32: Retail Consumer Satisfaction
That brings us to this point, GM has faltered in customer satisfaction in the last decade. You could point to the lack of dealership experience, but it’s also the quality of the vehicles. Many of these vehicles are rushed into production, and production facilities are rushing the vehicles together. A chain that doesn’t have a proper cause and effect, and you’ll miss out on the high-quality vehicles that were coming out of Detroit for decades. The company needs to get back on the ball with quality and start building a put-together vehicle.
Going to the dealership to get a new car shouldn’t entail having to bring it back 10 times because the paneling keeps falling off. With the amount of money that the company spends to keep the UAW happy the quality of the car parts could be a lot better. GM needs to get its act together when it comes to the fit and finish of the vehicles.