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Customer satisfaction with dealer service improvesMonday, March 18, 2013

Category:Car & Maintenance Tips

The automotive industry has come roaring back since the recession by releasing new models that resonate with consumers and improving customer experiences. According to the J.D. Power and Associates 2013 U.S. Customer Service Index Study, auto manufacturers investments and recent improvements have increased customer loyalty and satisfaction.

The study showed that, on a 1,000 point scale, customer satisfaction reached 797, up from the average of 787 in 2012 and up 29 points since 2011.

"Manufacturers have made large investments in their retail programs, and dealers have made significant investments in key customer touch-points - people, improved processes and customer waiting areas - which are having a profoundly positive impact on their customers," said Chris Sutton, senior director at J.D. Power and Associates. "Dealerships are placing more emphasis on the service advisor's role, which is essential to effectively handling service customers. Having a skilled, trained advisor is vital for a positive customer experience."

The study indicated that car owners enter a dealer service department an average of 2.6 times each year, primarily for vehicle maintenance. It used five factors to determine customer satisfaction at dealer service centers including service initiation, service advisor, service facility, and vehicle pick-up. 

It showed that 77 percent of car owners said their latest dealer service visit was for maintenance, like an oil change or tire rotation, up from 72 percent on a year-over-year comparison. J.D. Power said increases in service department satisfaction were the most significant contributor to overall customer satisfaction with auto manufacturers. 

As cars are lasting longer than ever before, auto owners are seeing the value in maintaining their current vehicles. Installing Husky Liners® vehicle floor mats is another way to extend the life of your vehicle. 

Cars more valuable these days
Kelley Blue Book recently reported that because of the wide range of amenities offered in new cars today, they are more valuable than ever. 

"Since the 2011 model year, nearly every vehicle in each major selling category has undergone a significant redesign that has upped expectations of consumers by a sizable margin," said Alec Gutierrez, senior market analyst of automotive insights for Kelley Blue Book . "Shoppers considering one of the latest and greatest can count on significant improvements in fuel economy, performance, build quality, amenities and style from the generation being replaced, and all for only a modest bump in its manufacturer's suggested retail price."