Friday, January 11, 2013
2013 Customer Sentiment Survey Is In – More “Good” Got “Great” … But, The Bad Got Uglier
Top-box satisfaction with the most recent dealer service experience increased by 6 percentage points. This sort of improvement is critical for keeping service customers in-channel (e.g., making sure customers stay, broadly, in the dealer channel). Unfortunately, chains picked up the most with top-box service satisfaction increasing from 42% in 2012 to 51% in 2013. It is easier for the chains to implement strategy because they do not have “independent” dealers.