Volkswagen’s future plans – HOT

Volkswagen Concept BlueSportI’m just back from visiting Volkswagen of America in Hendon, Virginia. VW invited a handful of journalists, myself included, for a sit-down with a handful of execs, including Stefan Jacoby, CEO of VWoA. The purpose of our trip was a glimpse into Volkswagen’s future.

Of course, Volkswagen has bigger fish to fry, primarily poor quality and poor customer service at the dealerships. Volkswagen is working hard on both. Warranty claims are down, and VW has changed their method of doing customer satisfaction surveys. They’ve eliminated financial bonuses for high CSI numbers (which explains why VW dealers were always so eager to get good ratings). Satisfaction survey comments now go directly to dealers (“American consumers are pretty straightforward,” Mr. Jacoby noted). And they have seven dedicated teams that visit dealerships to work on customer satisfaction issues.

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