Mercedes dealerships disappointed US CEO Mike Cannon when the latest JD Power Customer Service Index was published.
That is because despite several dealer training programs launched in recent years that cost Mercedes about $40 million, the brand only managed to climb one position on the JD Power survey. That puts the brand at number eight on the luxury list, which consists of 12 companies in total. That also means that Mercedes customer service is below the industry average.
The survey measures satisfaction with maintenance and repairs among owners and lessees of 1- to 5-year old vehicles.
Because of the brand’s relatively low score, new initiatives are being put in place to motivate some of the dealers that rank low on Mercedes’ internal customer service ranking. First, the bottom 170 dealers will be required to cover the cost of a consulting team, which will visit the dealer twice a year for three days at a time to determine weak links in their processes.
Dealers in the top half, but not in the top quarter, will be asked to pay for one consulting session a year. Cannon said that each consulting session will cost several thousand dollars.
[Source: Automotive News]
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