GMA Retailers Fail Again

[Tau]

https://www.jdpower.com/sites/default/files/styles/large/public/image/2022-11/2022161a_0.JPG?itok=rhESVtKC

 

[Jhon]

Wow, The last time I looked they were at the top of that list. How can they dive so quick?

 

[EdP]

Wow, The last time I looked they were at the top of that list. How can they dive so quick?

Seems like sales are increasing faster than good dealer service. In the past I could get an appointment in a week or less, now it is four weeks. Seems it would be good for some kids in HS to take auto shop and make a good living with wrenches.

 

[RCH04]

Just FYI, here is what goes into the Sales Satisfaction Survey"

"The U.S. Sales Satisfaction Index (SSI) Study measures satisfaction with the sales experience among new-vehicle buyers and rejecters (those who shop a dealership and purchase elsewhere). Buyer satisfaction is based on six factors (in order of importance): delivery process (28%); dealer personnel (21%); working out the deal (19%); paperwork completion (19%); dealership facility (10%); and dealership website (4%). Rejecter satisfaction is based on five factors: salesperson (28%); price (27%); negotiation (18%); dealership facility (14%); and variety of inventory (13%)."

 

[Mcc]

Wow, The last time I looked they were at the top of that list. How can they dive so quick?

I’m not sure when the last time was that you looked but it doesn’t look any different than 2021. Remember this does not refer to the car itself but the SALES, SERVICE. and DEALER

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[Jhon]

I’m not sure when the last time was that you looked but it doesn’t look any different than 2021. Remember this does not refer to the car itself but the SALES, SERVICE. and DEALER

View attachment 49478​

Thanks, I tend to scan over things, I just thought this was a customer satisfaction with the car.

 

[Jhon]

Just FYI, here is what goes into the Sales Satisfaction Survey"

"The U.S. Sales Satisfaction Index (SSI) Study measures satisfaction with the sales experience among new-vehicle buyers and rejecters (those who shop a dealership and purchase elsewhere). Buyer satisfaction is based on six factors (in order of importance): delivery process (28%); dealer personnel (21%); working out the deal (19%); paperwork completion (19%); dealership facility (10%); and dealership website (4%). Rejecter satisfaction is based on five factors: salesperson (28%); price (27%); negotiation (18%); dealership facility (14%); and variety of inventory (13%)."

Thanks, I tend to scan over things, I just thought this was a customer satisfaction with the car.

 

[Tau]

The GMA Retailer Network has consistently failed in both the Sales and Customer Service studies. (Maybe they'll improve if a nationwide Genesis dedicated network materializes someday).

Results for years 2017 - 2020 are below:

 

[Mcc]

No one would argue with that. I don’t understand why that is a surprise to anyone. I think the takeaway would be to pay attention to the dealer you are buying from. If sales doesnt answer the phone when you’re buying, don’t expect the dealer to answer the phone for service. If you got a really good deal buying from that dealer, maybe they took that money from the service department.

 

[YEH]

A lot of the "sales satisfaction" is made up of whether the buyer is paying MSRP or below, or paying an ADM.

Genesis has one of the highest ADMs among lux brands.

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[Tau]

Maybe GMA retailers do more price gouging than Lexus retailers