Mercedes-Benz USA is taking a hard line with dealers after the brand made little progress in the latest J.
D. Power and Associates Customer Service Index.
Despite several dealer training programs in recent years, Mercedes moved up only one spot -- to No. 8 -- in the 2014 Power CSI survey released this month.
"I was disappointed," said Mercedes-Benz USA CEO Steve Cannon. "But we are undeterred. Consumer experience is the No. 1 focus of this organization."
The survey measures customer satisfaction with maintenance and repairs among owners and lessees of 1- to 5-year-old vehicles. Shortly after the results were released, Cannon flew in six of the brand's largest dealers to discuss the issue. They brainstormed a series of programs aimed at improving stores with lower customer experience scores. Read Article