Good service is rewarded

The quality of service departments is the No 1 factor when it comes to customer satisfaction and car dealership loyalty, claims new research.

According to the JD Power 2016 UK Customer Service Index (CSI) Study, among highly satisfied customers (overall satisfaction scores of 900 or higher on a 1,000-point scale), 92% say they “definitely will” return to the same service facility for future warranty service (work they do not have to pay for), and 83% say they “definitely will” return for future paid service (work they do have to pay for).

Additionally, 78% of customers who are highly satisfied with their service experience say they “definitely will” purchase or lease their next new vehicle from the servicing dealership.

When service satisfaction drops to 800-899, intended purchase loyalty dips to 44% and tumbles to 23% when satisfaction is between 600 and 799.

Toyota ranks highest among volume brands, with a score of 776, a 17-point improvement from 2015. Honda ranks second (775), followed by Kia (765), MINI (757) and Suzuki (753).

Mercedes-Benz ranks highest among premium brands, with a score of 774, an 18-point improvement from 2015 when it ranked fourth. Mercedes-Benz is followed by Land Rover (773) and Audi (761).

Other key findings

Dealership welcome – when the service advisor greets customers immediately upon their arrival, it can improve service satisfaction by as much as 48 points; yet, 61% of customers indicate they had to wait for a greeting. When the service advisor knows the customer’s vehicle history and the customer says the service advisor is completely focused on their needs, service satisfaction can increase by as much as 46 and 56 points, respectively. Additionally, while only 34% of customers indicate their service advisor used a tablet during their service visit, overall satisfaction can increase by as much as 31 points when the advisor uses this device.

Collection after service – service customers in the UK spend an average of 9 minutes to finish the paperwork and pick up their vehicle after maintenance or repairs. Overall satisfaction is highest (778) among the 53% of service customers who indicate the pick-up process took 5 or fewer minutes. Satisfaction drops to 750 among the 28% of customers who say the process took 6 to 10 minutes and dips to 714 among the 9% who say it took 11 to 15 minutes.

Cost transparency – overall satisfaction averages 742 among the 81% of customers who received an explanation of the charges after service was completed, compared with 653 among those who did not receive an explanation. Similarly, overall satisfaction is 741 among the 84% of customers who received an explanation of the work performed on their vehicle, compared with 637 among those who did not receive an explanation.

The study, now in its second year, measures UK customer satisfaction with their service experience at a franchised dealer facility for maintenance and repair work.

The post Good service is rewarded appeared first on Automotive Blog.

from Automotive Blog http://www.automotiveblog.co.uk/2016/06/good-service-rewarded/
Looking for a dash cam for your vehicle? Check out Dash Cam Buyers Guide: http://dashcambuyersguide.com/

from
http://dashcambuyersguide.tumblr.com/post/145622135873