunity to rate the experience.
Regarding the people who want to give all 5s: I used to work for a company (25+ years ago, no longer in business) who threw out surveys with the same score on every question, as they made the assumption that the person wasn’t really reading the comments. Anyone else ever encounter this idiocy ?
Where I work, the client surveys are actually read and passed on to the relevant people. I’ve seen actual, positive, real-world actions result because of them. So I encourage our clients to fill them out.
But I realize we are probably the exception.
Even if someone actually bothered to read my survey, or passed it on to someone who might be interested, do I really have to fill out a survey for EVERY interaction or transaction I have with a company?
I’m seriously considering changing banks, which would be a real pain the the ass, because every time I go the bank, even just using the drive through ATM, I get a survey sent to me. A “once a year how are we doing” survey would be fine, but not for every transaction. That’s where I draw the line.
I am pretty sure that they don’t really want me to fill out a survey. Apparently my standards are higher than those of most of the companies I deal with. I rarely get outstanding or exceptional service. That’s what makes it exceptional.
How likely are you to recommend this service to others?
5 stars would die again.
How satisfied are you with the scheduling process?
I had to wait a bit but is not like I could’ve been doing anything with the time.
I always complete the ones from Kaiser about my doctor and dermatologist visits. I give them high marks because they both treat me extremely well and I want them and their department heads to know how much I appreciate them.
I also always fill out surveys asking about my latest stay at Best Western, but that’s because when I do they give me 250 rewards points.
Often when I’m streaming/binge-watching a show, at the end of an episode, I’ll get asked if I like it, love it, or “not for me.” There’s also an addendum telling me that my response helps them know what other shows they can recommend.
I DON’T WANT THEM TO RECOMMEND SHOWS TO ME!
Maybe I should always say “Not for me,” and eventually I’ll train them to stop asking.
This is the heart of the issue. Corporate America has largely decided that customer satisfaction surveys and ratings are an important metric, and so, the push to “tell us how we did” has become annoying and repetitive to consumers.
In my own life, the two biggest offenders are Target, and my local Ace Hardware. They pester me to fill out a survey for every single transaction, no matter how small: if I swung into Ace to buy a furnace filter, I was in and out in two minutes, and needed no help – there’s not a lot I can even say about it.
I’m a market research and advertising professional, and I just ignore the continual pleas to take surveys, unless I feel the need to give praise or critique for a particularly good or bad interaction.
A big difference with your surveys is it’s professionals dealing with professionals, and the worker is being rated on 10 or 20 hours of concentrated interaction with the customer. And you only have a few workers at your location in your role. So a dozen-ish surveys per week.
Contrast that with the call center at a major bank or credit card company where 1000 call center workers each deal with 100 calls per shift. If they had 100% survey participation from the customers, management would be evaluating 100K surveys per day.
Which means their “evaluation” consists of a database query that averages all the scores for a shift then whining at the workers every day that number is less than 4.99.