Jaguar dealerships top service-satisfaction poll
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Jaguar dealerships top service-satisfaction poll
Article published Friday, July 20, 2007
Jaguar dealerships top service-satisfaction poll
Dealership service at Jaguar, the luxury car brand that parent firm Ford Motor Co. is actively trying to sell, ranks highest in the 2007 J.D. Power and Associates annual customer service index.
With an overall score of 925 points on a 1,000-point scale - 13 points above the top brand in 2006 - Jaguar surpassed rivals in the areas of service quality and service initiation.
Last year Jaguar scored a 908, with Lexus the top brand at 912.
This year Buick finished second with 918, followed by Cadillac and Lexus at 913, and Mercury at 912.
The industry average score was 876.
Jeep, with an 843, finished fifth from the bottom out of 37 nameplates that were surveyed. Dodge scored an 853, and Chrysler, 868.
The study, in its 27th year, measures the customer satisfaction of vehicle owners who visit the dealer service department for maintenance or repair work during the first three years of ownership, which typically represent the majority of the vehicle warranty period.
Although more than three-fourths of vehicle owners reported making appointments with their dealership for repairs or maintenance, owners who drop in for service without an appointment had higher satisfaction scores - 882 compared with 874 - than those who made appointments.
The study also found that more customers visit dealerships for maintenance than for repairs. The percentage of maintenance visits increased by four points to 62 percent, with 38 percent of visits being for repairs.
The study is based on responses between January and April, 2007 ,from 84,495 owners and lessees of 2004 to 2006 model-year vehicles.
After the top five, the top brands were Saturn, Mini, Lincoln, Pontiac, Infiniti, GMC, Acura, Audi, BMW, Porsche, Hummer, Volvo, Chevrolet, Honda, Saab, Hyundai, Mercedes-Benz, Mitsubishi, Subaru, Chrysler, Ford, Toyota, Dodge, Kia, Nissan, Mazda, Scion, Jeep, Land Rover, Volkswagen, Suzuki, and Isuzu.
Jaguar dealerships top service-satisfaction poll
Dealership service at Jaguar, the luxury car brand that parent firm Ford Motor Co. is actively trying to sell, ranks highest in the 2007 J.D. Power and Associates annual customer service index.
With an overall score of 925 points on a 1,000-point scale - 13 points above the top brand in 2006 - Jaguar surpassed rivals in the areas of service quality and service initiation.
Last year Jaguar scored a 908, with Lexus the top brand at 912.
This year Buick finished second with 918, followed by Cadillac and Lexus at 913, and Mercury at 912.
The industry average score was 876.
Jeep, with an 843, finished fifth from the bottom out of 37 nameplates that were surveyed. Dodge scored an 853, and Chrysler, 868.
The study, in its 27th year, measures the customer satisfaction of vehicle owners who visit the dealer service department for maintenance or repair work during the first three years of ownership, which typically represent the majority of the vehicle warranty period.
Although more than three-fourths of vehicle owners reported making appointments with their dealership for repairs or maintenance, owners who drop in for service without an appointment had higher satisfaction scores - 882 compared with 874 - than those who made appointments.
The study also found that more customers visit dealerships for maintenance than for repairs. The percentage of maintenance visits increased by four points to 62 percent, with 38 percent of visits being for repairs.
The study is based on responses between January and April, 2007 ,from 84,495 owners and lessees of 2004 to 2006 model-year vehicles.
After the top five, the top brands were Saturn, Mini, Lincoln, Pontiac, Infiniti, GMC, Acura, Audi, BMW, Porsche, Hummer, Volvo, Chevrolet, Honda, Saab, Hyundai, Mercedes-Benz, Mitsubishi, Subaru, Chrysler, Ford, Toyota, Dodge, Kia, Nissan, Mazda, Scion, Jeep, Land Rover, Volkswagen, Suzuki, and Isuzu.
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Lexus Fanatic
Joined: Oct 2003
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From: Virginia/D.C. suburbs
For one thing, since Oldsmobile folded a few years ago, Buick dealers have grown in customer volume, not only as the baby-boomers age, but also with the influx of former Olds customers (those who got used to Oldsmobile products, naturally, find Buicks as the most likely alternative). Buick dealers, today, often carry Suzuki products as well (GM partially owns Suzuki).
Just an opinion here..........(not necessarily a fact)..........but I think the most likely reason for Jaguar's stellar showing in dealer service is that the cars are so unreliable that they know they are not satisfying customers with the condition of their cars at delivery and in early life, so they are making up for it by providing excellent service instead and REPAIRING all those defects.
The VW-Subaru dealership where I bought my Outback is the same way. Because of classic VW unreliability, the shop works on far more VW's to repair defects and early failures than on the virtually bulletproof post-2002 Subarus. As a result, the dealership gives little perks to VW customers...things like free lifetime VA safety and emissions inpsections.....that Subaru customers generally don't get (I get them, though, because of my contacts there).
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