Reference no: EM133043263

Express Automotive, an automobile mega-dealership with more than 600 employees that represent 22 brands, has just received a very discouraging set of survey results. It seems its customer satisfaction scores have fallen for the ninth straight quarter. Customer complaints included the following:

• It was hard to get prompt feedback from mechanics by phone.
• Salespeople often did not return phone calls.
• The finance people were perceived as pushy.
• New cars were often not properly cleaned or had minor items that needed immediate repair or adjustment.
• Cars often had to be returned to have repair work redone.

The following table describes Express Automotive's current compensation system.

1. Analyze the compensation package provided for each team and identify the ways in which the current compensation plan helps company performance or impedes company performance. What recommendations would you make to improve the compensation system in a way that would likely solve customer service problems and improve customer satisfaction?