With those scores in mind, Chrysler execs deduced that their customer satisfaction incentive program for dealers just wasnt working. Under that program, the largest dealers could earn as much as $200,000 for meeting customer service, facilities and management goals. Per quarter. So the program is being scrapped in favor of a system more like that used by Toyota. Instead of rewards and penalties, Chrysler dealers will now be motivated by simple profits.
So Chrysler is leaving the image of their brands in the hands of… Chrysler dealers. I have to ask – has anyone at Chrysler headquarters actually been to a Chrysler dealer?Permalink