Thursday, March 21, 2013

Lexus car owners are happiest with your dealer

Lexus car owners are happiest with your dealer
Paul A. Eisenstein, the Detroit Bureau - 1 day

Of course, these car dealers simply are fun. But a new study suggests that American motorists, and large are satisfied with the service that they deliver are.

Lexus led for the fifth year in a row power customer service index watched closely the j.d, a measure like good dealer owner for the performance of its specialty stores are expectations. Detroit-based GMC, meanwhile, jumped into the lead among the mass-market brands, according to the market research firm.

The annual index found that customers more meet service in General, traders especially with the service by factory-approved retailers compared with independent facilities.

"Manufacturers have made large investments in their retail programs, and dealers have significant investments in the key customer touch points - people, improved processes, and customers waiting areas - which are profoundly positive impact on its customers have", said Chris Sutton, the JDPA, senior Director responsible for the 2013 survey.

The index focuses on what happens, if the vehicle owner visit a Service Department for either maintenance or repairs, asks about five specific areas of work: service quality, service initiation, service advisor, service facility and vehicle pick up.

While electrical outlets may be a traditional source of distrust and the complaints dealer service departments and independent repair, the results show the latest survey significant improvement in recent years. The average score was 797, on a 1,000-point scale, up from 787 last year and a 29-point win from 2011.

Toyota Lexus luxury brand maintained its winning streak in the 2013 index with a score of 862. Cadillac was second place, with 858 points, followed by Jaguar, Acura and Infiniti. In particular Hyundai Equus models as an independent brand - were for sale, which it once as - the model would Lexus have outscored.

Three of 11 luxury brands improved their scores by at least 20 points. So has five of the established Marques.

Among the mass-market brands, GMC landed a score of 819, followed by Mini, Buick, Chevrolet and Volkswagen.

Clearly, owners said that they were generally more satisfied with the service, they got connected with one of the big car manufacturers not by independent facilities equipment.

Average the owner visited a dealer Service Department the consumer index study on an average of 2.6 times a year, usually for maintenance not for repairs.

Overall satisfaction was particularly high among these motorists receive routine maintenance. This suggests that the automotive industry makes dips as it shifts focus away from traditional repair business. With today's cars with better quality and reliability than ever before more retailers emphasize, that it employs such things as oil change or tire rotation to their mechanics and the cash registers ring.

Perhaps some reflecting belt-tightening as the economy continues to struggle, found the 2013 index customers spent less private visits to the workshop, an average $118 $125 from the previous year. This may reflect the fact that many makers add routine maintenance on their traditional coverage have.

To satisfy customers, has a number of advantages. It not only more sales but generates increased customer loyalty, according to Director Sutton JDPA. The index of survey participants, usually 38 percent said they will buy "definitely" a vehicle with the same brand when it's time, trade. That jumped to 59 percent for customers who said they were "delighted" by the service from your dealer supplied.

"The experience has a profound influence on vehicle, not only where they take your car the next time you need maintenance or repairs, but also on their next purchase of the vehicle," said Sutton. "Dealers know this, and most will take appropriate measures to ensure that their customers the best experience in the sales and service pages of memory possible."

The study includes responses from 91,000 owners from 2008 to 2012 model year vehicles.

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