Tesla isn't doing well in the dealership satisfaction department because they aren't dealerships. Tesla's first dealership was at the corner of Wilshire and the 405. It was a ground-floor storefront in a multi-story office building with a couple cars in it. You could sit in the car but if you wanted a test drive you had to arrange it online. They gave that up and instead put the car in the middle of the Century City mall. Again, if you wanted to know more about the car you had to go online. This customer service instrument effectively says "Tesla doesn't have any dealerships" which is exactly why Tesla ranks so low. If your product has a waiting list but a study says you're selling them wrong, either you're right or the study's right. And when the study is supported by an industry that is actively blocking your business model in the courts in every state they can, you can rest assured the study is full of shit.