Earlier today I covered an article by a website called ConsumerAffairs.com. The article was totally critical of Saab’s quality and service, and this criticism was based solely on their collection of just fourteen (14) complaint letters received over a period of six years.
Yes, Saab do have some quality issues and their US dealer service network does need to improve, but this was a total beatup based on a rediculously small sample, some of which included driver/owner error. It’s fair to say that ConsumerAffairs.com’s story represents a very small sample of the North American experience.
To bring an alternative point of view, Olav has emailed me some charts from “The Loyalty Group”, who conduct customer satisfaction surveys with the co-operation of groups from Denmark, Norway, Finland and Sweden. The following charts are from 2003-2006 and measure satisfaction with the vehicles and the service received.
Original entries are in strange foreign languages that I can’t translate (and Olav didn’t have time to translate as he’s a hard working man), but you’ll get the picture. The line that they’re either above or below in the first three graphs is the average, as is the dotted line in the fourth one.