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 ›

After-Sale Service Satisfaction Rises in Indonesia; Ford Ranks Highest in CSI

Road in Jakarta, IndonesiaOverall customer satisfaction with the after-sale service experience in Indonesia improves by 15 points from 2012, to an average of 755 (based on a 1,000-point scale), according to the 2013 Indonesia Customer Service Index (CSI) Study. The largest advances come in two of five factors* evaluated—satisfaction with service initiation and service advisor.

The improvement in after-sale service satisfaction is noteworthy as there has been sales growth in the country during the past few years, which makes it critical to continue to manage customer expectations. Light-vehicle deliveries in 2013 are expected to increase by about 10% (to 1.1 million units) from 2012, based on a forecast from strategic partner LMC Automotive. Continue reading ›

Exceptional Service Advisors May Lead to Higher Satisfaction with Dealer Service in the Philippines

manila-trafficNew-vehicle owners in the Philippines this year put more importance on personal interaction and having exceptional service advisors as a first point of contact at the dealership, according to our 2013 Philippines Customer Service Index (CSI) Study.

The study, which measures overall customer service satisfaction among more than 1,800 vehicle owners who visited an authorized service center for maintenance or repair work during the first 12 to 24 months of ownership, finds that overall satisfaction with service at authorized dealerships improves by an average of 4 points in 2013 to 832 (on a 1,000-point scale) vs. last year. Continue reading ›

Customer Service Satisfaction Significantly Improves in All Factors


Chris Sutton

At the industry level, overall satisfaction with customer service increases by 10 points from 2012, which is a pretty significant improvement, according to our 2013 Customer Service Index (CSI) Study. Dealerships are making marked improvements in customer service, as index scores in all five factors measured in the study have increased by double digits from a year ago.

Across-the-board improvements may be partly due to the fact that an even larger percentage of customers (77%) are returning to the dealership for maintenance visits rather than for repair work. A year ago, 72% of customers indicated that their most recent visit to a dealer service department was for an oil change or routine maintenance. In addition, due to a contraction in new-vehicle sales during the Great Recession years of 2008-2009, there is a smaller vehicle population and dealers are working harder to grow and retain service customers.

The 2013 CSI Study finds that there is a higher percentage of maintenance visits at the dealership vs. visits for repair work, which aligns with the fact that the quality of vehicles continues to improve, based on the record improvement in initial vehicle quality noted in our 2012 Initial Quality Study (IQS). In addition, we see that customers are coming back to the dealership for maintenance they can schedule in advance, which is definitely more convenient to them—rather than having to set up repairs times, which may be unexpected or unplanned. Continue reading ›

Accurate Cost Estimates Advance After-Service Satisfaction in the Philippines

Mohit Arora

Overall customer satisfaction with service at authorized dealers in the Philippines has improved by 25 points to 821 (on a 1,000-point scale) compared with 2011, according to our 2012 Philippines Customer Service Index (CSI) Study, which is based on responses from 1,822 new-vehicle owners who took their vehicle for service to an authorized dealer service center for maintenance or repairs during the first 12 to 24 months of ownership.

Our study finds that providing accurate cost estimates and consistently meeting these estimates are key to creating high levels of customer satisfaction with dealer after-sales service. Satisfaction among vehicle owners who claim the actual costs were the same or less than the original estimate is 828, which is 23 points higher than among owners who say they received no estimate (805) and 82 points lower than those owners who said the actual costs were higher than the estimate (746).

Service customers are particularly sensitive about transparency of service—notably through accurate cost estimates and how well dealerships meet their initial commitments before the service begins. In 2012, 82% of customers received cost estimates—the lowest rate in the past 5 years. Continue reading ›

CSI Snapshot: Service Advisor Interaction and Gen Y Service Satisfaction and Loyalty

Chris Sutton

The J.D. Power and Associates 2012 Customer Service Index (CSI) StudySM finds that dealership service advisors are not providing basic service processes to younger customers as frequently as they are to older, more established customers. While younger customers may have a tendency to “rate lower,” customer feedback suggests that younger customers have solid reasons for these lower customer satisfaction ratings.

When working with Gen Y customers (age 35 and younger), service advisors are less likely to perform a walk-around; review a technician-performed inspection; or to review the work done on the vehicle. In addition, service advisors are less likely to notify Gen Y customers when their vehicle will be ready or to keep them informed of the status of their vehicle service. Continue reading ›

Raising Dealer Service Satisfaction Despite Lower Volumes

Although auto sales in the US market continue to recover after faltering during the recessionary years of 2008 through 2009, J.D. Power projects that service volume at dealerships will continue to dip through 2013 before rebounding. Our 2012 U.S. Customer Satisfaction Index (CSI) Study finds that the frequency of routine dealer maintenance and repair visits in addition to recall events declined this year vs. the 2011 study.

The challenge for automakers and dealerships will be to maintain high levels of satisfaction now and once service volumes rebound. We identify specific actions that dealerships can take to maintain high levels of satisfaction in periods when service volume is down. Some best practices:

Promote online scheduling of service appointments. Just 4% of customers set up their service appointment online this year, up from 3% in 2011.


• Customers who schedule a service appointment online are notably more satisfied with the service experience than are customers who call to make an appointment or who drop by the dealership without an appointment.

• Customers who schedule service online spend $36 more on service per year than do customers who do not make an appointment, and they spend $17 more per year than customers who call to make an appointment. Continue reading ›

US CSI Rises Significantly in Line with Focus on Whole Ownership Experience

Zeeshan Hasan

Overall satisfaction among vehicle owners with the dealer service industry as a whole improves significantly—up 19 index points from 768 in 2011 to 787 (on a 1,000-point scale) in our 2012 US Customer Service Index (CSI) Study, which is based on responses from more than 84,000 owners and lessees of 2007 to 2011 model-year vehicles.

This improvement, which includes double-digit advances in all five factors* and all 16 attributes evaluated in the study, falls in line with the overall improvement (+13 index points) in overall satisfaction with the new-vehicle sales experience as measured in our 2011 US Sales Satisfaction Index (SSI) Study. Some 28 of 33 brands that are eligible for ranking in the 2012 CSI Study improve their performance from last year, and eight of these brands’ scores advance by at least 20 index points.

A few more highlights from our latest CSI Study:

• Despite stronger US sales volumes in 2011 than in 2010, the average number of service visits declined again this year. However, although service visits are down, satisfaction with dealer service is way up. Continue reading ›

Satisfaction: Much Higher for Prompt Vehicle Service in Australia

Mohit Arora

Vehicle owners in Australia who wait less than 3 hours to have their vehicle serviced at an authorized service center are much more satisfied with the service experience than are those owners who are forced to wait longer, according to the J.D. Power Asia Pacific 2011 Australia Customer Service Index (CSI) Study.SM

In fact, service satisfaction* for shorter vehicle service wait times is 41 points higher (817 points on a 1,000-point scale) than for wait times of 3 or more hours (776). At the same time, the study reveals that nearly six in 10 customers (59%) have to wait more than 3 hours before their vehicle is returned to them after service, and customers wait an average of 6 hours for their vehicle to be serviced. Continue reading ›

Trust is Key to Customer Service Satisfaction in Japan Study

Taku Kimoto

Nearly half of vehicle owners in Japan say they visit the dealership where they purchased their vehicle for service needs, such as routine maintenance, shaken inspections*, oil changes, and repairs, according to our 2011 Japan Customer Service Index (CSI) Study, which is based on responses from 11,759 customers who have owned their vehicles between 15 and 50 months.

Yet, after three years, the percentage of owners who continue to visit the dealer for shaken inspections declines by 15 percentage points. The study finds that customers who continue to visit the dealership for routine maintenance and shaken inspections tend to base their decision on trust in the dealership, rather than price. These customers are more likely to indicate that they were introduced to the service advisor and asked if service was satisfactory compared with customers who visit non-dealer facilities. Continue reading ›