Service Customers in Taiwan Expect Cost Estimate and Follow-Up

Taipei, Taiwan.Overall customer satisfaction with the service experience among vehicle owners in Taiwan who visited their dealership or service center improves by 26 points from 2012, to 873 (on a 1,000-point scale), according to our 2013 Taiwan Customer Satisfaction Index (CSI) Study.*

Study findings indicate that when customers in Taiwan drop off their vehicle for service at the dealership, they expect an estimate of charges and when work is completed, they want an explanation of the charges for service.

In 2013, satisfaction improves in each of the five factors measured with a significant advance of 27 points for vehicle pickup followed by 26-point improvements in each of these three factors: service initiation, service advisor, and service facility. Continue reading ›

Third-Party Automotive Websites Need to Satisfy New- and Used-Vehicle Shoppers

Arianne_Walker New

Arianne Walker

Third-party automotive websites with the highest overall satisfaction among both new- and used-vehicle shoppers have the highest advocacy and loyalty rates, according to the J.D. Power and Associates 2013 Third-Party Automotive Website Evaluation Study.SM

We find a high correlation between overall satisfaction with a third-party site and the likelihood of shoppers recommending and returning to that site in the inaugural year of  measuring the usefulness of automotive third-party automotive websites during the shopping process.

Specifically, a more satisfying experience results in shoppers who report that they “definitely will” return to the website when shopping for a vehicle and that they “definitely will” recommend the site to friends and family. These return visits and positive word of mouth help increase exposure to the revenue-generating advertising on these sites. Continue reading ›