Mercedes USA Challenges Its Dealers for Better Customer Service
Mercedes dealerships disappointed US CEO Mike Cannon when the latest JD Power Customer Service Index was published.
The survey measures satisfaction with maintenance and repairs among owners and lessees of 1- to 5-year old vehicles.
SEE ALSO: Cadillac, Buick Top 2014 JD Power Customer Service Index
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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Stephen covers all of the day-to-day events of the industry as the News Editor at AutoGuide, along with being the AG truck expert. His truck knowledge comes from working long days on the woodlot with pickups and driving straight trucks professionally. When not at his desk, Steve can be found playing his bass or riding his snowmobile or Sea-Doo. Find Stephen on <A title="@Selmer07 on Twitter" href="http://www.twitter.com/selmer07">Twitter</A> and <A title="Stephen on Google+" href="http://plus.google.com/117833131531784822251?rel=author">Google+</A>
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