Dealer Service Departments Score Big in JD Power Study

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.



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