According to J.D. Power and Associates’ 2011 U.S. Customer Service Index (CSI) Study, MINI and Lexus are among the brands with the best dealership service. The annual study takes into consideration multiple factors of dealership service after the sale has occurred. Five measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.
Among the the luxury brands, Lexus ranked at the top (847 points) and it was the top-performing luxury brand for the third year in a row. Rounding out the top four nameplates in the premium segment are Jaguar (837); Cadillac (830); and Acura (828). Among luxury brands, Volvo and Porsche achieve the greatest improvements from 2010.. BMW ranks 6th with 814 points, ahead of Mercedes-Benz and Porsche. Audi, Volvo and Land Rover dealerships lagged at the bottom.
In the Mass Market Brands, MINI ranks highest with a score of 805 and improves by 19 points from 2010. MINI performs particularly well in the vehicle pick-up and service quality factors. Also among the top 10 brands in the mass market segment are GMC (803); Buick (799); Chevrolet (792); Kia (784); Hyundai and smart, in a tie (783 each); Volkswagen (779); Ford (773); and Honda (765). Of mass market brands, Mazda and Suzuki achieve the greatest improvements from 2010.
The study also finds that, during the past five years, dealer service facilities have gradually increased their share of service visits and spending, particularly among customers whose vehicles are under warranty. Between 2007 and 2011, the share of service visits at dealer facilities has increased from 67 percent to 74 percent. During the same time frame, overall share of spending for dealer service visits increased from 70 percent to 73 percent.
One surprising finding of this year’s CSI study is that so-called upselling is relatively rare.Overall, only 7 percent of service customers in 2011 indicate that their dealer attempted to sell them service work that they perceived as unnecessary.
Between October and December 2010, J.D. Power gathered responses from more than 97,300 owners and lessees of 2006 to 2010 model-year vehicles for this year’s survey.