Dealer Commitment Results in Big Customer Service Gain -- Mitsubishi CEO
July 19, 2007 -- CYPRESS, Calif. --
Mitsubishi Motors North America, Inc. (MMNA) President & CEO Hiroshi Harunari today cited the commitment of its dealers as the main contributor to the automaker's dramatic jump in a customer satisfaction study.
J.D. Power and Associates' annual Customer Service Index (CSI) study, released today, showed MMNA made the largest year over year improvement of any automaker in customer satisfaction with service at its dealerships, although MMNA ranked 22nd overall in the study.
"Customer Service and CSI improvement was a priority of our business plan this year and our dealers embraced the challenge," said Harunari. "While we are not content if we have even one customer who is not satisfied, our gains this year show we have the ability to further improve to join the elite of our industry in customer service."
The annual J.D. Power and Associates study noted that MMNA improved in all six Maintenance Index factors, with the largest improvements in User-Friendly Service and Service Delivery. "We believe that Mitsubishi's revitalization plan, which involves placing the customer first from marketing to after-sales service, is beginning to have a measurable impact."
-MMNA
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