A headline on the California firm's press release on customer satisfaction reads as follows: "Overall satisfaction with the sales process declines when customer expectations are not met with regards to new-vehicle features."
The study was done solely with American consumers, but the findings would likely be similar if you polled Canadians, or maybe even more pronounced in favor of custom ordering since we tend to be more practical when buying time is near.
According to this study, "not finding a new vehicle that is equipped with the exact features desired is having a significant impact on overall satisfaction with the sales process."
Steve Witten of J.D. Power says that, "whether buyers end up sacrificing a preferred color or paying for options they didn't necessarily want, having to settle for a vehicle that is not equipped as expected not only affects satisfaction with the vehicle itself, but also affects customer satisfaction with the overall sales experience."
The answer to all this consumer negativity seems quite obvious -- decide what you want and have the company custom-build it for you. You would expect nothing less from the people making your coffee table or you mocha-decaf latte or whatever it is, and they cost many thousands of dollars less.
The study was done solely with American consumers, but the findings would likely be similar if you polled Canadians, or maybe even more pronounced in favor of custom ordering since we tend to be more practical when buying time is near.
According to this study, "not finding a new vehicle that is equipped with the exact features desired is having a significant impact on overall satisfaction with the sales process."
Steve Witten of J.D. Power says that, "whether buyers end up sacrificing a preferred color or paying for options they didn't necessarily want, having to settle for a vehicle that is not equipped as expected not only affects satisfaction with the vehicle itself, but also affects customer satisfaction with the overall sales experience."
The answer to all this consumer negativity seems quite obvious -- decide what you want and have the company custom-build it for you. You would expect nothing less from the people making your coffee table or you mocha-decaf latte or whatever it is, and they cost many thousands of dollars less.