NY TIMES Critic: Likes Azera, Predicts Improvements
06-13-2006, 01:11 PM
#16
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
JS <jsuter@intrastardot.net> wrote in
news:P4Bjg.10406$BD1.4971@fe07.usenetserver.com:
> hyundaitech wrote:
>> I think everyone now is actively trying to manipulate customer
>> satisfaction and even reliability scores.
>
> Well wouldn't that be the idea - to make the customer happy? I know
> its a rather odd thought, especially if you've ever been around a
> Chrysler dealer.
>
> JS
Yeah, but they are manipulating the satisfaction scores on the initial
product by BRIBING the customer with free oil changes, accessories or
whatever. You could make the argument that those free items ARE making the
customer more satisfied, but more than likely they are skewing the results
of initial quality and satisfaction reports.
Eric
news:P4Bjg.10406$BD1.4971@fe07.usenetserver.com:
> hyundaitech wrote:
>> I think everyone now is actively trying to manipulate customer
>> satisfaction and even reliability scores.
>
> Well wouldn't that be the idea - to make the customer happy? I know
> its a rather odd thought, especially if you've ever been around a
> Chrysler dealer.
>
> JS
Yeah, but they are manipulating the satisfaction scores on the initial
product by BRIBING the customer with free oil changes, accessories or
whatever. You could make the argument that those free items ARE making the
customer more satisfied, but more than likely they are skewing the results
of initial quality and satisfaction reports.
Eric
06-13-2006, 03:50 PM
#17
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
wrote:
>Yeah, but they are manipulating the satisfaction scores on the initial
>product by BRIBING the customer with free oil changes, accessories or
>whatever. You could make the argument that those free items ARE making the
>customer more satisfied, but more than likely they are skewing the results
>of initial quality and satisfaction reports.
My sales lady offered me a free fill up if I would show her my
questionnaire. She said nothing about whether the ratings had to be good.
Maybe there is an implied quid pro quo, but I didn't feel there was.
--
Bob
wrote:
>Yeah, but they are manipulating the satisfaction scores on the initial
>product by BRIBING the customer with free oil changes, accessories or
>whatever. You could make the argument that those free items ARE making the
>customer more satisfied, but more than likely they are skewing the results
>of initial quality and satisfaction reports.
My sales lady offered me a free fill up if I would show her my
questionnaire. She said nothing about whether the ratings had to be good.
Maybe there is an implied quid pro quo, but I didn't feel there was.
--
Bob
06-13-2006, 03:50 PM
#18
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
wrote:
>Yeah, but they are manipulating the satisfaction scores on the initial
>product by BRIBING the customer with free oil changes, accessories or
>whatever. You could make the argument that those free items ARE making the
>customer more satisfied, but more than likely they are skewing the results
>of initial quality and satisfaction reports.
My sales lady offered me a free fill up if I would show her my
questionnaire. She said nothing about whether the ratings had to be good.
Maybe there is an implied quid pro quo, but I didn't feel there was.
--
Bob
wrote:
>Yeah, but they are manipulating the satisfaction scores on the initial
>product by BRIBING the customer with free oil changes, accessories or
>whatever. You could make the argument that those free items ARE making the
>customer more satisfied, but more than likely they are skewing the results
>of initial quality and satisfaction reports.
My sales lady offered me a free fill up if I would show her my
questionnaire. She said nothing about whether the ratings had to be good.
Maybe there is an implied quid pro quo, but I didn't feel there was.
--
Bob
06-13-2006, 03:50 PM
#19
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
wrote:
>Yeah, but they are manipulating the satisfaction scores on the initial
>product by BRIBING the customer with free oil changes, accessories or
>whatever. You could make the argument that those free items ARE making the
>customer more satisfied, but more than likely they are skewing the results
>of initial quality and satisfaction reports.
My sales lady offered me a free fill up if I would show her my
questionnaire. She said nothing about whether the ratings had to be good.
Maybe there is an implied quid pro quo, but I didn't feel there was.
--
Bob
wrote:
>Yeah, but they are manipulating the satisfaction scores on the initial
>product by BRIBING the customer with free oil changes, accessories or
>whatever. You could make the argument that those free items ARE making the
>customer more satisfied, but more than likely they are skewing the results
>of initial quality and satisfaction reports.
My sales lady offered me a free fill up if I would show her my
questionnaire. She said nothing about whether the ratings had to be good.
Maybe there is an implied quid pro quo, but I didn't feel there was.
--
Bob
06-13-2006, 04:21 PM
#20
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
Bob Adkins wrote:
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
> >Yeah, but they are manipulating the satisfaction scores on the initial
> >product by BRIBING the customer with free oil changes, accessories or
> >whatever. You could make the argument that those free items ARE making the
> >customer more satisfied, but more than likely they are skewing the results
> >of initial quality and satisfaction reports.
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
> --
> Bob
Hyundai seems to be very concerned about customer satisfaction.
I remember buying American cars in the old days, once they sold the
car, they didn't care what you thought. That attitude doesn't work
when you are a foreign maker trying to capture a customer base.
Hyundai seems to ride roughshod of dealers on service too.
A few week after I bought my Elantra, I took my Accent to
the dealer to get the timing belt changed. Someone must have
made a mistake entering it in the computer because someone
from Hyundai, not the dealer, called me asking why I was replacing
the timing belt on a car that was less than a month old. I told them
it was a mistake, the belt was changed on my Accent not the Elantra.
- Mooron
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
> >Yeah, but they are manipulating the satisfaction scores on the initial
> >product by BRIBING the customer with free oil changes, accessories or
> >whatever. You could make the argument that those free items ARE making the
> >customer more satisfied, but more than likely they are skewing the results
> >of initial quality and satisfaction reports.
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
> --
> Bob
Hyundai seems to be very concerned about customer satisfaction.
I remember buying American cars in the old days, once they sold the
car, they didn't care what you thought. That attitude doesn't work
when you are a foreign maker trying to capture a customer base.
Hyundai seems to ride roughshod of dealers on service too.
A few week after I bought my Elantra, I took my Accent to
the dealer to get the timing belt changed. Someone must have
made a mistake entering it in the computer because someone
from Hyundai, not the dealer, called me asking why I was replacing
the timing belt on a car that was less than a month old. I told them
it was a mistake, the belt was changed on my Accent not the Elantra.
- Mooron
06-13-2006, 04:21 PM
#21
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
Bob Adkins wrote:
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
> >Yeah, but they are manipulating the satisfaction scores on the initial
> >product by BRIBING the customer with free oil changes, accessories or
> >whatever. You could make the argument that those free items ARE making the
> >customer more satisfied, but more than likely they are skewing the results
> >of initial quality and satisfaction reports.
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
> --
> Bob
Hyundai seems to be very concerned about customer satisfaction.
I remember buying American cars in the old days, once they sold the
car, they didn't care what you thought. That attitude doesn't work
when you are a foreign maker trying to capture a customer base.
Hyundai seems to ride roughshod of dealers on service too.
A few week after I bought my Elantra, I took my Accent to
the dealer to get the timing belt changed. Someone must have
made a mistake entering it in the computer because someone
from Hyundai, not the dealer, called me asking why I was replacing
the timing belt on a car that was less than a month old. I told them
it was a mistake, the belt was changed on my Accent not the Elantra.
- Mooron
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
> >Yeah, but they are manipulating the satisfaction scores on the initial
> >product by BRIBING the customer with free oil changes, accessories or
> >whatever. You could make the argument that those free items ARE making the
> >customer more satisfied, but more than likely they are skewing the results
> >of initial quality and satisfaction reports.
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
> --
> Bob
Hyundai seems to be very concerned about customer satisfaction.
I remember buying American cars in the old days, once they sold the
car, they didn't care what you thought. That attitude doesn't work
when you are a foreign maker trying to capture a customer base.
Hyundai seems to ride roughshod of dealers on service too.
A few week after I bought my Elantra, I took my Accent to
the dealer to get the timing belt changed. Someone must have
made a mistake entering it in the computer because someone
from Hyundai, not the dealer, called me asking why I was replacing
the timing belt on a car that was less than a month old. I told them
it was a mistake, the belt was changed on my Accent not the Elantra.
- Mooron
06-13-2006, 04:21 PM
#22
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
Bob Adkins wrote:
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
> >Yeah, but they are manipulating the satisfaction scores on the initial
> >product by BRIBING the customer with free oil changes, accessories or
> >whatever. You could make the argument that those free items ARE making the
> >customer more satisfied, but more than likely they are skewing the results
> >of initial quality and satisfaction reports.
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
> --
> Bob
Hyundai seems to be very concerned about customer satisfaction.
I remember buying American cars in the old days, once they sold the
car, they didn't care what you thought. That attitude doesn't work
when you are a foreign maker trying to capture a customer base.
Hyundai seems to ride roughshod of dealers on service too.
A few week after I bought my Elantra, I took my Accent to
the dealer to get the timing belt changed. Someone must have
made a mistake entering it in the computer because someone
from Hyundai, not the dealer, called me asking why I was replacing
the timing belt on a car that was less than a month old. I told them
it was a mistake, the belt was changed on my Accent not the Elantra.
- Mooron
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
> >Yeah, but they are manipulating the satisfaction scores on the initial
> >product by BRIBING the customer with free oil changes, accessories or
> >whatever. You could make the argument that those free items ARE making the
> >customer more satisfied, but more than likely they are skewing the results
> >of initial quality and satisfaction reports.
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
> --
> Bob
Hyundai seems to be very concerned about customer satisfaction.
I remember buying American cars in the old days, once they sold the
car, they didn't care what you thought. That attitude doesn't work
when you are a foreign maker trying to capture a customer base.
Hyundai seems to ride roughshod of dealers on service too.
A few week after I bought my Elantra, I took my Accent to
the dealer to get the timing belt changed. Someone must have
made a mistake entering it in the computer because someone
from Hyundai, not the dealer, called me asking why I was replacing
the timing belt on a car that was less than a month old. I told them
it was a mistake, the belt was changed on my Accent not the Elantra.
- Mooron
06-13-2006, 05:26 PM
#23
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
JS wrote:
> hyundaitech wrote:
>
>> I think everyone now is actively trying to manipulate customer
>> satisfaction
>> and even reliability scores.
>
>
> Well wouldn't that be the idea - to make the customer happy? I know its
> a rather odd thought, especially if you've ever been around a Chrysler
> dealer.
The idea is typically to evaluate the initial quality of the car, not
the quality of the bribes from the dealer. I've yet to see a J.D. Power
"dealer bribe" satisfaction index, yet that is essentially what is being
measured at my Hyundai dealer.
Matt
> hyundaitech wrote:
>
>> I think everyone now is actively trying to manipulate customer
>> satisfaction
>> and even reliability scores.
>
>
> Well wouldn't that be the idea - to make the customer happy? I know its
> a rather odd thought, especially if you've ever been around a Chrysler
> dealer.
The idea is typically to evaluate the initial quality of the car, not
the quality of the bribes from the dealer. I've yet to see a J.D. Power
"dealer bribe" satisfaction index, yet that is essentially what is being
measured at my Hyundai dealer.
Matt
06-13-2006, 05:26 PM
#24
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
JS wrote:
> hyundaitech wrote:
>
>> I think everyone now is actively trying to manipulate customer
>> satisfaction
>> and even reliability scores.
>
>
> Well wouldn't that be the idea - to make the customer happy? I know its
> a rather odd thought, especially if you've ever been around a Chrysler
> dealer.
The idea is typically to evaluate the initial quality of the car, not
the quality of the bribes from the dealer. I've yet to see a J.D. Power
"dealer bribe" satisfaction index, yet that is essentially what is being
measured at my Hyundai dealer.
Matt
> hyundaitech wrote:
>
>> I think everyone now is actively trying to manipulate customer
>> satisfaction
>> and even reliability scores.
>
>
> Well wouldn't that be the idea - to make the customer happy? I know its
> a rather odd thought, especially if you've ever been around a Chrysler
> dealer.
The idea is typically to evaluate the initial quality of the car, not
the quality of the bribes from the dealer. I've yet to see a J.D. Power
"dealer bribe" satisfaction index, yet that is essentially what is being
measured at my Hyundai dealer.
Matt
06-13-2006, 05:26 PM
#25
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
JS wrote:
> hyundaitech wrote:
>
>> I think everyone now is actively trying to manipulate customer
>> satisfaction
>> and even reliability scores.
>
>
> Well wouldn't that be the idea - to make the customer happy? I know its
> a rather odd thought, especially if you've ever been around a Chrysler
> dealer.
The idea is typically to evaluate the initial quality of the car, not
the quality of the bribes from the dealer. I've yet to see a J.D. Power
"dealer bribe" satisfaction index, yet that is essentially what is being
measured at my Hyundai dealer.
Matt
> hyundaitech wrote:
>
>> I think everyone now is actively trying to manipulate customer
>> satisfaction
>> and even reliability scores.
>
>
> Well wouldn't that be the idea - to make the customer happy? I know its
> a rather odd thought, especially if you've ever been around a Chrysler
> dealer.
The idea is typically to evaluate the initial quality of the car, not
the quality of the bribes from the dealer. I've yet to see a J.D. Power
"dealer bribe" satisfaction index, yet that is essentially what is being
measured at my Hyundai dealer.
Matt
06-13-2006, 05:26 PM
#26
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
Bob Adkins wrote:
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
>
>>Yeah, but they are manipulating the satisfaction scores on the initial
>>product by BRIBING the customer with free oil changes, accessories or
>>whatever. You could make the argument that those free items ARE making the
>>customer more satisfied, but more than likely they are skewing the results
>>of initial quality and satisfaction reports.
>
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
So just why else would she want to see the survey? Bob, you really
aren't THAT naive are you?
Matt
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
>
>>Yeah, but they are manipulating the satisfaction scores on the initial
>>product by BRIBING the customer with free oil changes, accessories or
>>whatever. You could make the argument that those free items ARE making the
>>customer more satisfied, but more than likely they are skewing the results
>>of initial quality and satisfaction reports.
>
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
So just why else would she want to see the survey? Bob, you really
aren't THAT naive are you?
Matt
06-13-2006, 05:26 PM
#27
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
Bob Adkins wrote:
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
>
>>Yeah, but they are manipulating the satisfaction scores on the initial
>>product by BRIBING the customer with free oil changes, accessories or
>>whatever. You could make the argument that those free items ARE making the
>>customer more satisfied, but more than likely they are skewing the results
>>of initial quality and satisfaction reports.
>
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
So just why else would she want to see the survey? Bob, you really
aren't THAT naive are you?
Matt
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
>
>>Yeah, but they are manipulating the satisfaction scores on the initial
>>product by BRIBING the customer with free oil changes, accessories or
>>whatever. You could make the argument that those free items ARE making the
>>customer more satisfied, but more than likely they are skewing the results
>>of initial quality and satisfaction reports.
>
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
So just why else would she want to see the survey? Bob, you really
aren't THAT naive are you?
Matt
06-13-2006, 05:26 PM
#28
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
Bob Adkins wrote:
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
>
>>Yeah, but they are manipulating the satisfaction scores on the initial
>>product by BRIBING the customer with free oil changes, accessories or
>>whatever. You could make the argument that those free items ARE making the
>>customer more satisfied, but more than likely they are skewing the results
>>of initial quality and satisfaction reports.
>
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
So just why else would she want to see the survey? Bob, you really
aren't THAT naive are you?
Matt
> On Tue, 13 Jun 2006 17:11:14 GMT, "Eric G." <NgOrSePeAnM99@Zoptonline.Znet>
> wrote:
>
>
>>Yeah, but they are manipulating the satisfaction scores on the initial
>>product by BRIBING the customer with free oil changes, accessories or
>>whatever. You could make the argument that those free items ARE making the
>>customer more satisfied, but more than likely they are skewing the results
>>of initial quality and satisfaction reports.
>
>
> My sales lady offered me a free fill up if I would show her my
> questionnaire. She said nothing about whether the ratings had to be good.
> Maybe there is an implied quid pro quo, but I didn't feel there was.
So just why else would she want to see the survey? Bob, you really
aren't THAT naive are you?
Matt
06-13-2006, 06:23 PM
#29
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
Do not some other makes' dealers also give-away freebies a la oil
changes, car washes, and ye old tire rotations?
(s) hopefully not a mickey mouser nor malcolm balderidger nor J.D.
Power believer, but i do have respect for those colorful dot-dot-dot
CONSUMER REPORTS ratings, even though CR has seemingly given hynudai
some short shrift/unfairness in write-ups over the years as noted
previously in this n.g.
Matt Whiting wrote:
> JS wrote:
> > hyundaitech wrote:
> >
> >> I think everyone now is actively trying to manipulate customer
> >> satisfaction
> >> and even reliability scores.
> >
> >
> > Well wouldn't that be the idea - to make the customer happy? I know its
> > a rather odd thought, especially if you've ever been around a Chrysler
> > dealer.
>
> The idea is typically to evaluate the initial quality of the car, not
> the quality of the bribes from the dealer. I've yet to see a J.D. Power
> "dealer bribe" satisfaction index, yet that is essentially what is being
> measured at my Hyundai dealer.
>
> Matt
changes, car washes, and ye old tire rotations?
(s) hopefully not a mickey mouser nor malcolm balderidger nor J.D.
Power believer, but i do have respect for those colorful dot-dot-dot
CONSUMER REPORTS ratings, even though CR has seemingly given hynudai
some short shrift/unfairness in write-ups over the years as noted
previously in this n.g.
Matt Whiting wrote:
> JS wrote:
> > hyundaitech wrote:
> >
> >> I think everyone now is actively trying to manipulate customer
> >> satisfaction
> >> and even reliability scores.
> >
> >
> > Well wouldn't that be the idea - to make the customer happy? I know its
> > a rather odd thought, especially if you've ever been around a Chrysler
> > dealer.
>
> The idea is typically to evaluate the initial quality of the car, not
> the quality of the bribes from the dealer. I've yet to see a J.D. Power
> "dealer bribe" satisfaction index, yet that is essentially what is being
> measured at my Hyundai dealer.
>
> Matt
06-13-2006, 06:23 PM
#30
Guest
Posts: n/a
Re: NY TIMES Critic: Likes Azera, Predicts Improvements
Do not some other makes' dealers also give-away freebies a la oil
changes, car washes, and ye old tire rotations?
(s) hopefully not a mickey mouser nor malcolm balderidger nor J.D.
Power believer, but i do have respect for those colorful dot-dot-dot
CONSUMER REPORTS ratings, even though CR has seemingly given hynudai
some short shrift/unfairness in write-ups over the years as noted
previously in this n.g.
Matt Whiting wrote:
> JS wrote:
> > hyundaitech wrote:
> >
> >> I think everyone now is actively trying to manipulate customer
> >> satisfaction
> >> and even reliability scores.
> >
> >
> > Well wouldn't that be the idea - to make the customer happy? I know its
> > a rather odd thought, especially if you've ever been around a Chrysler
> > dealer.
>
> The idea is typically to evaluate the initial quality of the car, not
> the quality of the bribes from the dealer. I've yet to see a J.D. Power
> "dealer bribe" satisfaction index, yet that is essentially what is being
> measured at my Hyundai dealer.
>
> Matt
changes, car washes, and ye old tire rotations?
(s) hopefully not a mickey mouser nor malcolm balderidger nor J.D.
Power believer, but i do have respect for those colorful dot-dot-dot
CONSUMER REPORTS ratings, even though CR has seemingly given hynudai
some short shrift/unfairness in write-ups over the years as noted
previously in this n.g.
Matt Whiting wrote:
> JS wrote:
> > hyundaitech wrote:
> >
> >> I think everyone now is actively trying to manipulate customer
> >> satisfaction
> >> and even reliability scores.
> >
> >
> > Well wouldn't that be the idea - to make the customer happy? I know its
> > a rather odd thought, especially if you've ever been around a Chrysler
> > dealer.
>
> The idea is typically to evaluate the initial quality of the car, not
> the quality of the bribes from the dealer. I've yet to see a J.D. Power
> "dealer bribe" satisfaction index, yet that is essentially what is being
> measured at my Hyundai dealer.
>
> Matt