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Betts: J.D. Power VDS study shows progress

Posted Thursday, Mar 19, 2009, 12:03 pm in Employee News

Doug Betts, Vice President and Chief Customer Officer, issued the following statement regarding the results released today from the J.D. Power and Associates 2009 Vehicle Dependability Study (VDS).

“Today, J.D. Power and Associates announced the results of their 2009 Vehicle Dependability Study (VDS), which reflects vehicle quality in the first three years of ownership, so these are 2006 model year vehicles built in the fall of 2005 and spring of 2006. We were pleased to learn that there are several bright spots for Chrysler LLC within this study.


“First, the Dodge Caravan/Grand Caravan won the minivan segment. With more than 12 million vehicles sold over 25 years, this confirms that Chrysler LLC, the company that invented the minivan, still makes the best vehicles to haul families and their belongings. Second, the Chrysler brand scored above the industry average (165 vs. 170) and ranks eighth among non-premium brands. And finally, Chrysler LLC as a whole remains competitive, improving 17.4 percent from 2005 to 2006 which kept pace with the industry. These results are in line with our expectations based on internal company data, such as warranty claim rates, for the 2006 model year.

“While this shows good progress for Chrysler, we know that we have not arrived at our destination for quality. During the course of 2008, Chrysler has made tremendous progress on quality, which we can see in our internal measures. The fact is that over the past 12 months, Chrysler has reduced its warranty claims by 30 percent. Our internal metrics confirm that we are currently operating with reliability that is better than it has ever been in company history. For the J.D. Power VDS survey, these results will be seen in three years, but the benefits are available to our buyers today.

“With the implementation of Customer Satisfaction Teams (CSTs), Customer Promoter Score (CPS) and other initiatives, we are confident that we will continue to see improvements in our vehicle quality, which will exceed the pace of improvement in the industry.”
 
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