Improving customer-service ratings in the United States seems to be one of the top priorities in the upcoming period for the North American branch of Mercedes-Benz.
While we have always considered satisfaction surveys to be a waste of time, we are probably part of a very small percentage of people who believe that.
Mercedes-Benz USA, for example, is very much into changing their customer satisfaction ratings a la JD Power and the likes. So much, in fact, that they're offering cash bonuses to the Mercedes-Benz dealers who improve their service ratings the most.
“We’ve languished in the middle of pack the last 10 years” in terms of service, Steve Cannon, head of Mercedes-Benz USA, said in an interview with Bloomberg. “It’s almost cognitive dissonance to say Mercedes-Benz is in the middle of the pack.”
Last year, in an annual dealer's meeting in Las Vegas, no less than $60 million in poker chips were shown on the ballroom stage to represent the bonus that dealerships can earn for providing higher customer service ratings.
Story via Bloomberg
Mercedes-Benz USA, for example, is very much into changing their customer satisfaction ratings a la JD Power and the likes. So much, in fact, that they're offering cash bonuses to the Mercedes-Benz dealers who improve their service ratings the most.
“We’ve languished in the middle of pack the last 10 years” in terms of service, Steve Cannon, head of Mercedes-Benz USA, said in an interview with Bloomberg. “It’s almost cognitive dissonance to say Mercedes-Benz is in the middle of the pack.”
Last year, in an annual dealer's meeting in Las Vegas, no less than $60 million in poker chips were shown on the ballroom stage to represent the bonus that dealerships can earn for providing higher customer service ratings.
Story via Bloomberg