This made me smile.
I was actually employed in the motor trade for a few years before I retired.
I couldn’t believe what went on in these places. The whole organisation is a joke. I was a service driver, picking up customers car, and delivering them back after the work was carried out.
The customer was asked to rate the service by giving a score out of ten, and signing a form.
Like the OP said, anything less than a nine was considered a fail.
Now these satisfaction ratings were asked for at every opportunity. Either face to face, or by email. And if anyone got a bad score, it was a capital offence.
Not only that, but pressure selling techniques are constantly being drummed into the staff on the service desk.
I was disgusted with what went on, and eventually, I was told not to speak to the elderly customers, who, every time there was a frost, would come in panicking because their tyre pressure warning light had come on.
I was told to check the tread depth, before taking the car into the workshop to get the tyre pressures checked.
Then the person in the service dear would tell the elderly driver, that the tyres were getting a bit worn. Trying to sell them new tyres. This was like a competition between dealerships, every month, who had sold the most tyres.
I used to tell the customer that their tyres were perfectly legal, and probably had another twelve months in them.
The whole system comes from America, where else?, and the staff go on regular courses to teach them how to pressure sell.
The biggest earner is the health check.
My Passat had to go into the dealer for a part fitting recently, they did the health check, and had pointed out over £2k worth of work needed doing. Yeh right.
So a customer says nah, I don’t want a 5 year warrenty, I want a 3 year one