Dealers’ pricing stance in Japan damaging customer satisfaction

Slowing sales can put serious pressure on retailers, but how that plays out on customer satisfaction varies. As sales momentum in the US begins to slow, satisfaction levels are rising. "If anything, slowing sales have a tendency to increase satisfaction slightly," David VanAmburg, Managing Director at the American Customer Satisfaction Index (ACSI), told Automotive World.

It's a different story in Japan, where the latest Sales Satisfaction Index (SSI) from J.D. Power recorded an overall drop in satisfaction levels.