The dealer must stay above the "Group" Rating in both CSI, and SSI. The
group is all other chrysler dealers of his size in sales volume. The smaller
dealers typically have a much higher CSI and SSI rating then large volume
dealers. But for a dealer to become 5-star, they must be higher then average
for there size. Also they must have implemented a 100% call-back system.
Meaning they have to have a person in the dealership dedicated to answer all
customer concerns. Someone must phone 100% of the people who Just purchased
a new vehicle. And Service must phone 100% of the warranty repair customer.
Know this is customer Just for warranty. All calls must be logged on a
call-sheet, as to time called and what the conversation entailed. Know the
caller is not the person in charge of the customer service, it is usually
the receptionist, who is paid eg.(25 cents a call) they must write down any
complaints or concerns that the customer made. Then the next day, the
Customer Service person, goes through the logs to see, the concerns and
complaints. They then talk to the appropriate department manager, and come
to a decision on how to deal with the concern. And then that manager would
contac t the customer, and let them now they received the concern and would
like to rectify it. ( now this is the important part) Some of the customer
concerns is total sh.t! Sorry, but it is. There are a number of buyer
remorse stories, and the whole bit, so the customer just wants to bitch
about everything. If that is the case there is no incentive whatever for the
dealer to help the customer. But if they are genuine, such as dirty car on
delivery, grease monkey left grease on steering wheel, etc. Problem with
totals charged, etc. Then they will do something for you. The good dealers
would offer free oil change next visit, free detailing, etc. I worked at
Chrysler when they implemented it in Canada. And they big thing there was we
were pushing dealers to be ISO certified. So the dealers ISO certified,
already had the systems in palce to deal with customer concerns. ONCE A
DEALER IS CERTIFIED, it is hard to be de-certified. A dealer must be
certified based on his 12 month average for CSI and SSI, So it is hard for
shitty dealer to certify. But once he is, and his score go below average, a
dealer can dragg on indefinately. And trust me, the reps hat this part! A
dealer just has to show he has implemented a system to TRY and improve his
score. That's right - to Try and improve his score. Which helps a fairly
good dealer, because if the are genuine in acheiving the high score, they
will try and do there best to improve, including firing people, and the
whole bit. But other dealers just write up a one page letter stating they
are going to clean the sh.tters once a day, make sure coffee pot is full,
etc. And if the dealer is friends with the Regional manager, for Chrysler,
Forget it! The reps can't even type a documentation letter to the dealer,
without approval from the regional manager.

Anyway. there are a few more criteria, involved. and cleanliness is one.

If you really want to know, a small dealer who is 5-star is more then likely
a sincere person who does want to do there best to please you in the
purchase. As they are small, they have a very small return percentage on
CSI, and SSI scores, so it is very easy for them to get lower scores. So
they try to make sure they get in all surveys that they can. And typically,
Small dealers in general, have a homier feel, and down home atmosphere that
automatically make people feel better about buying a car.

If anyone needs to know a genuine dealer in Canada, Drop me a line!

My Chrylser dealer is quite good but another 5 star one sucks.  So I would
agree the stars mean nothing.

The five star rating means that they have factory trained and certified
technicians

they would lose that rating if they refuse to train thier employees.

wellll he got that off his chest and now won't go postal