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Old 01-27-2012, 03:06 PM   #1
AVANTI R5
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Default What The? Study Ranks Hyundai And Subaru Dealers Above Lexus In Customer Satisfaction




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New-car dealer satisfaction with their respective auto manufacturers continued to increase in 2011, according to the National Automobile Dealers Association's (NADA) latest Dealer Attitude Survey.

The survey, conducted twice a year, measures dealer sentiment in three key areas: franchise value, automaker policy decisions that affect the dealership and the automaker's field staff who visit dealerships. Nearly 54 percent of new-car dealers nationwide, representing more 14,700 franchises, responded to the 2011 summer survey.

Hyundai finished in the top overall spot for the third consecutive survey period, with affiliate Kia finishing fourth. Subaru climbed back to second place for its fifth consecutive Top 3 finish. Lexus dropped to the third spot. Mercedes-Benz finished fifth. Toyota and Volkswagen improved to sixth and seventh place, respectively. Porsche, Audi and Cadillac/Honda rounded out the Top 10.
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Old 01-27-2012, 05:31 PM   #2
Len
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Hmmm? I think the title is misleading. The article seems to be talking about dealer satisfaction with the manufacturer, which has nothing to do with customer satisfaction.
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Old 01-27-2012, 05:44 PM   #3
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Originally Posted by Len View Post
Hmmm? I think the title is misleading. The article seems to be talking about dealer satisfaction with the manufacturer, which has nothing to do with customer satisfaction.
Bingo, misleading title indeed.

From my experience with car dealerships, I'd put the customer experience at Kia among the worst, along with BMW oddly enough (due to their attitude). Subaru has been a mixed bag along with Honda, Toyota, and Ford, with Nissan and Infiniti both a small step above. The Lexus dealership customer experience was the best by far, with quite remarkable consistency considering that I've spent time at dealerships both in Seattle and the NYC area.
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Old 01-28-2012, 04:46 PM   #4
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Originally Posted by shikataganai View Post
Bingo, misleading title indeed.

From my experience with car dealerships, I'd put the customer experience at Kia among the worst, along with BMW oddly enough (due to their attitude). Subaru has been a mixed bag along with Honda, Toyota, and Ford, with Nissan and Infiniti both a small step above. The Lexus dealership customer experience was the best by far, with quite remarkable consistency considering that I've spent time at dealerships both in Seattle and the NYC area.
QFT!

BMW is awful. I went to the local dealership to see the 5-series GT as BMW is pitching it as a Town-Car replacement (too much $$ for not enough return imho, but plenty comfy/roomy) And stood in the showroom for 15 minutes. And it wasn't busy. It's like, they just expect you to walk in like a douche or something.

Local KIA is a pain, Hyundai is a much nicer place to do business.
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Old 01-28-2012, 05:33 PM   #5
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I, too, would rank Hyundai dealerships over those of Kia… but that's only because the local Kia joint has a DMV-style "push to take a number slip" setup. Yes, they're so understaffed that they've resorted to calling numbers. Hyundai at least had enough staff, even if their ambience is still cut-rate.
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