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In many cases, the end of the year gives you time to step back and take stock of the last 12 months. This is when many of us take a hard look at what worked and what did not, complete performance reviews, and formulate plans for the coming year. For me, it is all of those things plus a time when I u...
Infiniti Makes Record Increase, Nissan Continues to Improve in J.D. Power & Associates Sales Satisfaction Survey
-Company names Leon Dorssers chief customer officer, engages customer experience task force to accelerate momentum-

FRANKLIN, Tenn., Nov. 28, 2012 /PRNewswire/ -- Today, J.D. Power & Associates announced in its annual Sales Satisfaction Index (SSI) report that Infiniti achieved a No. 2 overall ranking in the luxury segment, which is up eight rank positions from 2011—the largest increase in J.D. Power & Associates history.


The report shows that both Infiniti and Nissan continue to improve the experience that customers have when purchasing a vehicle. Infiniti posted a 52-point year-over-year improvement and a 56-point improvement over the last two years. Nissan saw a 10-point increase year-over-year and a 47-point increase over the last two years. 

"Nissan is committed to improving the customer experience at every touch point and ongoing efforts will demonstrate how we are making sustainable improvements," said Nissan Americas Vice Chairman Bill Krueger. Nissan currently is in the midst of the launch of five new vehicles in 15 months.

To accelerate progress in this area Nissan has appointed Leon Dorssers as its first chief customer officer as part of the formation of a customer experience task force chaired by Nissan Americas Vice Chairman Bill Krueger. The task force prioritizes projects designed to enhance the customer's interaction with the company across the entire ownership timeline.

As chief customer officer, Dorssers will maintain responsibilities as vice president, customer quality and dealer network development (CQ and DND) for Nissan Americas. The customer experience task force will work to improve the ability of the company to work across functions such as Sales and Marketing, Parts and Service and Finance to provide solutions that better meet customer needs and that help Nissan to continuously improve in each of these areas.

"As research improves and helps us better understand how people make decisions, we have much more opportunity to improve the customer experience with Nissan and Infiniti across the entire consideration, purchase and ownership timeline," said Dorssers. "It's easier to lose a customer than to earn one, and customers tend to be less likely to forgive a negative experience than they are to remain loyal to you for providing a good experience. That means integrating the voice of the customer across all potential touch points. Instilling a customer-centric culture is imperative to optimizing customer experience for all Nissan and Infiniti products and services."

A customer-centric culture, combined with a keen focus on improving overall sales and service satisfaction, earned both Nissan and Infiniti record gains in an additional report — J.D. Power and Associates' 2012 Customer Service Satisfaction (CSI) Study. Nissan achieved the best ranking in its history and the greatest improvement among mass market brands, gaining 43 points from 2011. Nissan and Infiniti posted two segment leaders each.

About Nissan Americas

In the Americas, Nissan's operations include automotive styling, engineering, consumer and corporate financing, sales and marketing, distribution and manufacturing.  Nissan is dedicated to improving the environment under the Nissan Green Program 2010 and has been recognized as a 2010 ENERGY STAR® Partner of the Year by the U.S Environmental Protection Agency. More information on Nissan in North America, the Nissan LEAF and zero emissions can be found at

About Nissan

Nissan Motor Co., Ltd., Japan's second largest automotive company by volume, is headquartered in Yokohama, Japan and is an integral pillar of the Renault-Nissan Alliance. Operating with more than 248,000 employees globally, Nissan provided customers with more than 4.6 million vehicles in 2011. With a strong commitment to developing exciting and innovative products for all, Nissan delivers a comprehensive range of fuel-efficient and low-emissions vehicles under the Nissan and Infiniti brands. A pioneer in zero emission mobility, Nissan made history with the introduction of the Nissan LEAF, the first affordable, mass-market, pure-electric vehicle and winner of numerous international accolades including the prestigious 2011 European Car of the Year award.

For more information on our products, services and commitment to Sustainable Mobility, visit our website at

SOURCE Nissan Americas

About PR Newswire
Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

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