In today's tough automotive market, superior customer service can often translate into needed revenue for both car dealers and automakers. In fact, J.D. Power and Associates reports that exceptional service satisfaction enhances dealer and manufacturer profitability by improving customer retention even as sales decline.
The 29th annual study examined satisfaction among car owners who visit a service department for maintenance or repair work. Rankings, based on dealer performance during the first three years of ownership, were determined by service quality, service initiation, service advisor, service facility and vehicle pickup. Results revealed that the highest-performing brands retained more than 80 percent of their customer maintenance and repair dollars within their dealer network, compared to less than 60 percent for lowering-performing brands.
Lexus ranked highest with dealer service, moving up from fourth position in 2008. Jaguar, BMW, Cadillac and Acura helped round out the top five, ...
