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DealersThose Maddening Surveys!Those Maddening Surveys!
LAS VEGAS Auto makers' customer satisfaction surveys remain a big complaint for dealers. Alan Starling, 2003's chairman of the National automobile Dealers Assn. raised the issue in October by blasting how auto makers poll customers and how that data is used to measure dealer performance. Complaints include unfair scoring, too many questions and using the survey results to reward and punish dealers.
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