The percentage of dealer service visits relating to recalls reached 16 percent in 2015 for at least a six-year high, yet satisfaction among those customers is also rising, according to a J.D. Power study.
by Staff
March 19, 2015
Chart courtesy of J.D. Power.
2 min to read
Chart courtesy of J.D. Power.
The percentage of dealer service visits relating to recalls reached 16 percent in 2015 for at least a six-year high, yet satisfaction among those customers is also rising, according to a J.D. Power study.
Customer service has increased to 789 from 777 (on a 1,000-point scale) in 2015 compared with 2014, according to the 2015 U.S. Customer Service Index (CSI) study, which measured customer satisfaction for maintenance work among owners and lessees of 1- to 5-year-old vehicles.
Ad Loading...
While commercial fleet customers can purchase vehicles directly from vehicle manufacturers, they typically must take their vehicles to dealers for recall repairs. Customers on a non-recall maintenance visit reported an 11 percent lower satisfaction.
With a CSI score of 836, Buick ranks highest among mass market brands for a second consecutive year. Rounding out the top five mass market brands in the ranking are MINI (834), Volkswagen (818), GMC (811), and Chevrolet (807).
Jaguar ranks highest in satisfaction with dealer service among luxury brands, with a score of 877. Following Jaguar in the luxury ranking are Lexus (870), Audi (865), Lincoln (861), and Cadillac (858).
The study also revealed other findings, including the benefit to dealers of offering an express lane, online appointment booking, a familiar service advisor, and additional repair suggestions.
While 29 percent of customers said the service advisor recommended additional work, the proportion of customers who agree to have the work performed is 47 percent. Customers spent an average of $277 on that additional recommended work compared with the $171 spent by customer who decline the additional recommended work.
Ad Loading...
Jaguar ranks highest in satisfaction with dealer service among luxury brands, with a score of 877. Following Jaguar in the luxury ranking are Lexus (870), Audi (865), Lincoln (861) and Cadillac (858).
With a CSI score of 836, Buick ranks highest among mass market brands for a second consecutive year. Rounding out the top five mass market brands in the ranking are MINI (834), Volkswagen (818), GMC (811) and Chevrolet (807).
- See more at: http://www.jdpower.com/press-releases/2015-us-customer-service-index-csi-study#sthash.DpQhda6o.dpuf
Fleet drivers face constant visual, cognitive, and environmental interruptions the moment they hit the road. From roadside chaos to mental fatigue and digital overload, today’s biggest driving risks often come from outside the vehicle itself.
FLASH Weather AI has launched a first-of-its-kind hail prediction model capable of forecasting hail size and arrival time at 1-kilometer resolution up to 55 minutes ahead, giving fleets and insurers critical time to prepare for severe storms.
As litigation risk rises, vehicles are increasingly targeted. This Coca-Cola bottler shares how it’s reducing exposure through driver training, technology, and a proactive risk management approach.
From identity management to third-party certifications, the right technology partner should make security easier to manage. Here are the three building blocks that fleet managers need to stay in control as connected systems scale.
Distracted driving remains one of the most persistent risks in fleet operations. New approaches focus on removing mobile device use entirely while adding real-time safety support.
As distraction risks evolve, fleets are turning to smarter, more connected technologies to better understand what’s happening behind the wheel. Part 2 explores how these tools are helping identify risky behaviors and improve visibility across operations.
Distracted driving is often measured by what we can see—phones in hand, eyes off the road. But what about the distractions we can’t? A recent incident raises a bigger question about awareness, attention, and why subtle risks so often go unnoticed.
