The Itty Bitty NOVA VW Committee

[WRXtranceformed]

Here's the deal on the surveys - they arent what you think they are.  Everything about that survey is used to ding the service writer on their pay if every one is not '5 star', even if it has nothing to do with how the service writer is doing their job.  The whole system of it is pretty fucked up, but it is what it is.

Either go to the dealership GM or take your business elsewhere and leave a review on yelp/google/etc.

This ^^

The easiest way to get what you want out of service-based professionals is to understand how they get paid and how you influence that.  When I am looking for new service departments I will bluntly find out if service writer surveys impact their personal KPIs.  If they do, I tell them I will make sure to fill them out 5 stars or whatever it is if they take care of me.  On the other side of it, if things aren't going well I have "held" a survey and told a service department that I'm willing to hold it and return it with 5 stars if they fix my issue.  That usually works if feet are being dragged.  If they don't care about getting poor ratings (ie. if they don't care about doing a good job even if it affects their livelihood) I have no problem blasting someone on a survey if its warranted and taking my business elsewhere.

I have had service writers look the other way and do a LOT of free stuff for me when they know that I know how I can help them get paid.  I have also brought donuts / pizza which helps stay on their good graces.