J.D. Power CSI Study Has Good News for Dealer Service Managers

For deal­er­ship ser­vice man­agers wor­ried about los­ing cus­tomers to inde­pen­dent and after­mar­ket com­peti­tors, there is good news out there, accord­ing to a J.D. Pow­er and Asso­ciates report – the 2012 U.S. Cus­tomer Ser­vice Index (CSI) Study. For deal­er cus­tomers, over­all sat­is­fac­tion with the ser­vice expe­ri­ence aver­ages 38 points high­er on a 1,000-point scale, com­pared with non-deal­er facil­i­ties (787 vs. 749, respec­tive­ly). Anoth­er improve­ment seen in the study is that 79% of all ser­vice vis­its among own­ers of one-to-three-year-old vehi­cles are per­formed at deal­er facil­i­ties, up from 74% in 2011 and 72% in 2010.

Con­tribut­ing to the over­all improve­ment is a shift in the pro­por­tion of main­te­nance and repair work per­formed at deal­er ser­vice cen­ters. In 2012, 72% of vehi­cle own­ers indi­cate their lat­est deal­er ser­vice vis­it was for main­te­nance rather than repair, an increase from 63% in 2011. Lexus ranks high­est in cus­tomer sat­is­fac­tion with deal­er ser­vice among lux­u­ry brands and receives an award for a fourth con­sec­u­tive year. Among mass mar­ket brands, MINI ranks high­est for a sec­ond con­sec­u­tive year with a score of 809.


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