Latest Online Edition  Read Here

Automotive Service Drives Customer Satisfaction

Automotive Service Drives Customer Satisfaction Featured

Quality of automotive service continues to show significant improvement and is driving an increase in overall customer satisfaction, according to the J.D. Power 2017 U.S. Customer Service Index Study.
Service quality scores account for the greatest improvement, rising to 805 (on a 1,000-point scale) from 779 in 2015, when the study was redesigned. The other four measures - service advisor, service initiation, service facility and vehicle pick-up - all show improvement from 2015 levels. Overall customer service is 813, up from 800 over the same period.
The study measures customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of 1- to 5-year-old vehicles.
The study shows that among customers who are contacted by phone, 55 percent say they "definitely will" return for paid service. When receiving text message updates, that loyalty factor jumps to 67 percent. Additionally, customers' preference for communicating via text has increased across all generational categories since 2015.

Last modified on Monday, 20 March 2017 23:28
Rate this item
(0 votes)

Start the day with the information you need to succeed!
Click here to sign up for our newsletters!

  • Lender Gives Relief to Wildfire Victims
    Lender Gives Relief to Wildfire Victims Toyota Financial Services (TFS) announced it is offering payment relief options to its customers affected by the recent California wildfires.…
    Written on Sunday, 22 October 2017 18:28
  • Platform Offers Dealers Free Service
    Platform Offers Dealers Free Service CarStory, the automotive AI platform from Vast, announced general availability of CarStory Leaderboard, a free service that gives dealerships a…
    Written on Sunday, 22 October 2017 18:28
  • ‘Perfect Dealership’ Book Announced
    ‘Perfect Dealership’ Book Announced Max Zanan, an automotive retail expert with nearly 20 years of experience, announced the upcoming release of his book ‘Perfect…
    Written on Sunday, 22 October 2017 18:28
  • Software Firm Reports Growth
    Software Firm Reports Growth CDK Global announced that its CDK Partner Program has grown to more than 350 partners and 450 unique applications. As…
    Written on Sunday, 22 October 2017 18:28