I had a wonderful experience with Bergstrom, they let me know what could possibly be the issue and checked on me while they were fixing my car. Thankful for them saving me after my awful Dorsche experience.
I brought my vehicle in to have a software update done on my vehicle from a TSB that I had to find since the dealership wasn't aware of it. It was because the backup camera was way to bright at night. There was no way of adjusting it since GM took that option out for the 2017 models.
This is a very strange way to run a survey program. After I submitted a negative review of Chad in the last survey, he called me 10 minutes later and left me a very nice voicemail. I'm disappointed that Bergstrom would put their employees and customers in such a socially awkward situation. I had expected that my feedback would be used by Chad's leader to coach him up a bit when it comes to follow up. I can only imagine how he felt receiving my words directly and I apologize to Chad if my remarks were at all hurtful.
Unfortunately, Chad's timely follow up has had the opposite of it's desired effect. Now I won't set foot in that service center ever again because I'm embarrassed to face Chad knowing now that my negative feedback went directly to him and he knows it came from me. That just sounds painfully awkward for both of us.
Furthermore, you should know that when I completed my last survey and gave a 1 of 5 stars and a 4 on the NPS question, the next screen asked me to share my review on several other sites. I don't think you really want me to do that. The survey program used by my employer doesn't prompt people giving low scores to share them on other sites. Seems like a bad idea.
This survey program needs work. Survey results should never go directly to the associate, it should go to their leader and be discussed in a coaching session. The associate should never be the one to follow up with the customer. And you shouldn't ask people giving you low scores to share their negative feedback on other sites.