Thursday, April 10, 2014

J.D. Power 2014 U.S. Customer Service Index (CSI) Study

Customer satisfaction with dealer service continues to improve. Based on a thousand point scale, luxury brand owners overall customer satisfaction with service averaged 855, up from 846 in 2013 and mass market brand owners average CSI was 797, up from 789 in 2013.
A big catalyst according to the J.D. Power 2014 U.S. Customer Service Index (CSI) Study is that 68 percent of luxury vehicle owners and 46 percent of mass market brand owners have a complimentary or prepaid maintenance package during the first year of ownership, more than double when compared with 35 percent of luxury and 15 percent of mass market brand owners in 2009. There's a higher CSI score with the use of digital tablets during service interactions, 838, compared with 802 when a tablet is not used.

Two GM brands perform highest in the segment rankings in 2014. Cadillac ranks highest in satisfaction with dealer service among luxury brands, achieving an overall CSI score of 872 on a 1,000-point scale, an increase of 14 points from 2013. Rounding out the five highest-performing nameplates in the luxury segment are Audi (868); Lexus (867); and Infiniti (865) and Lincoln (865) in a tie. 
Buick ranks highest among mass market brands, with an overall CSI score of 835, a 26-point improvement from 2013. Following Buick in the mass market rankings are Volkswagen (830); GMC (828) and MINI (828) in a tie; and Chevrolet (812).

The 2014 U.S. CSI Study is based on responses from more than 90,000 owners and lessees of 2009 to 2013 model-year vehicles. The study was fielded between October and December 2013.
Courtesy J.D. Power & Associates.