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Chrysler dealers anchor satisfaction ratings

by David Zatz on

In this year’s J.D. Power dealer customer satisfaction survey, the top brands for mass-market dealers are Lexus, Mini, Buick, and GMC, ending in a statistical dead heat. (All luxury brands except for Land Rover, including Lincoln, BMW, and Volvo, would have scored in the top tier of mass-market brands.)

Nissan and Toyota gained the most of any mass-market brand, but failed to score above average.

Chrysler has reason to be concerned, as Chrysler brands all finished significantly below average — indeed, Dodge was the lowest rated, and Jeep was only “beaten” to the bottom by smart and Suzuki. (Chrysler, Subaru, Mitsubishi, Ram, Scion, Jeep, smart, Suzuki, and Dodge scores were not statistically significant from each other.) The average range was taken up by (in declining order) VW, Kia, Honda, Nissan, Mazda, and Toyota. Above average were Chevrolet, Hyundai, and Ford. The top tier, as noted earlier, was Mini, Buick, and GMC.

Every Chrysler brand was in a lower satisfaction category than all other major brands.

Some of Chrysler’s efforts to work on customer satisfaction with dealerships are detailed in this interview with service leader Pietro Gorlier.

David Zatz founded Allpar in 1998 (based on a site he had begun in 1993-94), after years of writing reviews for retail trades. He has been quoted by the New York Times, the Daily Telegraph, the Detroit News, and USA Today. Before making Allpar a full-time career, he was a consultant in organizational psychology. You can reach him by using our contact form (much preferred) or by calling (313) 766-2304


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