Service Visits Down Only Slightly

By Staff Writer March 12, 2021 304

Despite COVID-19 and the lockdowns, dealer service visits are only down 6 percent from the previous year and overall satisfaction increases to 847 (on a 1,000-point scale) from 837 a year ago, according to the J.D. Power 2021 Customer Service Index (CSI) Study, released recently. Overall satisfaction also increases for a sixth consecutive year.

“When one- to three-year-old vehicles required service in 2020, dealers captured an even greater share of service visits, which is the highest level in at least five years,” said Chris Sutton, vice president of automotive retail at J.D. Power. “Dealerships made the most out of a disruptively bad situation.

“Completing work right the first time, as well as focusing on customers’ needs, play significant roles in satisfaction—and dealers are nailing these key performance indicators nearly 100 percent of the time.”

The study measures satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of one- to three-year-old vehicles. It also provides a numerical index ranking of the highest-performing automotive brands sold in the United States, which is based on the combined scores of five different measures that comprise the vehicle owner service experience.

Following are key findings of the 2021 study: remote or online payment options boost satisfaction; using express service increases satisfaction: battery-electric vehicle owners less satisfied with service; BEV owners less satisfied with maintenance than repairs.

Porsche ranks highest in satisfaction with dealer service among premium brands with a score of 899. Lexus (895) ranks second, followed by Infiniti (887), Cadillac (883) and Lincoln (872). MINI ranks highest in satisfaction with dealer service among mass market brands, with a score of 864. Buick (859) ranks second, followed by Mitsubishi (857), GMC (856) and Kia (855).

The 2021 U.S. Customer Service Index Study is based on responses from 62,519 verified registered owners and lessees of 2018 to 2020 model-year vehicles.

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Last modified on Tuesday, 16 March 2021 14:41