J.D. Power surveys vehicle owners on a wide variety of topics, from the initial quality of the vehicle to general satisfaction. He also talks about vehicle service, and his latest service satisfaction ratings have just appeared.
Infiniti and Buick are the major automobile manufacturers in the Customer Service Index Study (CSI) of J.D. Power of 2018 in the United States. The study was created from 74,021 responses from owners and lessees of vehicles 2015-2017. Measures satisfaction with the dealership and independent service work on a variety of topics, including service advisors, facilities and vehicle collection.
Winners and losers
Infiniti led the ranking of luxury brands, followed closely by Porsche, Audi, Cadillac and Lexus, and the last three received the same score. It was the first time that Infiniti has been on the list since 2003. Volvo, Jaguar and Land Rover reached the top three places. Genesis was not included in the list because there has not been enough to cover the three model years specified.
This is the second year in a row that Buick tops the list of mbad-market automakers. Chevrolet and Mini are tied for second place, with GMC and Volkswagen not far behind. On the back of this list are four Fiat Chrysler brands: Jeep, Dodge, Ram and Fiat, respectively. Smart was not on the list because its sample size was too small.
J.D. Power's study includes more than rankings. It also tracks specific trends based on the age of the respondents. Almost a quarter of Generation Y respondents (born between 1977 and 1994) also use Internet programming for vehicle service, which JD Power believes will be more important as younger buyers continue to capture participation from market.
departments in different ways than older buyers. The survey indicated that younger customers rely more on word of mouth and promotional offers than older buyers, who tend to rely on previous experiences and location.
If a service department wishes to obtain more luxury buyers, the JD Power survey indicates that the white glove service is the key. Most luxury buyers said that offering pickups and drop-offs at home and work increases the likelihood that a defendant will return to receive additional service.