Below is an impression that I gained after being interviewed by JD Power for the 2008 vehicle quality survey.
Disclaimer
Unless we survey the survey
, there is no way of finding out how much my impression can be extrapolated.
The Experience
The interviewer was dressed appropriately and didn’t mind waiting till I finished work. which took an hour or so, and put me on the back foot as I was feeling guilty about wasting his time. he did put that guilty feeling to good use against me later.
He had met my Dad the day before and asked him questions about his Verna, and Dad had pointed him to me for my views on the other 2 cars in the family. My Swift D and my brother’s Endeavour.
I was a bit miffed when I found out that he was least interested in the Swift(they are dime a dozen), He wanted to talk about my brother’s endeavour which has done 8000kms, of which I have done quite a significant bit.
He didn’t seem to mind that the owner was someone else. He said it’s enough if they get a user experience, its not necessary that it be from the owner. Fine!
The interview was taped throughout.
Let me come out and say this, I was disappointed! Big time!
The whole affair was rushed.
The questions were worded clearly, but they skipped a few important bits.
For eg,
Qn1 What is the ride comfort during normal conditions? Out of 10, I gave it 8,Because on smooth roads, the ride is pretty decent in the Endy.
Qn2 Quietness of ride over harsh bumps- I gave another 8, because the car is pretty quiet when it goes over bumps, it’s the 2nd and 3rd row passengers that scream
As soon as I answered these questions I interrupted, because I could see that my answers would skew the results towards the endy having a good ride. Which is incorrect. It has an atrocious ride.
I could see lower down in the questionnaire that there was nothing about ride comfort over rough roads.
I wanted to retract my scores and give the Endy a “1” for both the above questions, but, the man didn’t let me. I was irritated, argued for a minute, then let it go. I didn’t want to waste anymore time with this joker. His excuse was that the interview was taped and he can’t go back and change it.
It was a very shoddy approach to a survey,he kept saying you have no problems in this section, no problems in this section etc, without going into the details of the questionnaire.
Eg:-
Engine and drivetrain section-
He says, you have no problems with the engine, I pause, uncertain, because, it’s true I don’t have any problems with the engine(I love it). But he should be thorough enough to go through each detail, rather than flipping the page before I can read all the questions. He kept doing that through the interview.
Another thing I noted was that the questions didn’t really touch on rattling as an issue. Which is probably why the swift got away with good ratings.
The questions about the interior were sounded downright silly. Asking about colour co ordination and what not rather than how things were put together. I have no problems with ford or Hyundai on that front, but maruti has a long way to go.
There was a passing mention about panel gaps, but I didn’t not hear any pointed questions about build quality
What seemed the worst was, that each agent had been given 1 or 2 brands and this particular agent was dealing mainly with ford. This agent choses the people he surveys independently.
That means he can cherry pick customers who give good reviews,
Also, it makes it easy for a manufacturer to approach an agent whom they know is dealing with their brand.
This particular agent also claimed to be part of a team setting up focus groups for Automobile manufacturers and has offered to get me into one of them, saying that it is good fun, and that they are conducted in Star hotels with plenty of gifts and freebies thrown in.
I’m not averse to gifts and freebies, but the whole incident has left me seriously doubting the integrity of our dear manufacturers and JD Power.
There was a sheet of paper that I was supposed to fill in, evaluating the surveyor. He did not let me fill it and snatched the paper away from me saying that he needed it as a master copy to take photostats.
By this time, I was barely controlling my temper, and hurriedly said goodbye.
To me, the whole thing stinks to high heaven.
People who have had different or similar experiences, would you let us all know?
I’m hoping, if we create enough of a ruckus, JD Power will sit up and take notice and stop trying to help the manufacturers hoodwink the public.