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 ›

Lexus Remains Highest-Ranking Brand in CSI; GMC Places Highest among Mass-Market Nameplates

Lexus logo Picture 7For a fifth straight year, Lexus ranks highest in overall customer service satisfaction, and is also the highest-performing Premium brand, while GMC earns the highest score among Mass-Market brands, according to the J.D. Power and Associates 2013 Customer Service Index (CSI) Study, SM which is based on responses from 91,000 owners or lessees of one- to three-year-old vehicles who have taken their vehicle to a dealer for maintenance or repair service in the past 6 months.

At the industry level, both Premium and Mass-Market brands improve by 11 index points this year. Although Premium brands receive the highest scores and represent the top 10 brands in the overall industry rankings, some individual Mass-Market brands made strong strides forward this year. For instance, all four General Motors brands perform well: Cadillac ranks second-highest overall and among Premium brands, and among Mass-Market brands, GMC, Buick and Chevrolet are among the four highest-ranking nameplates, along with BMW Group’s Mini. 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 ›

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 ›