DaimlerChrysler Corporation Most Improved In J.D. Power 2000 Customer Service Index
17 July 2000
DaimlerChrysler Corporation Most Improved In J.D. Power 2000 Customer Service Index
AUBURN HILLS, Mich. - Three DaimlerChrysler brands ranked in the top four
for most improved customer service on J.D. Power and Associates' 2000 Customer
Service Index Study. Plymouth, Chrysler and Jeep took first, third and fourth
places respectively in customer service improvement. Overall, the Chrysler
Group brand's customer service satisfaction improved an average of 21 percent
compared with the industry average of 9 percent, according to the study.
"DaimlerChrysler Corporation certainly showed the most dramatic improvements
in our study," said Dan Pavlinac, Director of Automotive Accounts, J.D. Power
and Associates. "The Chrysler Group really made progress in terms of repair
performance, service quality and getting it done right the first time."
The 2000 CSI study, released last week, was based on responses from 52,000
owners of 1997, 1998 and 1999 model cars and 38 vehicle lines. The study
measures consumer responses related to service quality, in-dealership
experience and overall satisfaction with the vehicle.
"We have placed a great deal of emphasis on improving customer
satisfaction," said Robert Williams, Director of Retail Strategies for the
Chrysler Group. "This latest J.D. Power survey is more proof that our hard
work is paying off and demonstrates the impact of our Five Star dealer
initiative. Five Star definitely improves our customer satisfaction scores
and creates a more satisfied customer and a more efficient and successful
dealer."
Launched in 1997, Five Star is DaimlerChrysler's trademarked process for
ensuring dealership customer service excellence. Dealerships that meet Five
Star certification requirements demonstrate required and consistent customer-
focused processes. More than 2,300 of DaimlerChrysler's 4,500 dealers are
Five Star certified. Five Star is widely benchmarked by the automotive
industry.
