Customer Service Index Study Merced CA

Getting your new car serviced at the dealership, whether it be for warranty repairs or regularly scheduled maintenance, is an often-overlooked part of the new-car ownership experience. A positive dealer service experience can greatly affect overall customer satisfaction and, from the dealer's perspective, increase the likelihood that you'll buy another vehicle from them.

Intellicircuit Solutions Inc
(714) 779-8878
4430 E Miraloma Ave
Anaheim, CA
 
Global Notary Solutions Inc
(858) 336-6815
8799 Balboa Ave
San Diego, CA
 
Best Deal Computer Service Inc
(619) 425-5592
Chula Vista
Chula Vista, CA
 
Bush Horatio
(562) 529-2596
6635 Minnesota Ave
Long Beach, CA
 
A G & P Business Consulting & Solutions Company
(818) 248-8195
3600 Ocean View Blvd
Glendale, CA
 
SPM Solutions
(408) 868-8593
19925 Stevens Creek Blvd
Cupertino, CA
 
San Diego Crm Consulting
(619) 866-4276
9974 Scripps Ranch Blvd # 341
San Diego, CA
 
Bwt Industries Inc
(562) 663-1960
2725 Seaboard Ln
Long Beach, CA
 
Steren Shop
(619) 585-1960
1285 Broadway #100
Chula Vista, CA
 
New Technology Solutions
(619) 426-4009
44 3rd Ave
Chula Vista, CA
 

Customer Service Index Study

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Getting your new car serviced atthe dealership, whether it be forwarranty repairs or regularly scheduled maintenance, is anoften-overlooked part of the new-car ownership experience. A positivedealer service experience can greatly affect overall customersatisfaction and, from the dealer's perspective, increase thelikelihood that you'll buy another vehicle from them. And asnew-vehicle sales continue to sputter and new customers are becomingincreasingly harder for dealers to find, retaining existing customersbecomes even more critical.

Recently, J.D. Power and Associates surveyed verified owners of three-to five-year-old vehicles to measure their satisfaction with dealerservice. As part of the 2009 Customer Service Index (CSI) Study,consumers were asked to rate their dealer's service department in fiveareas:
  • Service quality
  • Service initiation
  • Service advisor
  • Service facility
  • Vehicle pickup


The findings showed that although satisfaction with dealerservicetends to decline as vehicles age"particularly during the fourth andfifth years of ownership"those brands whose dealers provide the highestlevels of customer satisfaction with service during the warranty periodretain a greater share of actual service visits at the dealership, evenafter the warranty period expires.

Other highlights of the study include:

  • Overall customer satisfaction with dealer service is up onlyslightly compared to last year, with premium brands making the largestsatisfaction and ranking improvements.
  • The ability to accommodate walk-ins, provide loaner cars and havea dedicated service greeter all contributed to the premium brands'higher index scores.
  • Vehicle retention is one of the focal points this year, as ownersare keeping their vehicles longer. This longer retention period makesthe dealer focus on service and keeping existing customers even moreimportant.
  • Brands with dealers that achieve particularly high CSIscores"averaging above 800 (on a 1,000-point scale)"during the firstthree years of vehicle ownership retained 79 percent of dollars spent on maintenance and repairs during the first five years of ownership. In contrast, brandswhose dealerships attained CSI scores averaging 800 or lower retainedonly 69 percent of customer maintenance and repair dollars.
  • With an index score of 835, Lexusranks highest among allnew-vehicle brands, improving upon its

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