In January, I told of an eastern U.S. dealer who had General Motors on his case because only 30% of his customers said in CSI surveys that they were "completely satisfied" with the dealership. (Sixty-nine percent said they were "very satisfied," bringing the overall satisfaction total to 99%.) A lot of readers subsequently weighed in on the subject. They still are. An Iowa dealer tells me it's a "mathematical misuse of percentiles" the way manufacturers stack dealerships' customer ...

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