Earlier today, Automotive News' Larry Vellequette broke the story that Chrysler has broken with tradition and decades of work, and has ended both incentives and punishments for dealers that do not provide higher customer satisfaction. Chrysler will still do customer surveys by phone and email and send mystery shoppers out, but now the company will simply send the data to dealers and leave it to them to do the rest. While Chrysler has told dealers for decades that higher customer satisfaction will bring higher profits, they are now leaving that maxim as the only incentive for dealers to satisfy customers. The company is also dropping penalties for dealerships who don't build stores to the exacting specifications of the Dealer Standards program, which provided up to $200,000 per quarter to dealerships that met preset levels of service and facilities. Chrysler will maintain its standards but without penalties for dealers who..
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