10:05 am, August 12, 2015
The new Volvo XC90.
VOLVO ranks highest among premium brands and Honda ranks highest among volume brands when it comes to UK customer satisfaction with vehicle servicing, according to research.
The inaugural JD Power UK Customer Service Index measures customer satisfaction with their experience at franchised dealers’ service departments.
It looks at levels of customer satisfaction in five key areas: service quality; service initiation; service advisors; vehicle pick-up; and service facility. Satisfaction is calculated on a 1,000-point scale.
The study is a comprehensive analysis of the vehicle service experience and is conducted by JD Power in 16 countries worldwide, providing detailed aftersales solutions for carmakers and dealerships.
Volvo ranks highest among premium brands in satisfaction with a score of 779. Volvo is followed by Land Rover (767) and Audi (762). Honda ranks highest among volume brands in satisfaction with a score of 768. Suzuki and Toyota rank second in a tie (759 each), and Kia and Skoda rank fourth in a tie (on 758).
Dr Axel Sprenger, senior director of European automotive operations at JD Power, said: ‘Any brand and any dealership can provide a consistently positive customer experience if they make it a priority. When they do, they will likely see an increase in revenue and will be able to build customer loyalty.’
JD Power report that satisfaction with dealer service leads in turn to customer loyalty.
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