To address problems of new owners quickly, Acura will start a telephone survey March 1.
The survey is a step toward reaching 's sales satisfaction index goal. It aims to be among the top 10 makes within a year and among the top three makes in two or three years, said Richard Colliver, executive vice president of American Honda Motor Co. and general manager of .
Colliver gave details of the division-funded program at the make meeting at the NADA convention.
'It's how do we accurately measure the satisfaction of our customers, which is key to us, and how do we get that information back to the dealers as quickly as possible,' said Jim Powers, chairman of the Acura National Dealer Advisory Board. 'If there is something that needs to be resolved, the dealer will receive a message via fax immediately.'
Acura already mails surveys to new owners, but it takes at least 90 days to get the results. The division will continue those surveys, Colliver said, because their results are tied to several other programs.
The new telephone program is the result of a pilot that ran from July through September. Acura was able to reach 75 percent of new owners within a week of purchase, Colliver said, but his goal is to reach 100 percent.
Dealers asked no questions during the make meeting, partly because Acura dealers got everything off their chests three weeks ago at their annual meeting in Dallas.
Acura's U.S. sales were 142,681 in 2000, up 20.9 percent from 1999. The division has 260 dealers.