Chrysler Claims 15-Point Gain in CSI Study
The J.D. Power and Associates 2002 Customer Service Index (CSI) Study released July 10 showed the Chrysler Group as a whole posted a 15-point improvement over last year, representing the industry's greatest rate of improvement in the study among major automotive manufacturers.In addition, the study indicates that while all Chrysler Group brands showed gains in overall CSI scores, the Jeep brand demonstrated the greatest year-over-year improvement of any surveyed name-plates, improving 31 points overall. Jeep improved dramatically in the "Service Quality" area (nearly 40 points), specifically in the area of "quality of work performed" (more than 50 points) and "thor-oughness of fulfilling requests"(a 50-point improvement).The CSI study focuses on experiences with the dealer service department, service quality and overall satisfaction with the vehicle during the first three years of ownership. The study is based on responses from nearly 50,000 new vehicle owners and lessees. "We continue to make significant strides in quality and it is once again validated by results like these," said Don Dees, Vice President, Corporate Quality, Chrysler Group. "Equally important is this study reflects directly what the customer feels, the value they place on quality and Chrysler Group's ability to deliver it. Further proof and confidence in our quality is the new '7/70,000 Limited Powertrain Warranty.' It's because of these types of programs and processes that we can continue to achieve these extremely positive results and offer consumers unequalled value during their entire ownership."The 7/70 Powertrain Warranty covers all 2003 and 2002 vehicles except commercial fleet vehicles such as police or taxi use. The warranty, which is fully transferable to subsequent owners at no extra cost, will be provided free of charge on all new Chrysler Group vehicles purchased or leased on or after July 9, 2002. Components covered by 7/70 Powertrain Warranty include engines, transmis-sions/transaxles, transfer cases and axles.Dees noted that the high quality levels seen in the launch of the all-new 2002 Jeep Liberty and the improvements made to the Grand Cherokee contributed greatly to the high brand marks in CSI. The Liberty specifically posted a double-digit gain in quality in the recent J.D. Power Initial Quality Study results, scoring a 15-percent reduction in problems-per-100 vehicles.