Received one today from Maritz Research to go along with two I received from the RDA Group and at least one other I can't remember...are you guys getting all these as well?

 

I just received one from Strategic Vision this week. Oddly, I never received the one you get from Jaguar asking you to review your buying experience and dealership.

 

I have.

Foosh may be agnostic when it comes to steering wheels but, sad to say, I've become apathetic when it comes to these surveys. Or should I say these Jaguar surveys?

In the past and with all the new cars I've bought over the years I would invariably enjoy filling these surveys out. The thing is - and this Forum probably has, indirectly, influenced me - I get the impression that Jaguar/Land Rover doesn't really care (what I have to say and, really sad to say, about their customers).

Don't get me wrong. MY experience with BUYING the car was stellar - and I wrote several stellar reviews for my dealer on various web-sites - but as far as "contributing" to JLR...not high on my list.

Wish I felt differently. (Your opinions may vary).

 

Agree RJ. I'm tired of these things. And even more annoyed at those dealer surveys where anything less than a perfect "10" is considered to be a failure. Manufacturers (in general, not just JLR) aren't interested in feedback, they are interested in bogus and meaningless artificially inflated survey scores that are probably far removed from the reality....

 

This thread discussion reminded me of my latest survey experience, which we received from MB regarding my wife's new C-300. Near the end of that survey were a few questions related to whether anyone at the dealership coached us with regard to the responses.

Interestingly, they did not. That's the first time I've seen that question on the dozens of car surveys I've filled out over the years, as well as the first time in recent memory that I've not been hustled by a salesperson in that regard. Perhaps MB is at least somewhat interested in honest feedback.

 

Precisely why I haven't returned any...

 

I've been coached by both the Audi dealership and the Jaguar dealership in that if I didn't give a 10 it means that they would hear about it and it was bad for them. I didn't respond to a Jaguar post-service survey because I knew I couldn't give them 10's and I'm honestly not sure that these are 100% anonymous.

That is interesting to actually see a question asking about that.

If you really want a 10, treat me like this:

 

All my salesperson did was ask repeatedly for a perfect survey...and then I remembered I did the same thing when I was in the biz.

 

I've also seen a few of those "were you coached about the survey scores" questions of late. It still doesn't inspire me with much confidence that these are anything other than a self-serving and ultimately pointless waste of time for all concerned. I always give 10s, though, as it does impact the comp of the individuals involved. It's not the service advisor's fault that the system is bankrupt.....

 

Hey RJ / Guys......Although to some degree I can understand your comments, due to many negative postings from various members about dealership experiences, parts pricing and servicing etc, on the other hand I do not...

Jaguar have appointed a JLR CRC (Customer Relationship Centre) manager for the UK, We've had them onsite now for some time, around 2 years in fact.

Jaguar have actually been in direct discussion with this forum in particular both directly and through their advertising partner for some time now.
I'm sure they take the members comments here very seriously and certainly do take note.

Anyone remember the all expenses paid visit for one of our members Thermo for the Worldwide reveal of the XE?
That was all Jaguar and their advertising partner

Remember the 4 members sent to Austin Texas car show I think it was?
Those 4 members also got an F type for the weekend to try out and report back on, that was all Jaguar too in conjunction with this forum.

Jaguar hosted a few of our members after offering VIP tickets to the exclusive US reveal of the all new XE

We are actively as a forum, speaking to Jaguar / advertising partner at present about the possibility of a CRC representative for North America and perhaps Canada......it's being considered.

Bearing in mind all of the above, to say Jaguar aren't interested couldn't be further from the truth in anyway shape or form.

I've been a member of a VWAudi forum for about the same length of time as I have been on here.......never, ever in all my years have I seen them make the slightest effort to get involved at any point.

There may and I stress may be other things in the pipeline in the coming weeks and months, again this driven by Jaguar.

I have also stressed to them the importance of listening much closer to the comments, needs and wants of the customer base, many of whom may be represented here and I honestly believe they are.

Thanks

 

That Jim is all we can really hope for...is that they'll at least listen.

The stereo and navigation issues should be unheard of in a car of this class...

 

Like I said, I wish I felt differently. I base my comments on:

1) The general impression I get from reading many of the posts written here expressing dismay and the lack of attention from J/LR. This, of course, is second-hand experience but also why I use the word in "general".
2) My first-hand experience - in flying to NY for the express purpose of a Madison Avenue Sports Car Driving & Chowder Society meeting featuring the Product Manager of the F-Type - left me cold. While he gave an excellent presentation and knew his stuff, his "buy the car, you'll love it" is stating the obvious but also lacking in what I would deem the personal touch. If I knew someone was flying to and from NY because he or she was interested in buying an F-Type you can be sure I would go out of my way for that person. This isn't my ego talking, but my wallet (and goes towards brand loyalty).
3) I don't like being cynical but I suspect these surveys provide the surveyer with the most valuable ($) information there is; our personal information (many say that the information provided will not be sold to others but who knows if this is true)***. Again, and in the past - and even in the future - I usually enjoy participating in helping and/or promoting a brand I believe in or helping a person in need of help. (I like being charitable). When I owned Acura NSX's I moved mountains to help promote their brand/car and Acura showed their appreciation in numerous and very generous ways.
4) As I've said, my personal experience in buying the car from my local dealer was excellent - and I have and will be happy to help "promote" them and steer business and referrals their way whenever I can - and I would anticipate future dealings with them to be the same. My relationship with the GM and sales person "assigned" to me there is as good as it gets and I can't imagine that not continuing. I have no axe to grind against Jaguar - the brand and company - and want to see them succeed! I also want them to care.
5) If I thought that my filling in this or any survey would truly be read by the powers that be - and that my voice would be heard (and utilized in some meaningful fashion) - and in this case that would be J/LR, then I might actually get excited about doing so. Until then...I'm not feeling as warm and fuzzy as some might like. Like I said, I don't like feeling this way.

***The day before I picked up my F-Type I received a post card from Jaguar about the new F-Type. Addressed to my wife! Now...I never provided anyone with my wife's information so how did it come to pass that she would receive such a mailing? (The day before I'm picking my car up is sheer and remarkable coincidence). I can only surmise that sometime after buying her a new BMW back in 06 - and filling out whatever survey I might have received, in her name, her name was open game for who knows what marketer. I'd love to know.

 

See m comments below in bold

 

Hope I didn't stifle any discussion in this thread, that wasn't my intention

Of course we welcome all findings, hopefully positive, but any negatives may be forwarded to Jaguar, we believe they are interested.

On that note I'm discussing with them at the moment in the hope of opening a "dealership experience" type thread.
The thought is to get comments on any experience of new / used sales, parts and servicing....the whole experience on customer service, pricing etc and pass on to Jaguar to hopefully take onboard.

 

Ok, Jim. I'll pick it up again for you.

Here's the thing... I have owned my Jag for just over two months now. When doing the paperwork with the dealer the day I bought it, I got the standard request for rating them a 10 on the post sale survey, and truthfully, I probably would. I enjoyed the sales experience with them. BUT... What post sale survey? I haven't heard "boo" from JLR .

I'm a platinum frequent flyer, and I take the time to complete every single survey they send me. It's usually 2-3 per month, and I'm only spending a few hundred dollars each time I fly. I genuinely want to see my preferred airline get better and better, as that comes right back to me eventually in a better flying experience.

I expect my preferred companies to engage me in surveys, if only to understand what my purchase motivation(s) were, so they can then engage other customers in a similar way to close more sales. It benefits us all to see JLR thrive and grow.

At least the dealer rang me last week to invite me to a motorsport event, which I was very chuffed about, but that is good marketing on the part of the dealership group, not JLR per se. It wouldn't take much for JLR to make a simple acknowledgement in the form of a "thanks for buying our top-end production vehicle" letter, or yes, even a survey, to make you feel like JLR are interested in you after they take your money and you drive away. If I had a customer spend over a quarter of a million dollars with me on a single purchase, I'd be falling over myself to be sure they were happy and telling everyone else to do the same.

Are we just another faceless number on the monthly JLR sales report? Feels a bit like that. On the plus side, at least the car makes me feel loved.

 

Thanks Oz, that's great feedback, or not depending on which way you look at it..lol

I guess that's the type of feedback we're looking for, also on pricing of parts, service and attitudes of service reception staff / techs etc when in for any remedial / warranty work.

It all helps to go into the pot, especially so if we get the go ahead to begin the thread as mentioned previously

 

Jim, great discussion and thanks for all the insights. With that said, I think you only need to look at the abysmal way Jaguar has handled things like the locking fuel filler and audio challenges to see why members get frustrated with the brand. They fall down on the basics and they forget that people who can afford 100K+ cars have a lot of choice and, in general, pretty fungible brand loyalty. Loyalty has to be a two way street. I can tell you with absolute certainty that whomever "Carmen" is at JLRNA "customer service", her attitude and demeanor on my interactions with her were appalling and will absolutely have an impact when I get my next car - and I've bought six in the last 2 and a half years. While I really like the car, I absolutely don't have much in the way of a warm fuzzy about the brand and its view of what is acceptable level of service and engagement for a supposedly premium brand. In my judgment and in my direct experience, Jaguar has a lot to learn about how to engage with premium customers and how to maintain brand loyalty.

 

Club Lexus Forum has recently engaged Lexus Customer Service with their forum members and received very positive feedback for doing so. Perhaps you can engage Jaguar in a similar way? I've linked the announcement from the ClubLexus forum below for reference.

Club Lexus Forums - Announcements in Forum : GS - Fourth Generation

 

Thanks Swajames - appreciate the comments, exactly what we're looking for although positives would be nice too when they're worthy of mentioning of course.
Any feedback has to be truthful and accurate or its worthless

Thanks Biernut - we have this existing with a Customer Relationship Centre rep although specifically for the UK at present. We are still hopeful that the US and Canada will get theirs too shortly

 

I would agree with all the comments made. I've written up a few of my experiences and as others have said, often when things go wrong and in life they invariably do - its how the dealer or manufacturer then handles the issue that makes or breaks how we feel.

When I collected my new car from the dealer, on my way home the rear number plate fell off because they'd used the wrong screw holes. Unfortunately this damaged the paintwork. It took the dealer 8 weeks before they arrived at a solution despite regular calls.

I then experienced a faulty cruise control switch which took 1.5 months to come in. But the annoying bit came when they had booked me in and then lost my booking. So what had originally been a long delivery became miserable when it took weeks more waiting and wasted time.

When I had the faulty coil pack issue - the dealer got on top of it right away because the dealer principal managed it personally.

My audio issues are well documented on this forum - as are many others - 2 dealerships have had the car 4 times over 4 weeks trying to fix it. I spoke to the CRC on 10 separate occasions during these 4 weeks. They persist in asking me to give it to the dealer again without making any incremental effort or explanation as to why this time will be any different from the previous four occasions.

Jim, I know as a leader on the forum you want to solicit the engagement of Jaguar for the benefit of the participants. You also hold a position of considerable influence in their eyes and I would ask that in your discussions with JLR that the community help them understand that they do not meet the expectations of many owners. Take for example one of the owners who had to use lawyers over a period of 8+ months and poor paintwork before they would finally change his vehicle. These negative experiences are not a small minority. Many of us love our cars, but this dark side to the brand needs discussing.

As with the Jeremy Clarkson situation, its only when the noise reaches a certain level that people sit up and truly listen ;-)