Show Compare List
Previous Vehicle Next Vehicle

STRONG CUSTOMER SERVICE SCORES FOR SUZUKI IN LATEST J.D. POWER SURVEY

Posted on:

STRONG CUSTOMER SERVICE SCORES FOR SUZUKI IN LATEST J.D. POWER SURVEY

J.D. Power has named Suzuki as the second highest ranked volume brand for overall customer service satisfaction in their 2015 UK Customer Service Index Study. Suzuki and Toyota tie second with a score of 759 points out of a possible 1,000, significantly above the volume brand average of 737.

The inaugural study measures UK customer satisfaction with their service experience at a franchised dealer facility for maintenance and repair work. The study explores customer satisfaction with their service dealer by examining five measures (listed in order of importance): service quality (26%); service initiation (23%); service advisor (19%); vehicle pick-up (17%); and service facility (16%). Satisfaction is calculated on a 1,000-point scale.

The CSI Study is a comprehensive analysis of the vehicle service experience and is conducted by J.D. Power in 16 countries worldwide, providing detailed after-sales solutions for automakers and dealerships. The 2015 UK Customer Service Index Study is based on 9,091 respondents who purchased their new vehicle between April 2012 and March 2014. The study was fielded between March and May 2015.

Dr Axel Sprenger, senior director of European automotive operations at J.D Power, comments: “The common perception is that the luxury brands are able to deliver a more satisfying customer experience, but the study shows this is not the case,” “Any brand and any dealership can provide a consistently positive customer experience if they make it a priority and have the people and processes in place.  When they do, they likely will see an increase in revenue and will be able to build customer loyalty.”

The 2015 UK CSI Study finds that satisfaction with dealer service leads to customer loyalty and advocacy.

Key findings across all brands in the study include:

  • Satisfaction among the 93 percent of customers who are able to get an appointment on the day they desire averages 768, compared with 576 when an appointment is not available on their desired day.
  • While 25 percent of customers would prefer to schedule a service appointment over the Internet, only 15 percent actually do. The Internet as a method to schedule an appointment is expected to increase with the emergence of mobile apps, which make the process faster and easier.
  • The No. 1 reason for choosing a dealer for service is prior experience with the service department (35%), followed by location (34%) and prior experience with the sales department (32%). Fewer than 3 percent of customers indicate selecting their service facility due to advertising or promotions/coupons.
  • Though only 31 percent of dealers recommend additional service work to their customers, when they do, 62 percent of customers have the recommended work done. Satisfaction is substantially higher among the 78 percent of customers who are recommended service and have it done, compared with those who do not have the recommended work done (760 vs. 693, respectively).
  • Amenities offered at the dealership are key drivers of satisfaction with the service facility, as 24 percent of customers stay at the dealership while service is performed on their vehicle.
VAUXHALL ANNOUNCES INSIGNIA GSi PRICING

VAUXHALL ANNOUNCES INSIGNIA GSi PRICING

Posted on: 4th Jan 2018

Following its world premiere at the 2017 Frankfurt Motor Show, Vauxhall has announced the prices for the all-new Insignia GSi, the performance variant of Vauxhall's flagship model. Available in both Grand Sport and Sports Tourer body styles, and powered by either a 2.0-litre turbo-petrol or 2.0-litre BiTurbo diesel engine, the Insignia GSi wil...

ALL-NEW HYUNDAI KONA ACHIEVES MAXIMUM FIVE-STAR EURO NCAP RATING

ALL-NEW HYUNDAI KONA ACHIEVES MAXIMUM FIVE-STAR EURO NC...

Posted on: 4th Jan 2018

Hyundai Motor's All-New KONA has received the maximum five-star safety rating from the independent vehicle assessment organisation Euro NCAP. This result marks out the new B-SUV as one of the safest vehicles in the segment, convincing in all four categories: Adult Occupant, Child Occupant, Pedestrian and Safety Assist.

SEAT SELLS OUT OF LEON CUPRA R UK ALLOCATION

SEAT SELLS OUT OF LEON CUPRA R UK ALLOCATION

Posted on: 4th Jan 2018

The recently released Leon CUPRA R has proved a UK smash-hit, with all 24 destined for these shores snapped up in super quick hot hatch time. The limited production run of just 799 examples, combining a raft of technical upgrades with sophisticated styling and a premium finish, has hit on a seriously appealing 'R' formula.

VIVA ROCKS THIS CHRISTMAS WITH VAUXHALL

VIVA ROCKS THIS CHRISTMAS WITH VAUXHALL

Posted on: 22nd Nov 2017

Featuring a raised ride height with body cladding, a robust new interior and the latest connectivity including OnStar and R 4.0 IntelliLink, Vauxhall's rugged VIVA ROCKS is available to order now priced from £11,530 on-the-road. The new model features many design cues typically found on larger SUV models, such as an increased ride hei...