The Dealer Question - Results
- The original question:
“This survey is going to be the basis of a Blog entry, so I hope the response is strong
The idea is this: We know the quality of CG vehicles is markedly improved. The dealer network has long been an Achilles’ heel. Is it still? What say you?
It’s my contention that the level of service at the dealer (who for most people ‘is’ the automaker) plays a large role in vehicle satisfaction and overall perception of reliability.
Comments & stories welcome!”
28 votes
Excellent overall; both sales and service - 9 (32.14%)
Had a good sales experience, but service has been lacking - 5 (17.86%)
Service is great; gotta watch that sales staff! - 5 (17.86%)
Sales/service about the same: average - 4 (14.29%)
Neither are any good, the bums! - 5 (17.86%)
While it’s hard to be definitive with a small sample, the results are interesting. While saying that 32% of repsondents think their dealership experience has been good all around may not cause jumps for joy, it’s still significantly higher than any other category.
Intriguing that the 2nd and third questions equalled each other - and “average” garnered the fewest responses!
Some general impressions on the comments put forward:
- It didn’t surprise me at all that service was viewed as a bigger ‘deal’ than the sales area; simply because it’s visited more often.
- Some good points were made about support being lacking at the corporate level and them being held out to dry in front of an angry customer.
- An important point was made on the initial attitude of the customer; essentially don’t walk in with a chip on your shoulder with no reason.
- An obvious point maybe, but independent shops can be as lousy as any dealer (four transmission jobs on a 90 Acclaim attests to that..once was delivered with no coolant in the motor1)
So those are some of the highlights; some great stories in the original thread, linked above.
Thanks to all!
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