Infiniti Makes Record Increase, Nissan Continues to Improve in J.D. Power & Associates Sales Satisfaction Survey
-Company names Leon Dorssers chief customer officer, engages customer experience task force to accelerate momentum-
FRANKLIN, TN--Nov. 28, 2012: Today, J.D. Power & Associates announced in its annual Sales Satisfaction Index (SSI) report that Infiniti achieved a No. 2 overall ranking in the luxury segment, which is up eight rank positions from 2011‚€”the largest increase in J.D. Power & Associates history.
The report shows that both Infiniti and Nissan continue to improve the experience that customers have when purchasing a vehicle. Infiniti posted a 52-point year-over-year improvement and a 56-point improvement over the last two years. Nissan saw a 10-point increase year-over-year and a 47-point increase over the last two years.
"Nissan is committed to improving the customer experience at every touch point and ongoing efforts will demonstrate how we are making sustainable improvements," said Nissan Americas Vice Chairman Bill Krueger. Nissan currently is in the midst of the launch of five new vehicles in 15 months.
To accelerate progress in this areaNissan has appointed Leon Dorssers as its first chief customer officer as part of the formation of a customer experience task force chaired by Nissan Americas Vice Chairman Bill Krueger. The task force prioritizes projects designed to enhance the customer's interaction with the company across the entire ownership timeline.
As chief customer officer, Dorssers will maintain responsibilities as vice president, customer quality and dealer network development (CQ and DND) for Nissan Americas.†The customer experience task force will work to improve the ability of the company to work across functions such as Sales and Marketing, Parts and Service and Finance to provide solutions that better meet customer needs and that help Nissan to continuously improve in each of these areas.
"As research improves and helps us better understand how people make decisions, we have much more opportunity to improve the customer experience with Nissan and Infiniti across the entire consideration, purchase and ownership timeline," said Dorssers. "It's easier to lose a customer than to earn one, and customers tend to be less likely to forgive a negative experience than they are to remain loyal to you for providing a good experience. That means integrating the voice of the customer across all potential touch points. Instilling a customer-centric culture is imperative to optimizing customer experience for all Nissan and Infiniti products and services."
A customer-centric culture, combined with a keen focus on improving overall sales and service satisfaction, earned both Nissan and Infiniti record gains in an additional report -- J.D. Power and Associates' 2012 Customer Service Satisfaction (CSI) Study. Nissan achieved the best ranking in its history and the greatest improvement among mass market brands, gaining 43 points from 2011. Nissan and Infiniti posted two segment leaders each.