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MiscellaneousJeep Beats Nissan and Mitsubishi in Customer Satisfaction Index
Posted by mike on 2008/11/20 8:12:10 (1389) reads

Do you see it? I can do it just as well as Chrysler, LLC can! I can take absolutely terrible news and spin it into a positive headline. Let's forgot for a moment that there are over 30 other brands of vehicles that ranked higher than Jeep. In my imaginary headline world, there are only 3 brands: Jeep, Nissan, and Mitsubishi - and in that crazy world, Jeep has the highest satisfaction index! Woo Hoo!

Ok, back to reality. We came in 3rd to last. This is actually worse than last year when we came in 5th to last (Suzuki and Mazda pulled ahead).

From J.D. Power and Associates' official press release:

Now in its 22nd year, the study is a comprehensive analysis of the new-vehicle purchase experience. Overall customer satisfaction is measured based on five factors: dealership facility; salesperson; paperwork/finance process; delivery process; and vehicle price.

Overall satisfaction across the industry has increased for a third consecutive year-up from 842 points on a 1,000-point scale in 2005 to 857 points in 2008. The five-point increase from 2007 to 2008 is primarily driven by improvements in dealership facility and delivery process. Additionally, more than 90 percent of brands examined in the study improved their overall satisfaction score in 2008 compared with 2007.

Jeep's score of 838 (out of 1,000) actually puts it in a tie with the Dodge brand, but well behind the 907 points of the leader, Jaguar.

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Poster Thread
trevorj
Posted: 2008/11/20 10:58  Updated: 2008/11/20 10:58
Just can't stay away
Joined: 2006/6/30
From: Kelowna, BC
Posts: 124
 Re: Jeep Beats Nissan and Mitsubishi in Customer Satisfac...
I'm surprised there are two dealers who are worse?! If this is based solely on the dealership experience, I'm sure this is a mistake and Chry/Dodge/Jeep are actually last in the biz. Which is really a testament to how good their vehicles are.

"Chrysler: We can treat you THIS bad and you'll still buy our vehicles. They're THAT good."

Poster Thread
01TJ
Posted: 2008/11/20 12:20  Updated: 2008/11/20 12:20
Just can't stay away
Joined: 2006/8/25
From:
Posts: 109
 Re: Jeep Beats Nissan and Mitsubishi in Customer Satisfac...
Good point! My delivery experience was not very good. When i bought my Commander in 2006 the sales person did not get the order in to prep the vehicle in time and i had to bring it back for detailing. This just soured the deal. I have to say though the same dealers services department has been very good. It is not their fault Chrysler went with the lowest bidder for their ECU and traction control computers, which we have had it into the dealer for problems four times.
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