The public, the government, and manufacturers demand that car dealerships be run honestly, professionally, and profitably. Customer satisfaction requirement has become a large part of the interplay between franchiser and franchisee. Most manufacturers have programs in place that penalize dealers if customer satisfaction ratings fall below minimum standards. Either they don't get the hot cars, or with some manufacturers they don't get the same sort of mark-up potential on the car. Incentives are given to dealers who maintain high customer satisfaction.
Cars cost every dealer the same amount.
But the manufacturer grants additional funds to dealerships that maintain high customer satisfaction. You're graded on sales and service. We get back our results from all our manufacturers each month. This is true with everybody. If you are lagging, they come down and discuss it with you.