"It’s about making GM a customer-centric company… and working to ensure that everything we do is driven by the customer” according to a very impressive and well-credentialed Alicia Boler-Davis, General Motors Senior Vice President of Global Quality and Customer Experience who, in my view, has the biggest job in the auto industry - hitting head on: 1. Customers’ perception of GM vehicles, brands, and image before they step into the dealer showroom, and, 2. the relationships customers have with GM and dealership personnel throughout the sales, service and ownership experience. There's a history to overcome.
Drive quality is now measured with a tool that was purchased from Austrian company AVL that provides a numerical assessment of drive quality and enables GM to precisely benchmark the competition. Boler-Davis says "The AVL tool allows us to take the customer’s requirements and translate them into technical specifications that our engineers use to deliver the driving experience that customers expect."
2013 J.D. Power Initial Quality Survey, ranking GM the best automaker for initial quality for the first time and being the only automaker to have fewer than 100 problems-per-hundred-vehicles. Eight of GM vehicles placed first in their segment. No other automaker had more than three. And half of GM's models scored in the top three in their segment. 2013 J.D Power Vehicle Dependability Study ranked GM vehicles highest in four separate segments and 11 GM models either received a segment award or placed in the top three in their category.
In the 2012 Consumer Reports Annual Reliability Survey, all four of GM U.S. brands improved their scores and are now ranked above the industry average. Cadillac improved 15 places and is now ranked the most reliable U.S. brand. Consumer Reports now recommends 16 GM vehicles, up from 11 the previous year.
Boler-Davis says "Warranty costs are another way to gauge the quality of our products, and so I’m also pleased to point out that – on a per-vehicle basis – we have spent less than, for example, Toyota on warranty repairs for the last five years."
|2014 Chevrolet Impala|
"...our goal at GM is to provide the best overall customer experience in the industry." I believe positive parting memories of a vehicle influence future purchases so GM is on the right track.