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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
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