Thorough Explanations Enhance After-Sales Service Satisfaction in Vietnam

Vietnam01New-vehicle owners in Vietnam prefer to have the type and scope of maintenance or repair work explained prior to their service visit and after the work is completed at the dealer or authorized service center, according to our 2013 Vietnam Customer Service Index (CSI) Study. When a service advisor provides explanations at the beginning and completion of work, satisfaction improves significantly—by 24 points (on a 1,000-point scale). Continue reading ›

Ownership Costs Most Important in 2013 Brazil VOSS

Jon Sederstrom-Final

Jon Sederstrom

Overall vehicle ownership satisfaction in Brazil averages 733 (on a 1,000-point scale), according to our 2013 Brazil Vehicle Ownership Satisfaction Study (VOSS), and ownership cost satisfaction—which accounts for the highest importance weight in the study’s overall satisfaction index—receives the lowest average score among the four measures that are examined.

The 2013 study, based on evaluations of 8,387 online interviews with new-vehicle owners in the country after 12 to 36 months of ownership, evaluates four measures of satisfaction across the new-vehicle ownership experience. In order of importance, these measures are: ownership costs (42%); service satisfaction (23%); vehicle appeal (19%); and vehicle quality/reliability (16%).

Among all countries in which J.D. Power publishes the Vehicle Ownership Satisfaction Study, owners in Brazil place the most importance on the cost of owning a vehicle. In part, this is due to spending a larger percentage of their income on vehicle service and repairs, fuel, taxes, and insurance. Continue reading ›

First Call to Insurer Sets Tone for Canadian Auto Insurance Claimant Satisfaction

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Jeremy Bowler

Although settlement of an auto insurance claim is the most important factor among six measures* evaluated in our 2013 Canadian Auto Claims Satisfaction Study, the first phone call that a claimant makes to the insurance provider or agent after an accident or vehicle damage incident sets the tone for the whole claims process. The first notice of loss call averages 18 minutes, according to the study.

 Auto Insurance Claimant Satisfaction Differs by Province

Our inaugural Auto Claims Satisfaction Study in Canada finds that satisfaction with the auto claims experience varies between provinces. For instance, satisfaction ranges from a high index of 840 (on a 1,000-point scale) in Quebec to only 753 on average in Manitoba. Satisfaction scores for some of the other regions are: Ontario (800); Alberta (770); British Columbia (767); and Saskatchewan (760).

Overall, the industry satisfaction score with the auto claims experience in Canada averages 787. Continue reading ›

Overall Vehicle Dependability in India Dips, Repair Visits Rise

Mohit Arora

Mohit Arora

For a second straight year, overall dependability of vehicles that are 30 to 42 months old in India declines, according to our 2013 India Vehicle Dependability Study (VDS), with a 24% increase in problems across all problem categories and for all models.

The study, now in its sixth year, measures problems experienced by 7,032 original owners in 25 cities who purchased a new vehicle between July 2009 and September 2010. Some 169 different problem symptoms are probed in nine problem categories* to calculate the overall vehicle dependability index.

In 2013, overall vehicle dependability in India averages 280 problems per 100 vehicles (PP100), compared with 225 PP100 in 2012, with a lower score reflecting higher long-term vehicle quality. We should note that the increase in problems this year cannot be attributed to a major increase in one or more of the areas evaluated, nor to all-new models included in the study. Continue reading ›

Satisfaction with Auto Claims Experience Declines in Recent Period

Jeremy Bowler

For the first time in three calendar quarters, satisfaction with the claims experience among auto insurance customers who filed an auto claim for damage to their vehicle has declined. In fact, the industry index score dropped 13 points to 842 (on a 1,000-point scale), according to the J.D. Power and Associates 2012 U.S. Auto Claims Satisfaction StudySM—Wave 2.

Among the six factors* measured in the study, First Notice of Loss, which is when the customer first notifies the insurance provider of damage to their vehicle, experienced the biggest drop (-19 points). Some 47% of claimants delayed dropping off their vehicle at the body shop in order to wait for a more convenient time, and 20% indicated waiting for weekends or holidays. Continue reading ›