Dealer service departments have seen improved scores on JD Power and Associates’ latest Customer Service Index Study – at 797 (on a 1,000 point scale), it’s up 10 points over 2012 and 29 points over 2011. While customers are spending more for service at dealerships than independent service shops ($118 vs. $44 in cost per visit), they’re more satisfied with the service they’re receiving at dealerships.
Lexus took the highest ranking in the JD Power study for the fifth consecutive year with a score of 862. GMC is the highest-scoring overall brand, with a CSI score of 819.
The Customer Service Index Study looks at how customers are experiencing the dealer service department during the first three years of ownership. The results are based on responses from 91,000 owners and lessees of 2008 to 2012 model year vehicles. Maintenance work is becoming more common – it accounted for 77% of service visits, up from 72% in 2012 and 63% in 2011. This is a likely reason for customer satisfaction rising, as a well-maintained car is less likely needing to be rushed in for an unexpected and expensive repair.