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Chrysler complaints dropping

by David Zatz on

According to Mopar CEO Pietro Gorlier, who also has responsibility for working with Chrysler dealerships, the company has been getting fewer complaint letters from customers, especially given its increase in sales. Mr. Gorlier told Allpar last year that he tried to read each letter himself.

While Mr. Gorlier noted that “the more Chrysler becomes successful, the more customers are becoming demanding,” he also said that they were seeing both a trend of fewer complaints, and “a significant improvement in the satisfaction of the customers that are calling us to sort out problems.

The time to sort out problems, the response time, is becoming much better. It took a while to get to that point, but in the last 18 months, finally the trend is going the better way.”

Mr. Gorlier credited the decline in complaints to

 higher quality vehicles, improved internal processes, and better communication with dealerships. He also said that, while there was no guarantee that a customer would get what they wanted, “

everyone who is writing to us is going to be contacted, the case is going to be analyzed, and there are no automatic answers or no automatic ways of dealing with a problem. We may say no, but that is after an analysis of the case.”

Mr. Gorlier also talked about steps Chrysler was taking to increase customer satisfaction and involve more dealerships in acting on feedback, state of the art technology being adopted by dealer service areas, the Express Lane service, and the Mopar brand. Full details will be posted next week.

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