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MB USA CEO Disappointed With Own Customer Service Scores

After recent a JD Power and Associates Customer Service Index saw Mercedes-Benz USA dealers make some progress that was deemed too small, MB USA CEO Steve Cannon is a little bit more than displeased.
Steve Cannon, CEO of MB USA 1 photo
This comes after MB USA has invested in several dealer training programs in recent years and has also revamped its dealer bonus program in order to improve customer service.

“I was disappointed,” said Mercedes-Benz USA CEO Steve Cannon, quoted by Automotive News. “But we are undeterred. Consumer experience is the No. 1 focus of this organization.”

Apparently, the JD Power survey in question saw Mercedes-Benz climb to number 8, after measuring customer satisfaction with maintenance and repairs of vehicles that are 1 to 5-year-old.

“When it comes to the customer experience, we mean business, and we will not accept mediocrity,” Steve Cannon was quoted as saying.

Not long after the JD Power survey results were released, the MB USA CEO met with six of the German brand's largest dealers in the US in order to assess the situation and develop a new series of programs aimed at improving the dealerships with the lowest customer satisfaction scores.

As a first strategy, the 170 dealers that rank in the lower part of MB USA's own customer service survey will need to pay out of their own pockets for a consulting team to come and audit processes and determine what the shortcomings are.

From the 340 dealerships that Mercedes-Benz operates in the US, the top 70 percent recently received a total of $40 million in bonuses after the result of an internal customer services survey.

Story via Automotive News

 
 
 
 
 

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