The latest result of dealer service satisfaction survey shows that Lexus and Buick are the car brands that most customers rely on when it comes to customer service. Not only is auto dealer service excellent before the sale, but you can also expect the post-sale service to be equally satisfying. The survey was conducted by J.D. Power’s U.S. Customer Service Index (CSI) study, and found that the two brands shine the most when it comes to customer satisfaction.
Dealer service satisfaction is a primary factor in developing customer loyalty and respect to an automaker's brand. Additionally, loyalty determines whether a dealer will have a repeat customer in a few years, which also makes the brand more popular through word of mouth. Having these factors in vehicle brands can significantly help increase their sales, which ultimately, also raise the US economy.
The latest study shows that Lexus from Toyota Motor lead the luxury brand category, and General Motors offering the best service among mass market brands. The J.D. Power CSI base their evaluation on five essential metrics for dealer satisfaction. These include service initiation, vehicle pickup, service facility, service quality and service advisor.
More than 70,000 owners and lessees of 2012 through 2016 model-year vehicles participated in the 2017 study. According to the 24/7 Wall St., among luxury vehicles, the average CSI score was 859. Highest-ranked in the U.S. is Ford Motor Co, followed by Audi, Lincoln, Porsche, and Cadillac in the luxury category.
According to the Yahoo News, among the mass market brand, the lead score is 807, with Buick customers most satisfied compared to other brands. Also in the top five are Mini, GMC, Chevrolet, and Nissan respectively. Fiat Chrysler Automobiles claimed the bottom four places in the rankings with its highest-scoring Chrysler brand failing to reach the mass market average.