Out of Touch – Subaru don't ever do this again!!!
Are companies really listening to you?
I was not sure where to write this post, on this blog or on my personal blog. Ultimately I choose this blog. True to the purpose of this blog, I am documenting my entire experience with my car and Subaru for the term of the lease, and the post belonged here.
I picked up the mail today and in there is a letter from Maritz Research, Intrigued I opened it and found 2 items inside the envelop.
1) A Survey: “2009 Customer Satisfaction Study”
2) A Check, my reward for completing the survey.
The survey which can be filled online http://www.maritzarg.com/ca/ has 8 pages packed with questions. You name it, they asked it. I honestly dont mind filling surveys and giving feedback. But this survey pissed me off. Why? two reasons.
1) This survey is not from Subaru, there is no indication it is. I swear it looks like Subaru gave my data to this weird company who now wants to collect more information on me. I quote from the letter. “The manufacturer from whom you acquired your vehicle provided your contact information to Martiz Research. Martiz Research is committed to protection your identity”… Then the kicker “Your involvement is vital to the success of this research; therefore, enclosed is a token of appreciation for your reply” (The check is the token).
Subaru if you sold my data, shame on you. DO NOT EVER EVER DO THAT AGAIN!!!!!!!
2) The check, is for $2. yes two dollars. Now dont get me wrong, two dollars is two dollars. But come on, what planet do you poeple live on, what an insult, 2 dollars? I dont know who is worse this Martiz scam or Subaru?
In anycase, I am so annoyed. How dare you Subaru sell my data for 2 dollars? How out of touch are you people. Do you not have a product manager who knows what a blog is? Do you not have someone who looks at the survery web site and say this is wrong? (See the link, i urge you, does this Maritz company and its website look trust Worthy?)
You want my feedback on your car read my blog or other blogs and news groups where Subaru owners are giving you good meaningful data. Be involved, reply to a blog post, be human. Dont sell my data and send useless surveys attached to a $2 check. Want feedback on your engine, you got it here. A review on your bad radio – check, a review of the interior – check, feedback on gas consumption – yup got it. On and On, its there; you just need to listen.
Many people read this blog, Many have sent asked me directly about the car before they bought. Even thought I had a garbage engine, I still said this car is great, But this survey totally changes my perspective. Subaru the world has changed, those tactics dont work any more.
Subaru/Maritz, you can take your $2 check and stick it.
What do you guys think, do i have the right to be upset? Am I making a big deal out of this
You are absolutely right. Subaru was supposed to make money from selling great cars and taking care of their customers not by passing personal info. I was about to buy one wrx265 but the continuous string of broken engines with the same pattern made me think twice. Every week you see at least another case on nasioc forums (they have like 33 documented cases) and Subaru says nothing. And now this unfortunate choice of handling the customer satisfaction. I have to agree with you, Subaru started to be … out of touch!
Subaru have are not perfect, like any other car maker, but in this case I think that the problem is your dealer, not subaru. You see I did purchase a WRX265 in montreal and I never got that survey thing. So I dont think that SOC is selling your personal info but I may be wrong because I dont think I own my car for as long as you do. If I ever recive that survey thing I will keep you informed.
In the meanwhile, enjoy that great car
*** Subaru are not*** sorry for the error…
I have been getting these surveys too. Mine is coming from J.D. Powers which is an American company that gives car reviews. They sent me two of which I threw in the garbage. I got one the other day that had a dollar in it. I kept the dollar and trew out the survey. I agree with you 100%. I don’t want to be bothered with some survey. I’m not sure where they got my information at from the dealer or Subaru. I haven’t had any problems with my WRX yet.
I am a market researcher and will contribute a few thoughts (which you can take or leave). The $2 check you received was based on the concept of reciprocity… basically they want you to complete the survey and feel by giving you some money they think that you will think you “owe them something” (i.e. completing the survey). They send a check because they know not everyone will cash it. I doubt Subaru “sold” your data, but rather paid a hefty amount to get your opinion about their cars so they could make them better (I’m guessing with incentive this cost Subaru in the hundreds of thousands of dollars…).
CAVEAT: You need a password to take the survey and without seeing the questions it is hard for me to analyze the ulterior motive.
And the comment about J.D. Powers… They are biased research at its best. I believe you have to PAY J.D. in order to claim you were the winner of their surveys. If you don’t pay them, they move on to 2nd place (and will disqualify your first place finish, awarding the 2nd place finisher a 1st place price if THEY pay J.D.). It seems all too shady to me.
Interesting…I was planning on filling out the Maritz survey, but after reading the comments, I have decided not. Yes I got a check for $2, having trouble finding the proper place to fill in the survey, and I have a new Toyota. So, who is giving out the info? I think the companies of the vehicles… Not impressed.
I am not sure about Maritz, but I agree with Alex.
SOA and SOC make cars. That is their business, not market research. They subcontract that out to companies like Marits which specialize in market research. The 2 dollars. Yes it is common practice for a true survey to offer a reward for your participation. A guilt offer if you will.
I wouldn’t take offence. I’d fill out the survey and cash the check. If magazines and junk mail show up from SOA /SOC selling your info, then I would become a little peeved.
I bought a new Subaru a couple of years ago but never received the Maritz survey. I just got one today, though (with the cheesy two dollar cheque) after purchasing a new Ford Pickup. You’re right that it’s ridiculously long. I started to fill it out, then realized: wait a second! Half an hour of my time is not worth $2. I bill at $60 minimum, so a cheque for $30 would just about start to cover it.
Screw it. I binned the whole thing.
This is standard market research. No one sold your info, they’re actually reaching out to you asking for your feedback. I read your 1 and 2 week reviews and you had some complaints all of which were followed with ‘Subaru, are you listening?’ Well they are through this survey. Sorry they’re not going to read your blog but they will read the survey you complete.
Complete it and mail it back and everyone benefits…
dr
Hi dr
Thanks for reading the blog and leaving the comment. I really appreciate it, even though I totally disagree.
I never dealt with Martiz, its an organization I do not know and one that I did not give my personal information, Subaru did and the unfortunate part is the survey is mostly unrelated to the car or the purchase.
I should actually end every blog post with Subaru are you listening, not because I want them to read my blog, but because they absolutely should read my blog, and not because of my posts, but because of the many comments left by folks who come to this blog and engage about this car.
I understand your feelings, believe me – I work in Market Research for a financial institution. The truth is, my company provides financial services and Subaru makes cars. I (and Subaru) hire such organizations to conduct these surveys on our behalf as we simply do not have the resources to do it ourselves. They did NOT sell your information as, quite frankly, it’s illegal to do so, unless Martiz is a subsidiary of Subaru (it isn’t). In fact, Subaru is paying them to conduct this survey (and it’s a good amount)! Now generally speaking, it is a good idea to send an advance letter out to inform candidates they would be receiving the survey and to encourage them to complete it and mail it back. Something like this will increase response as it can legitimize the survey (I do this whenever the budget allows and it is a tremendous help).
Were there any open-ended questions on the questionnaire? If so, that’s your ticket to express everything you don’t like about the product. Believe me – they are reading these and they do listen!
Some companies are hiring research firms to read blogs to get a sense of what the online community is talking about with respect to a given product. Truth is though that this type of research is new and not exactly accurate.
Bottom line, complete the survey, tell Subaru how you feel about the car and hopefully, with enough responses, changes will be made in time for when you trade you ‘09 in for ‘14!!
Enjoy the ride!
dr