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View Poll Results: How long do you think Dealer Standards will be in Hibernation?
Dealer Standards will relaunch 04/01/12 with even more money available for the dealers. 0 0%
Dealer Standards will relaunch 04/01/12 and make the same money available for the dealers. 0 0%
Dealer Standards will relaunch 04/01/12 but there will be less money available for the dealers. 3 23.08%
Dealer Standards will relaunch 07/01/12 with even more money available for the dealers. 0 0%
Dealer Standards will relaunch 07/01/12 and make the same money available for the dealers. 1 7.69%
Dealer Standards will relaunch 07/01/12 but there will be less money available for the dealers. 2 15.38%
Chrysler will end up scrapping Dealer Standards and create a different program. 7 53.85%
Voters: 13. You may not vote on this poll

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Old 12-16-2015, 03:43 PM   #16
mryan55
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Originally Posted by jayhawk View Post
any manufacturer mentioning customer satisfaction/dealer standards while having vpg's or any form of multi tier pricing totally pegs the b.s. meter!! spend some time in the real world, these programs destroy ours and the manufacturers credibility for generations. chasing numbers makes us untrustworthy.
100% the case... it's all about the unit... period, end of story. Until that wild chase for VGP ends we can't expect much in the world of CSI.
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Old 12-18-2015, 10:47 AM   #17
XDCX
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Quote:
Originally Posted by jayhawk View Post
any manufacturer mentioning customer satisfaction/dealer standards while having vpg's or any form of multi tier pricing totally pegs the b.s. meter!! spend some time in the real world, these programs destroy ours and the manufacturers credibility for generations. chasing numbers makes us untrustworthy.
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Originally Posted by mryan55 View Post
100% the case... it's all about the unit... period, end of story. Until that wild chase for VGP ends we can't expect much in the world of CSI.
Great comments. Your sentiments were echoed in the comments that followed a report I read in Automotive News about FCA's new program.

The pressure to hit VGA numbers can be huge and it all trickles downhill to the point where the customer feels the pressure to buy. VGA and its variants were not designed to deliver customer satisfaction - they were designed to sell vehicles - often at the expense of customer satisfaction.
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Old 12-18-2015, 02:00 PM   #18
mryan55
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We have become so used to pushing the 'unit, unit, unit' that I don't mind doing it. But if that is the end goal there should not be money tied to CSI as they are planning in the future.

If you look at our DMA the top VGP and MSR dealers have the lowest CSI scores, and the lowest VGP and MSR dealers have the highest CSI. Not a surprise?
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Old 02-24-2016, 01:35 PM   #19
mryan55
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It's back -- just in a different name!

The Customer First Award for Excellence is launching this year. Right now there is a training tour going around the country to get dealers on board. The program looks intriguing, but like Dealer Standard in the 2010-2012 era, all I hope is that there is some consistency with the program.

If there isn't consistency it is hard to get buy in.

If there isn't a sufficient financial carrot to chase, it will also be hard to get buy in.

We will see. I attended the meeting in Detroit back in January. There was a mix of corporate people from Auburn Hills as well as dealers, so was able to get a quite a few opinions and hopes for the new program.

Anyone else have any thoughts?
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