Chrysler has announced they will end incentives and punishment for dealerships that do not provide a high customer satisfaction rating. Chrysler has told their dealers for 20 + years that higher customer satisfaction will bring higher profits. The company is continuing to train dealers. It seems their Reps are switching from enforcement to more of a relationship consulting role. Mystery shoppers are being switched from checklists sheets to “asking about feelings.” The Chrysler brands have placed almost dead last in studies that measure dealer satisfaction for many years. The new program was largely created by the Chrysler National Dealer Council, but leaves people wondering if this is a page out of a Fiat’s playbook. As a consumer, will our experience at the dealer be effect? How do you feel about your local Chrysler/Jeep dealer?