DETROIT -- Chrysler Group's suspended Dealer Standards rewards program, which paid cash to dealers who met customer-satisfaction standards and other goals, will stay on hold until at least the third quarter, a Chrysler spokesman said.
Chrysler suspended the rewards portion of the program Jan. 1. CEO Sergio Marchionne said the program had improved facilities, but customer-satisfaction scores had plateaued.
Chrysler's Dealer Standards program, introduced in late 2009, gave as much as $200,000 per quarter to large dealerships that met standards for customer satisfaction, facilities and management, dealers say. The smallest dealerships could earn $4,500 per quarter.
While the facilities and customer-satisfaction standards have continued, payments to dealers for compliance were suspended.
David Kelleher, chairman of the Chrysler National Dealer Council and owner of David Dodge-Chrysler-Jeep-Ram in Glen Mills, Pa., said Chrysler and council members continue to work on the details of a successor program.
Kelleher, who declined to provide details, did say that its mystery shopping component had been "improved" and that some elements, such as dealer reporting and goal-setting, remain to be settled.
Some dealers had complained that nonrevenue generating mystery shoppers took their staffs away from paying customers.
A Chrysler spokesman said the dealer council and Chrysler are scheduled to meet again on the program in June.