I suspect, with Chrysler still sending and compiling survey results, that can give them ammunition to do re-checks with the dealers to see how particular complaints might have been addressed or otherwise taken care of. The program might end up lasting a year of so, I suspect, before some real long-term results might be compiled and considered.
This can be "Theory Y Management" at its best, too. "We're all in this together. Y'all make it happen as best you can, as long as you make it happen."
Many dealers do call-backs after warranty work AND before the surveys go out. Via a dealership-only portal, GM dealers and service advisors can review every survey that's received by the GM. The new "Certified Service" program specifically states that a service advisor can NOT make the inquiry of the customer if there's any reason they can't answer "Completely Satisfied" on the survey they'll get, too. Trying to get the dealership operatives to focus more on the customer than the survey, it seems. IF these individual survey results are used in an orientation of "continuous improvement", that can be good, but I also suspect that orientation might not have crossed anybody's mind in about three decades (when it was popular).
The one thing about survey results, which many dealership operatives might not have understood, is that if they aim to meet the "zone average" level of performance, that means they're only AVERAGE . . . better than some, but not as good as others . . . "mediocre" to me.
The bad thing is that many dealers might not even care, as long as they can sell enough new vehicles to maintain the desired allocation levels, make enough to pay their bills and their employees a decent wage, keep "the factory" off their back, and just keep on keepin' on. Unfortunately, a dealer like that might end up being a better dealer than the one who's always advertising "price", always trying to wring the last $5.00 out of a deal, trying to sell that expensive non-OEM extended warranty, or cutting employees' pay to allegedly increase net profit (we know where THAT goes!).
Facility standards can be important, but I'd rather find a dealer who hasn't spent huge amounts of money on remodelling, but still has a nice and well-maintained dealership where the employees are friendly and desire to address my vehicular needs at fair prices. You KNOW the dealer that's just spent money on that new "corporate design" store is still trying to get it paid off, I suspect, so the best deal can be with the older store filled with good employees. But the spiffy, new store can impart a certain amount of prosperity, to some.
One key thing to remember . . . "Customers HAVE choices". They WILL exercise them, if so motivated. Even if they end up at a non-Chrysler dealership. Doesn't matter if it's in vehicle sales, parts, or service.
Just some thoughts,
CBODY67