Resolution Focus

When an issue occurs during the car buying process, the immediate focus should be to resolve it as effectively and efficiently as possible. Kia keeps track of dealers’ Issue Resolution Rates to ensure customers are satisfied.

We can’t change a customer’s previous experience, but we can work to focus on the resolution and ensure future interactions or experiences with Kia are exceptional!

Issue Resolution Process:

• Dealers have five calendar days to resolve the issue with the customer before it is escalated to the Dealer Principal and DSM
• If the customer indicates that the issue is still unresolved by answering “No” to the follow-up survey, then it is escalated to Kia Consumer Affairs for further follow-up
• Any issues closed after five calendar days will not count toward the dealership’s Issue Resolution Rate

Remember, focusing on the resolution for the customer is another opportunity to offer an exceptional customer experience.

Sincerely,
Sales and Field Operations Team
Kia America, Inc.