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March 17, 2017 FacebookTwitterFlickrRSSSEND TO A FRIENDPRINT
Inside this issue
Automotive Service Quality Rises Along with Overall Customer Satisfaction, J.D. Power Finds
BMW CEO Krueger to Join Germany's Merkel in Meeting with Trump
U.S.-Japanese Trade a Touchy Issue During Tillerson Visit
Trump Budget Plan Would Scrap Energy Grants, Auto Loan Program
Dealerships That Participate in Workforce Study by April 28 Will Receive Two Complimentary Reports
Top Stories
Automotive Service Quality Rises Along with Overall Customer Satisfaction, J.D. Power Finds

Quality of automotive service continues to show significant improvement and is driving an increase in overall customer satisfaction, according to the J.D. Power 2017 U.S. Customer Service Index (CSI) Study released on March 16. Service quality scores account for the greatest improvement, rising to 809 (on a 1,000-point scale) from 782 in 2015, when the study was redesigned. The other four measures—service advisor, service initiation, service facility and vehicle pick-up—all show improvement from 2015 levels. Overall customer service is 816, up from 802 over the same period.

The study measures customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of 1- to 5-year-old vehicles. Customers rate dealers higher than non-dealers in 15 of 16 attributes. The most noticeable advantages are amenities offered; comfort of waiting area; and cleanliness of dealership.
Source: J.D. Power

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BMW CEO Krueger to Join Germany's Merkel in Meeting with Trump

BMW CEO Harald Krueger and two other German CEOs are expected to join Chancellor Angela Merkel today in her White House meeting with President Donald Trump amid rising tensions on trade issues. Faced with Trump's "America First" policy and threats to impose tariffs on imported goods, Krueger and the heads of supplier Schaeffler and industrial giant Siemens are expected to stress how many U.S. jobs are tied to "Deutschland AG."
Source: Reuters/Automotive News

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U.S.-Japanese Trade a Touchy Issue During Tillerson Visit

The Trump administration’s “America first” trade policy is raising concerns in Japan just as U.S. Secretary of State Rex Tillerson visited the country for the first time. On Thursday, a major Japanese newspaper used an editorial to highlight an annual report from the U.S. administration on trade that it says signifies the United States would disregard international trade rules if they are deemed not in American interests and that the U.S. could impose countermeasures, which would presumably include tariffs.
Source: Detroit Free Press

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Trump Budget Plan Would Scrap Energy Grants, Auto Loan Program

The Trump administration on Thursday proposed eliminating Energy Department loan programs and some research funding for energy efficient technology and electric vehicle development at three carmakers as the industry shifts more of its focus to electric and self-driving vehicles. The White House budget blueprint proposes ending the Advanced Research Projects Agency-Energy (ARPA-e) program ...
Source: Reuters

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Dealerships That Participate in Workforce Study by April 28 Will Receive Two Complimentary Reports

NADA and ATD members that participate in the Dealership Workforce Study by completing a questionnaire and submitting their payroll records will receive two complimentary reports.

Automotive Retail: National & Regional Trends in Compensation, Benefits & Retention is the industry's top resource for helping dealers meet their No. 1 challenge of attracting and retaining productive employees. It contains clear analysis of the light-vehicle and commercial-truck industry. The report includes national and regional data for 60 car and truck dealership positions. In addition to data on pay, benefits and turnover, the report details the impact of work schedules, gender gap and generational challenges facing dealerships today. Participants will also receive a complimentary individualized comparative report for each participating dealership.

To enroll in the 2017 Dealership Workforce Study, which is open through April 28, visit www.nadaworkforcestudy.com and enter your Member (Company) ID. For questions, send an email to WorkforceStudy@nada.org or call 800.557.6232.
Source: NADA Dealership Operations

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Past Articles:
 
Quotable
"Even though we currently see the likelihood of a trade war between the United States and Europe as small, the topic is still present and not completely off the table."

    -- Bernhard Mattes, president of the American Chamber of Commerce in Germany, Reuters/Automotive News, March 17

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Automotive Forum -- April 11

 
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