Customer satisfaction program
An umbrella for manufacturer programs — extensions, adjustments, reimbursements — that address known issues outside normal warranty terms.
Part of the Recalls & manufacturer programs cluster.
What it means
A manufacturer customer satisfaction program (CSP) is a campaign that addresses a known condition outside normal warranty terms — for example a warranty extension, a special coverage adjustment, or a reimbursement for a past repair. Manufacturers name and structure these differently.
Why it matters
CSPs can turn a past repair bill into a reimbursement or a future repair into a covered one. Ask the dealer to search your VIN for open programs — that one search covers recalls, extensions, and CSPs.
What it is NOT
It is not a recall, not a loyalty perk, not a class-action settlement, and not guaranteed to cover every instance of a condition — each program defines its own scope.
Related terms
Terms in this glossary describe general warranty practice and US norms — they are informational, not legal advice, and not a reading of your specific warranty booklet.