Buick & Lexus Top J.D. Power Service Satisfaction
03-17-17, 06:21 AM
#1
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Buick & Lexus Top J.D. Power Service Satisfaction
http://www.autonews.com/article/2017...tion-scorecard
Buick, Lexus return to top spots in service satisfaction scorecard
March 16, 2017 @ 1:00 pm
UPDATED: 3/16/17 4:30 pm ET - adds detailBuick and Lexus regained their familiar top rankings in J.D. Power’s latest scorecard of satisfaction with dealership service departments, helping the U.S. industry improve for a 2nd straight year.
Buick lifted its score to 860 on a 1,000-point scale in the 2017 U.S. Customer Service Index Study, released today. (See tables below.) It marked Buick’s 3rd title in 4 years among mass-market brands and helped keep parent General Motors a top performer in the annual study.
Lexus returned to No. 1 for luxury brands after a 3-year absence. Before that, Toyota’s luxury brand had a 5-year win streak. Lexus’ CSI score was 874, up 5 points from a year earlier.
The results marked the 7th time in the last 8 years that the overall industry score rose, with the only drop occurring in 2015. In the latest survey, J.D. Power pointed to improvements in overall service quality and the performance of service advisers while noting that franchised dealers’ service departments far exceeded the ratings of independent service shops.
Rounding out the top 5 luxury brands were Audi (the 2016 leader), Lincoln, Porsche and Cadillac. The industry average for luxury rose 5 points to 859.
Following Buick in the ranking of mass-market brands were Mini (last year’s leader), GMC, Chevrolet and Nissan. The mass-market average climbed 10 points to 807.
This is the 7th straight year that each of GM’s 4 remaining U.S. brands ranked among the top 5 in either category.
Text shortage
The lowest-ranked luxury brands were Acura, Volvo and last-place Land Rover. 4 Fiat Chrysler brands -- Dodge, Ram, Jeep and Fiat -- finished at the bottom of the mainstream list.
There are some areas where dealers have lots of room for improvement, said Chris Sutton, vice president of J.D. Power’s U.S. automotive retail practice.
55% of customers say they “definitely will” return for service when the dealership contacts them by phone throughout the service visit. When a customer received text message updates during the visit, the score increased to 67 percent.
The problem is only a small percentage of customers receive text updates, which customers are increasingly prefer. 41% percent of Gen Y and Gen X customers (born in 1965-94) and 25% of baby boomers (1946-64) say they prefer texts.
“It’s not surprising to see the preference for receiving updates through text messages continue to rise, but only 3% of customers indicate they receive text message updates,” Sutton said in a statement. “Correcting that disconnect by adding more text message capability should be a priority with a service operation.”Other findings:
• Among the 5 measurements for overall satisfaction, the ratings of service advisers had the highest score, at 835 points.
• As the percentage of advisers who use tablets increased to 24%, the percentage of customers who scheduled appointments online rose to 13%
• 94% of customers said dealerships fixed their vehicle right the 1st time. Satisfaction scores plunged for those customers who had to try again.
• Service shops could only fix a radio correctly the 1st time 80 percent of the time. It was unclear if that was the fault of the vehicle or the service department.
The CSI study measures customer satisfaction of owners and lessees with 2012 to 2016 model-year vehicles serviced at franchised dealerships and independent service stores. J.D. Power surveyed more than 70,000 customers between October and December of 2016 for the latest study.
The scores measure the quality of the service, the performance of the service adviser, service initiation, service facility and vehicle pick-up. Service quality was the most-improved category with a score of 809, up 27 points from 2015.
Franchised dealerships also proved themselves against independent service shops and outranked the independents in 15 out of 16 attributes -- most noticeably, amenities offered, comfort of waiting room and cleanliness.You can reach Stephanie Hernandez McGavin at smcgavin@crain.com
This is the 7th straight year that each of GM's 4 remaining U.S. brands ranked among the top 5 in either category. Photo credit: DAVID PHILLIPSSend us a Letter
Have an opinion about this story? Click here to submit a Letter to the Editor, and we may publish it in print.UPDATED: 3/16/17 4:30 pm ET - adds detailBuick and Lexus regained their familiar top rankings in J.D. Power’s latest scorecard of satisfaction with dealership service departments, helping the U.S. industry improve for a 2nd straight year.
Buick lifted its score to 860 on a 1,000-point scale in the 2017 U.S. Customer Service Index Study, released today. (See tables below.) It marked Buick’s 3rd title in 4 years among mass-market brands and helped keep parent General Motors a top performer in the annual study.
Lexus returned to No. 1 for luxury brands after a 3-year absence. Before that, Toyota’s luxury brand had a 5-year win streak. Lexus’ CSI score was 874, up 5 points from a year earlier.
The results marked the 7th time in the last 8 years that the overall industry score rose, with the only drop occurring in 2015. In the latest survey, J.D. Power pointed to improvements in overall service quality and the performance of service advisers while noting that franchised dealers’ service departments far exceeded the ratings of independent service shops.
Rounding out the top 5 luxury brands were Audi (the 2016 leader), Lincoln, Porsche and Cadillac. The industry average for luxury rose 5 points to 859.
Following Buick in the ranking of mass-market brands were Mini (last year’s leader), GMC, Chevrolet and Nissan. The mass-market average climbed 10 points to 807.
This is the 7th straight year that each of GM’s 4 remaining U.S. brands ranked among the top 5 in either category.
Text shortage
The lowest-ranked luxury brands were Acura, Volvo and last-place Land Rover. 4 Fiat Chrysler brands -- Dodge, Ram, Jeep and Fiat -- finished at the bottom of the mainstream list.
There are some areas where dealers have lots of room for improvement, said Chris Sutton, vice president of J.D. Power’s U.S. automotive retail practice.
55% of customers say they “definitely will” return for service when the dealership contacts them by phone throughout the service visit. When a customer received text message updates during the visit, the score increased to 67 percent.
The problem is only a small percentage of customers receive text updates, which customers are increasingly prefer. 41% percent of Gen Y and Gen X customers (born in 1965-94) and 25% of baby boomers (1946-64) say they prefer texts.
“It’s not surprising to see the preference for receiving updates through text messages continue to rise, but only 3% of customers indicate they receive text message updates,” Sutton said in a statement. “Correcting that disconnect by adding more text message capability should be a priority with a service operation.”Other findings:
• Among the 5 measurements for overall satisfaction, the ratings of service advisers had the highest score, at 835 points.
• As the percentage of advisers who use tablets increased to 24%, the percentage of customers who scheduled appointments online rose to 13%
• 94% of customers said dealerships fixed their vehicle right the 1st time. Satisfaction scores plunged for those customers who had to try again.
• Service shops could only fix a radio correctly the 1st time 80 percent of the time. It was unclear if that was the fault of the vehicle or the service department.
The CSI study measures customer satisfaction of owners and lessees with 2012 to 2016 model-year vehicles serviced at franchised dealerships and independent service stores. J.D. Power surveyed more than 70,000 customers between October and December of 2016 for the latest study.
The scores measure the quality of the service, the performance of the service adviser, service initiation, service facility and vehicle pick-up. Service quality was the most-improved category with a score of 809, up 27 points from 2015.
Franchised dealerships also proved themselves against independent service shops and outranked the independents in 15 out of 16 attributes -- most noticeably, amenities offered, comfort of waiting room and cleanliness.
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03-17-17, 05:13 PM
#2
Lexus Fanatic
Doesn't surprise me a bit. Not only have I myself gotten superb service from my own Chevy/Buick/GMC shop, but, several years ago, Buick management decided that they were going to be the American Lexus. They are succeeding, not only in service-satisfation but, thanks to their Opel-based products, in reliability also.
03-18-17, 05:20 PM
#3
Lexus Fanatic
Here, folks, is the entire survey, for those who are interested. GM, in particular, does quite well....three out of the top four slots in the non-luxury category.
Lincoln, IMO, also did remarkably well, considering that they operate and service their vehicles out of Ford dealerships, not having any of their own. And it will be interesting to see where Genesis ranks next year, since they don't have dealerships of their own, and operate out of Hyundai shops. They, of course, are still too new to have been included in this survey.
http://www.jdpower.com/press-release...ndex-csi-study
Lexus, Buick Rank Highest in Customer Satisfaction in Respective Segments
COSTA MESA, Calif.: 16 March 2017 — Quality of automotive service continues to show significant improvement and is driving an increase in overall customer satisfaction, according to the J.D. Power 2017 U.S. Customer Service Index (CSI) Study,SM released today.
Service quality scores account for the greatest improvement, rising to 809 (on a 1,000-point scale) from 782 in 2015, when the study was redesigned. The other four measures—service advisor, service initiation, service facility and vehicle pick-up—all show improvement from 2015 levels. Overall customer service is 816, up from 802 over the same period.
The study measures customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of 1- to 5-year-old vehicles.
“The quality of work—doing the job right the first time—can noticeably affect customer satisfaction and loyalty, but it shouldn’t be viewed in a vacuum,” said Chris Sutton, vice president, U.S. automotive retail practice at J.D. Power. “Proactive communication with the customer, especially while the car is being serviced, is one element that has a direct influence on loyalty.”
The study shows that among customers who are contacted by phone, 55% say they “definitely will” return for paid service. When receiving text message updates, that loyalty factor jumps to 67%. Additionally, customers’ preference for communicating via text has increased 3-6% across all generational categories since 2015. More than four in 10 (41%) Gen Y1 and Gen X customers now cite this preference, as do 25% of Boomers and 10% of Pre-Boomers.
“It’s not surprising to see the preference for receiving updates through text messages continue to rise, but only 3% of customers indicate they receive text message updates,” Sutton said. “Correcting that disconnect by adding more text message capability should be a priority with a service operation.”
Additional key findings of the 2017 study include:
Buick ranks highest in satisfaction with dealer service among mass market brands, with a score of 860. Following in mass market brands are MINI (850); GMC (837); Chevrolet (829); and Nissan (822).About the Study
The 2017 U.S. CSI Study is based on responses from more than 70,000 owners and lessees of 2012 to 2016 model-year vehicles. The study was fielded between October and December 2016.
For more information about the 2017 U.S. Customer Service Index Study, visit http://www.jdpower.com/resource/us-c...ce-index-study
See the online press release at http://www.jdpower.com/pr-id/2017027.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe.
Media Relations Contact
Geno Effler; Costa Mesa, Calif.; 714-621-6224; media.relations@jdpa.com
About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info
----------
1 J.D. Power defines the generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004).
Lincoln, IMO, also did remarkably well, considering that they operate and service their vehicles out of Ford dealerships, not having any of their own. And it will be interesting to see where Genesis ranks next year, since they don't have dealerships of their own, and operate out of Hyundai shops. They, of course, are still too new to have been included in this survey.
http://www.jdpower.com/press-release...ndex-csi-study
Lexus, Buick Rank Highest in Customer Satisfaction in Respective Segments
COSTA MESA, Calif.: 16 March 2017 — Quality of automotive service continues to show significant improvement and is driving an increase in overall customer satisfaction, according to the J.D. Power 2017 U.S. Customer Service Index (CSI) Study,SM released today.
Service quality scores account for the greatest improvement, rising to 809 (on a 1,000-point scale) from 782 in 2015, when the study was redesigned. The other four measures—service advisor, service initiation, service facility and vehicle pick-up—all show improvement from 2015 levels. Overall customer service is 816, up from 802 over the same period.
The study measures customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of 1- to 5-year-old vehicles.
“The quality of work—doing the job right the first time—can noticeably affect customer satisfaction and loyalty, but it shouldn’t be viewed in a vacuum,” said Chris Sutton, vice president, U.S. automotive retail practice at J.D. Power. “Proactive communication with the customer, especially while the car is being serviced, is one element that has a direct influence on loyalty.”
The study shows that among customers who are contacted by phone, 55% say they “definitely will” return for paid service. When receiving text message updates, that loyalty factor jumps to 67%. Additionally, customers’ preference for communicating via text has increased 3-6% across all generational categories since 2015. More than four in 10 (41%) Gen Y1 and Gen X customers now cite this preference, as do 25% of Boomers and 10% of Pre-Boomers.
“It’s not surprising to see the preference for receiving updates through text messages continue to rise, but only 3% of customers indicate they receive text message updates,” Sutton said. “Correcting that disconnect by adding more text message capability should be a priority with a service operation.”
Additional key findings of the 2017 study include:
- Service advisor scores big: The highest level of satisfaction is in service advisor, with a score of 835. This is followed by service initiation (832); vehicle pick-up (810); service quality (809); and service facility (794).
- Technology affects satisfaction: Increases in the use of tablets by service advisors and online scheduling tend to increase customer satisfaction. Tablet usage increases to 24% from 17% in 2015, and online scheduling increases to 13% from 9% during the same period.
- Almost a clean sweep: Customers rate dealers higher than non-dealers in 15 of 16 attributes. The most noticeable advantages are amenities offered; comfort of waiting area; and cleanliness of dealership. Non-dealers rate higher in time required to complete vehicle service—but only by 0.06 points on a 10-point scale.
- The value of getting it right the first time: The vast majority (94%) of customers who take their vehicle in for service indicate that the dealer fixed it right the first time. However, among the 6% of customers indicating the service work was not completed right on the first visit, satisfaction drops to 639, which is 184 points lower than among those whose work was completed right the first time.
- Too much static: Dealers seem to have trouble servicing problems with radios. It’s unclear if the issue is vehicle- or service-related, but only 80% of customers who sought service for a radio reception problem indicate the dealer was able to fix it right the first time.
Buick ranks highest in satisfaction with dealer service among mass market brands, with a score of 860. Following in mass market brands are MINI (850); GMC (837); Chevrolet (829); and Nissan (822).About the Study
The 2017 U.S. CSI Study is based on responses from more than 70,000 owners and lessees of 2012 to 2016 model-year vehicles. The study was fielded between October and December 2016.
For more information about the 2017 U.S. Customer Service Index Study, visit http://www.jdpower.com/resource/us-c...ce-index-study
See the online press release at http://www.jdpower.com/pr-id/2017027.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe.
Media Relations Contact
Geno Effler; Costa Mesa, Calif.; 714-621-6224; media.relations@jdpa.com
About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info
----------
1 J.D. Power defines the generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004).
Last edited by mmarshall; 03-18-17 at 06:44 PM.
03-19-17, 12:01 PM
#4
Lexus Fanatic
iTrader: (20)
showing again a laughable lesson in statistics, consider the following.
the luxury brands shown above, show lexus getting 5 stars (woo hoo) and land rover getting 2 stars (boo hoo). but let's look at the actual ratings.
lexus (best, 5 stars) got 874/900 or 97.1% satisfaction (definitely high).
land rover (worst, 2 stars) got 828/900 or 92% satisfaction (still definitely high).
so does the 5% difference really mean one should get 5 stars and the other 2 stars?
even fiat, rock bottom, has 793/900 or 82% satisfaction which is not exactly low.
these score cards are just about getting clicks, ratings, subscribers, blah blah, but they're pathetic as far as highlighting huge differences.
the luxury brands shown above, show lexus getting 5 stars (woo hoo) and land rover getting 2 stars (boo hoo). but let's look at the actual ratings.
lexus (best, 5 stars) got 874/900 or 97.1% satisfaction (definitely high).
land rover (worst, 2 stars) got 828/900 or 92% satisfaction (still definitely high).
so does the 5% difference really mean one should get 5 stars and the other 2 stars?
even fiat, rock bottom, has 793/900 or 82% satisfaction which is not exactly low.
these score cards are just about getting clicks, ratings, subscribers, blah blah, but they're pathetic as far as highlighting huge differences.
03-19-17, 02:17 PM
#5
Lexus Fanatic
showing again a laughable lesson in statistics, consider the following.
the luxury brands shown above, show lexus getting 5 stars (woo hoo) and land rover getting 2 stars (boo hoo). but let's look at the actual ratings.
lexus (best, 5 stars) got 874/900 or 97.1% satisfaction (definitely high).
land rover (worst, 2 stars) got 828/900 or 92% satisfaction (still definitely high).
so does the 5% difference really mean one should get 5 stars and the other 2 stars?
even fiat, rock bottom, has 793/900 or 82% satisfaction which is not exactly low.
these score cards are just about getting clicks, ratings, subscribers, blah blah, but they're pathetic as far as highlighting huge differences.
the luxury brands shown above, show lexus getting 5 stars (woo hoo) and land rover getting 2 stars (boo hoo). but let's look at the actual ratings.
lexus (best, 5 stars) got 874/900 or 97.1% satisfaction (definitely high).
land rover (worst, 2 stars) got 828/900 or 92% satisfaction (still definitely high).
so does the 5% difference really mean one should get 5 stars and the other 2 stars?
even fiat, rock bottom, has 793/900 or 82% satisfaction which is not exactly low.
these score cards are just about getting clicks, ratings, subscribers, blah blah, but they're pathetic as far as highlighting huge differences.
Agreed that the star-awards are out of proportion, but that doesn't mean that the chart is laughable...I disagree with your view on that. It is still a useful indication of customer satisfaction, which, in general, is up across the industry. Even the bottom-ranked brands are better then they were years ago.
Last edited by mmarshall; 03-19-17 at 03:27 PM.
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