Customer Service Satisfaction Significantly Improves in All Factors
Chris Sutton At the industry level, overall satisfaction with customer service increases by 10 points from 2012, which is a pretty significant improvement, according to our 2013 Customer Service Index...
View ArticleLexus Remains Highest-Ranking Brand in CSI; GMC Places Highest among...
For a fifth straight year, Lexus ranks highest in overall customer service satisfaction, and is also the highest-performing Premium brand, while GMC earns the highest score among Mass-Market brands,...
View ArticleJ.D. Power Asia Pacific Expert Considers Aftermarket Drivers in India
Mohit Arora Earlier this year, the Competition Commission of India (CCI) served notice to 17 automakers in the country for what the Commission termed to be anti-competitive practices. The charge was...
View ArticleWhat Will the Auto Retailer Look Like in the Future—by 2020 to 2025?
Three auto retailer owner/operators discussed opportunities and challenges that lie ahead for dealerships today and in the near future, during a one-day New York Automotive Forum jointly sponsored by...
View ArticleDealerships Rely on Service Business; Single-Point Stores Still Viable
Three auto retailer owner/operators discussed opportunities and challenges that lie ahead for dealerships today and in the near future, during a one-day New York Automotive Forum jointly sponsored by...
View ArticleJ.D. Power’s President Discusses Good News for China’s Auto Industry;...
Executives from 14 of China’s automakers attended a J.D. Power Asia Pacific presentation and awards ceremony in Shanghai. Finbarr O’Neill, president of J.D.Power and Associates (center) spoke at the...
View ArticleOwner Expectations in China Hamper After-Sales Service Satisfaction
Dr. Mei Songlin Overall customer satisfaction with after-sales service at authorized dealerships in China declines to 815 (on a 1,000-point scale) in 2013 from 832 in 2012, due to higher customer...
View ArticleExceptional Service Advisors May Lead to Higher Satisfaction with Dealer...
New-vehicle owners in the Philippines this year put more importance on personal interaction and having exceptional service advisors as a first point of contact at the dealership, according to our 2013...
View ArticleLack of Routine Service Visits Impacts Vehicle Dependability in India
Mohit Arora The overall dependability of vehicles (2.5 to 3.5 years old) in India has declined for a second consecutive year, and problems measured across all categories have increased 24% from the...
View ArticleAfter-Sale Service Satisfaction Rises in Indonesia; Ford Ranks Highest in CSI
Overall customer satisfaction with the after-sale service experience in Indonesia improves by 15 points from 2012, to an average of 755 (based on a 1,000-point scale), according to the 2013 Indonesia...
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