TIN-18-00-012

* * TECHNICAL INFORMATION NOTICE * *
DATE:
December 6, 2018
TO:
Mitsubishi Motors US & Puerto Rico Dealer Principals, Service and Parts Managers
RE:
Simple Ways to Improve Customer Satisfaction & Fix Right First Time
TIN NO.
TIN-18-00-012
AFFECTED VEHICLES: All models and years
PURPOSE
Customer satisfaction (CSI) is a critical component in the long-term success of a dealership. A
highly satisfied Service customer is much more likely to return for future services – increasing
your service sales and retention. In addition, once it is time for a new vehicle, the likelihood that
they will purchase their next new vehicle from your store also increases significantly.
Fixing a vehicle Right the First Time is the biggest contributor to customer satisfaction –
Mitsubishi dealers have been doing a very good job in this important metric. However, there is
always room for improvement.
As evidenced by customer verbatim comments, getting to the next level requires paying extra
attention to the details and making sure we have the basics covered.
The following four items are concerns that kept some customers from giving an Extremely
Satisfied response to our customer satisfaction survey. Paying closer attention to these items
and ensuring they are addressed prior to vehicle delivery, is a simple way to immediately improve
CSI:
1) Tire Pressure / TPMS issues – make sure tire pressures are properly set on all four (or five)
tires and the TPMS light is not illuminated
2) Service Reminder Reset – ensure the Service Reminder is properly reset after every
service
3) Engine Oil Leak – clean-up any oil residue resulting from draining the oil and removing
the oil filter – if there truly is an actual oil leak, make sure the customer is advised
4) Topping Off Fluids – ensure all fluids are topped of during a service
More attention to these 4 details, combined with your other Customer Satisfaction efforts, will
maximize the probability of receiving an Extremely Satisfied response. Another important
practice is to complete any Open Recalls while the vehicle is at your store – this will demonstrate
your dealership’s concern for the customer’s safety and generate some additional revenue.
Fixing vehicles right the first time and maximizing Customer Satisfaction will help you build a
core of devoted customers – it can also be considered an investment in the future success of
your business.
Page 1 of 1
(4785)