Quote:
Originally Posted by 57years
No one on the factory side ever acknowledges the surveys are biased to make the "problems" as coming from the dealership side of the business. The dealers can see this, the independent survey makes can see this, but no,...not the factory reps or JD Powers. The surveys are completely unbiased representations of the way the facts are.
|
There's no question that there are a lot of variables when it comes to customer satisfaction and only some of them are within the control of the dealership.
As we've discussed, stair step incentives can have a definite impact on customer satisfaction and vehicle quality also plays a large roll.
Concerning vehicle quality, it's no secret that FCA has had their share of issues. As I recall FCA fired one of their execs who was in charge of vehicle quality and another recently quit.
Additionally, I get the impression that the biggest quality concerns that impact customer satisfaction are the issues that the dealers cannot repair because they're characteristic to the design - the shifting issues on the automatic transmissions are a good example.