Fiat is the brand in the alliance that's in trouble and Chrysler the one blossoming right now having increased its sales by 26 percent in 2011, yet Fiat-Chrysler CEO Sergio Marchionne is not happy about the latter's performance in J.D. Power’s December Sales Satisfaction Index study on customer experience at dealerships.
The recent J.D. Power survey placed Jeep, Ram and Dodge in three of the bottom four places amongst the mainstream brands.
As a result, Sergio Marchionne wants Chrysler Group dealers to rapidly improve their Customer Satisfaction Index (CSI) scores if the company is to achieve its sales goals. He said that some dealerships’ salespeople weren’t acting properly, failing to make follow-up calls or treat customers “with the dignity they deserve”.
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