Auto dealership service departments try to fix parts and personnel issues : JD Power
According to J.D. Power 2022 US Customer Service Index (CSI) study, released March 9.
Wait times to schedule service appointments for one- to three-year-old vehicles increased by almost a full day among premium and mainstream vehicle owners (to 4.5 and 4.5, 3 days, respectively). Overall customer service satisfaction is 848 (on a 1000 point scale).
“Dealer service departments are in a central position to improve customer satisfaction and provide greater customer convenience, even though many challenges — including parts supply chain disruption and availability of new vehicle lenders — are beyond their control,” mentioned Chris Suton, vice president of automotive retail at JD Power. “Proactive communication with customers is one solution for dealers to alleviate a difficult and disruptive situation.
“The simple implementation of SMS or email alerts can greatly improve customer satisfaction,” Sutton said. “Plus, letting customers know what’s happening at each step of the process, including why it’s taking longer to book an appointment or providing updates on parts delays, can help improve satisfaction. .”
The Study, now in its 42nd year, was revamped this year to include emerging features such as valet parking, remote vehicle maintenance and online payment/smartphone app options to assess the effect of these processes on the service experience.
The study measures satisfaction with service at franchised dealerships or after-sales service facilities for maintenance or repair work among owners and lessees of one- to three-year-old vehicles.
It also provides a numerical index ranking of the top performing automotive brands sold in the United States, based on the combined scores of five metrics that make up the vehicle owner’s service experience. These metrics are (in order of importance): service quality (32%), service advisor (19%), vehicle pick-up (19%), service facility (15%) and service initiation (15%).
Here are the key findings from the 2022 study:
Customers Trust Dealer Service Departments: The revamped study also measures…