HUMMER Customer Retention

[BlueHUMMERH2]

http://www.theautochannel.com/news/2...07/030902.html

[Wisha Haddan H3]

That's pretty good considering Hummer only had 4 vehicles in 2006 (counting the H2sut) and now only 3.

[HummBebe]

As a Customer Service/Sales Manager, I would be HORRIFIED at those numbers.

HUMMER can do better.

[Wisha Haddan H3]

Horrified ... really? I think it's very good, since Hummer is competing against manufacturers with full vehicle lines.

It's easy to be Ford loyal when you have trucks, SUVs, sports cars, sedans, coupes, minivans and compact cars to choose from. Hummer owners don't have the same options.

Out of the narrow focus manufacturers in the list - Scion, Jeep, GMC, Mini and Pontiac - only Scion beat Hummer in customer retention. As Hummer offerings grow (with the H3 truck and H4) and as they update their vehicle line (with the Alpha series), I believe that rate will rise. Especially if mpg improves.

[Desert Dan]

I think the gas prices and the H2's mileage and GM's financial worries may have caused some Hummer owners to jump ship?

With the availability of the H3 and future models people may stay with the Hummer brand in a smaller package?

Heck I bought a GM product for the first time this year. If I have major problems and am not treated well by dealers or GM I probably would buy something else but not a GM product. Friends of mine were concered about GM going down and wouldnte even consider an H3.

Quality, great designs and reliablity build brand loyalty and generate repeat customers. Pretty simple in my book?

Where is the H4?

[f5fstop]

Originally Posted by Wisha Haddan H3

Horrified ... really? I think it's very good, since Hummer is competing against manufacturers with full vehicle lines.

It's easy to be Ford loyal when you have trucks, SUVs, sports cars, sedans, coupes, minivans and compact cars to choose from. Hummer owners don't have the same options.

Out of the narrow focus manufacturers in the list - Scion, Jeep, GMC, Mini and Pontiac - only Scion beat Hummer in customer retention. As Hummer offerings grow (with the H3 truck and H4) and as they update their vehicle line (with the Alpha series), I believe that rate will rise. Especially if mpg improves.

I have to agree and also add that Hummer is limited in the number of dealers compared to the ones that placed higher. Also, with the rising cost of fuel, some will not purchase another Hummer. These are the true soccer families and never needed a Hummer anyway. Then add in the fact the H2 is getting a bit long in the tooth, and drastically needs something to jump start it again. Not saying there is anything wrong with the H2, but I know many who own H2s are waiting for the next powertrain combination.

As for H3 owners, they have not been around long enough to affect a retention survey in any great number, or they are pi**ed at Hummer marketing (like me) for not offering any new colors for the '07 model, except for the H3Bling model. Hell, I was set to get an '07, until I found out Desert Sunset was only available with the H3x package.

[HummBebe]

Originally Posted by f5fstop

I have to agree and also add that Hummer is limited in the number of dealers compared to the ones that placed higher. Also, with the rising cost of fuel, some will not purchase another Hummer. These are the true soccer families and never needed a Hummer anyway. Then add in the fact the H2 is getting a bit long in the tooth, and drastically needs something to jump start it again. Not saying there is anything wrong with the H2, but I know many who own H2s are waiting for the next powertrain combination.

As for H3 owners, they have not been around long enough to affect a retention survey in any great number, or they are pi**ed at Hummer marketing (like me) for not offering any new colors for the '07 model, except for the H3Bling model. Hell, I was set to get an '07, until I found out Desert Sunset was only available with the H3x package.

Love the desert sunset color.....

But really, why aren't H2 and H1 owners buying other HUMMERs? With all that disposable income, they should have one of each.

[f5fstop]

Originally Posted by HummBebe

Love the desert sunset color.....

But really, why aren't H2 and H1 owners buying other HUMMERs? With all that disposable income, they should have one of each.

Actually, I would say H1 owners would not show too much on this type of survey, since there numbers are limited and the vehicle is quite expensive. Primarily, it will be H2 owners until a year or two.

[BlueHUMMERH2]

I think the numbers aren't too bad, and you guys have brought up some good points. Of course, it would be nice to see the numbers go higher as the new models come out, and older ones age to a point where they are considered for replacement by their owners. Conquest rate is pretty high I think, which right now is probably the best judgement of the HUMMER line's success.

I think the Toyota/Lexus retention is amazing. Maybe the dealers are ass-kissing more? I've heard so many bad stories (and experienced them) from domestic dealers.

But I have to say for me, as long as I can afford a Hummer, I will always have one. I don't plan on switching over to anything else.

Interesting. Hummer did pretty well considering the slide in H2 sales. I think Lexus/Toyota at the top of list is not due to dealer service, more due to product quality, based on my experience with owning 2 Toyotas 2001-2005.

S.