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Dealers Helped Take Sting Out of Recalls, Finds JD Power Survey

Jaguar, Buick tops in customer service, in new survey.

by on Mar.18, 2015

John Csernotta of J.D. Power, left, presented Joe Eberhardt, center, and Eric Johnston, right, of Jaguar with a 2015 J.D. Power Customer Service Index award

While a record number of vehicles – about 64 million in all – were recalled in the U.S. last year, dealers helped take the sting out of things, according to a new survey by J.D. Power and Associates.

Power’s latest Customer Service Index found that dealers went out of their way to make the repair process as painless as possible.

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“Manufacturers have shown that it is possible to turn a potential negative into a positive when it comes to recalls if they’re done in a way that doesn’t inconvenience the customer,” noted Chris Sutton, vice president of J.D. Power’s U.S. automotive retail practice. (more…)

Lexus Tops New JD Power Customer Service Study

GMC surges into lead among mass market brands.

by on Mar.13, 2013

Lexus vehicles like the GS sedan once again dominated the Power measure of dealer service.

Sure, those car dealers are easy to poke fun at. But a new study suggests American motorists are more than happy, on the whole, with the service they’re delivering.

For the fifth year in a row, Lexus led the closely watched J.D. Power Customer Service Index, a measure of how well are meeting owners’ expectations for performance at their repair shops. Detroit-based GMC, meanwhile, jumped into the lead among mass-market brands, according to the market research firm.

The annual CSI found that customers are becoming increasingly satisfied by dealer service in general, especially with the service they get from factory-approved retailers as compared with independent facilities.

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“Manufacturers have made large investments in their retail programs, and dealers have made significant investments in key customer touch-points—people, improved processes and customer waiting areas—which are having a profoundly positive impact on their customers,” said Chris Sutton, the JDPA senior director in charge of the 2013 survey.

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Lexus, Mini Top Brands for Customer Satisfaction with Dealer Service

Study finds dealers ranked above independent service shops.

by on Mar.14, 2012

Lexus topped the J.D. Power Customer Service chart for a fourth consecutive year.

For the fourth year in a row, Lexus has topped the charts as the brand delivering the highest level of customer satisfaction when it comes to dealer service.  Among mainstream brands, Mini led the list for the second consecutive year, according to a new study by J.D. Power and Associates.

The annual Customer Service Index, or CSI, found that overall satisfaction with dealer service has improved substantially over the last year, perhaps reflecting efforts by automakers to build brand loyalty.  Significantly, survey respondents revealed they are generally more pleased with the service they get at the dealer than with work done by independent repair shops.

“Steady improvements in vehicle quality, longer intervals between recommended service visits and a higher mix of maintenance service events have had a positive effect on overall dealer service satisfaction,” said Chris Sutton, senior director at J.D. Power and Associates.

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“Moreover,” Sutton added, “manufacturers and their dealers have instituted broad-based customer service improvement initiatives to increase satisfaction with both the purchase experience and after-sales service, with the understanding that a substandard service occasion can and will impact their ability to make a future vehicle sale or gain repeat service business.”

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