THE MANUFACTURER AND THE CUSTOMER

Market surveys related to the car industry indicate that the cost and convenience of keeping a vehicle on the road are the major concerns of the consumer. If the consumer is dissatisfied with after sales performance of his car and is further asked what action he intends taking, over 68% have answered that complaining to either manufacturer or dealer serves no purpose and therefore they resort to not buying the product and actively advise friends and colleagues against similar purchases. The most powerful form of advertising is "word of mouth". In order to satisfy the customer, the manufacturer must drastically improve production quality, and raise the standard of workmanship and general efficiency at dealer service level. Methods taken by Nissan to improve in these areas are described. /TRRL/

  • Supplemental Notes:
    • From the Papers of the Society of Automotive Engineers, Australasia, National Convention, Hobart, 1978.
  • Corporate Authors:

    Society of Automotive Engineers

    191 Royal Parade
    Parkville, Victoria 3052,   Australia 
  • Authors:
    • Marsden, H R
  • Publication Date: 1978

Media Info

  • Pagination: 4 p.

Subject/Index Terms

Filing Info

  • Accession Number: 00188284
  • Record Type: Publication
  • Source Agency: Transport and Road Research Laboratory (TRRL)
  • Files: ITRD, TRIS, ATRI
  • Created Date: Mar 28 1979 12:00AM