Automotive News: Online feedback resolves consumers’ complaints

November 26, 2013


Hyundai Motor America says online consumer reviews of dealership service operations are becoming more useful than traditional customer satisfaction surveys.

The reason: Faster feedback enables dealerships to troubleshoot problems quickly and possibly retain dissatisfied customers tempted to switch dealerships, said Barry Ratzlaff, Hyundai executive director of Customer Connect, Blue Link and service business development.

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