Honda and Volvo came top for consumer satisfaction with vehicle service in J.D. Power’s 2015 UK Customer Service Index Study.
The study was based on five qualities: service quality, service initiation, service adviser, vehicle pick-up and service facility.
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On a 1,000 point scale, Volvo scored 779 for customer service, the highest in its ‘premium brand’ category, beating second placed land Rover, which scored 767. The average score for a premium brand was 761.
The volume brands section was dominated by Japanese manufacturers, with Volvo coming first with a score of 768. Suzuki and Toyota came in joint second with scores of 759, above a sector average score of 737.
Other findings in the survey included:
– Satisfaction among the 93% of customers who were able to get an appointment on the day they desired averaged 768, compared with 576 when an appointment was unavailable on their desired day.
– While 25% of customers would prefer to schedule a service appointment over the Internet, only 15% actually do.
– The most popular reason for choosing a dealer for service was prior experience with the service department (35%), followed by location (34%) and prior experience with the sales department (32%). Fewer than 3% of customers indicated selecting their service facility due to advertising or promotions/coupons.
– Though only 31% of dealers recommended additional service work to their customers, when they do, 62% of customers had the recommended work done.
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By GlobalDataAxel Sprenger, senior director of European automotive operations at J.D. Power, said: "The common perception is that the luxury brands are able to deliver a more satisfying customer experience, but the study shows this is not the case.
"Any brand and any dealership can provide a consistently positive customer experience if they make it a priority and have the people and processes in place. When they do, they likely will see an increase in revenue and will be able to build customer loyalty."
The study was based on a survey of 9,091 respondents who purchased a vehicle between April 2012 and March 2014.
