The study finds a direct correlation between service satisfaction and loyalty. Overall, 79 percent of vehicle owners indicate they "definitely will" return to their dealership for maintenance and repairs covered under their vehicle's warranty, and 64 percent indicate they "definitely will" return to the dealership for service work after their vehicle's warranty expires. However, loyalty increases dramatically among vehicle owners who are "delighted" (satisfaction scores of 901 and higher) with their service experience, as 96 percent indicate they "definitely will" return to the dealer service department while their vehicle is under warranty, and 89 percent indicate they "definitely will" return post-warranty. Further, 38 percent of vehicle owners overall indicate that they "definitely will" purchase or lease their next vehicle from the same brand, and increases to 59 percent among owners who are "delighted."
"The service experience has a profound impact on vehicle owners, not just where they take their vehicle the next time they need maintenance or repairs, but also on their next vehicle purchase," said Sutton. "Dealers know this, and most are taking the appropriate steps to ensure their customers have the best experience possible on both the sales and service sides of the store."
Overall Satisfaction with Service Improves
Overall satisfaction with dealer service improves by 10 points in 2013, compared with 2012, with gains in all five study measures. Among the 30 rank-eligible brands, 28 improve in service satisfaction from 2011, with eight brands improving by at least 20 points.
Additionally, overall satisfaction improves across all five study measures, with the largest year-over-year gains in service facility and vehicle pick-up, which also includes vehicle owner perception of the fairness of the charges.
"While there are a lot of things dealers can't control, such as the product and the incentive levels on the sales side, one thing they can control is the service they provide," said Sutton. "When new-vehicle sales dropped in 2008, dealers increased their focus on service, and that attention on the service customer continues today."
Highest-Ranked Nameplates
Lexus ranks highest in satisfaction with dealer service among luxury brands for a fifth consecutive year. Lexus achieves an overall CSI score of 862 and performs particularly well in service initiation, service facility and service quality. Rounding out the five highest-performing nameplates in the luxury segment are Cadillac (858); Jaguar (856); Acura (852); and Infiniti (848).
Three of the 11 luxury brands improve their index score by 20 or more points, compared with 2012, with Land Rover achieving the greatest year-over-year improvement (+29 points). Infiniti improves by 24 points and Lincoln by 23.
Among mass market brands, GMC ranks highest with a score of 819. GMC performs particularly well in service initiation, service advisor, service facility and service quality. Rounding out the five highest-performing brands in the mass market segment are MINI (810); Buick (809); Chevrolet (806); and Volkswagen (804).
Five of the 19 mass market brands improve their index score by at least 20 points, compared with 2012, with Scion improving 24 index points, Nissan and Dodge each improving by 23 points. Mitsubishi improves by 22 points and Chrysler by 20.
J.D. Power and Associates offers the following tips for consumers regarding vehicle service at their dealership:
When possible, schedule your dealer service appointment in advance. Customers who have an appointment tend to be more satisfied with their overall service experience than do those without an appointment due to dealer ability to appropriately prepare for the visit.
If your vehicle has to remain at the dealership for maintenance or repairs, ask the service advisor for a loaner vehicle. Many dealerships have a fleet of vehicles customers may borrow while their vehicle is in for service.
Following maintenance or repair work on your vehicle, ask for a vehicle inspection report, and review it with your service advisor.
The 2013 U.S. CSI Study is based on responses from more than 91,000 owners and lessees of 2008 to 2012 model-year vehicles. The study was fielded between October and December 2012. J.D. Power and Associates measures dealer service in various countries around the world, including Australia, Canada, China, Germany, India, Indonesia, Japan, Malaysia, Mexico, the Philippines, Taiwan, Thailand and the UK.
News Source: J.D. Power and Associates
Image Credit: Tier10
Category: Car Buying, GMC, Lexus
Tags: car repairs, car service, csi, customer service, customer service index, gmc, jd power, jd power and associates, lexus
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