Dealership Customers Show Loyalty to Great Service
By Jeff Bressler
We have discussed in the past the importance of showroom sales staff developing an on-going relationship with customers so they will return time and again to purchase new vehicles. J.D. Power and Associates says the same is true in the dealerships service bays.
J.D. Power reports that superior dealer service keeps customers loyal. As a matter of fact they report that the highest performing brands retain more than 80% of their customer maintenance and repair dollars within their own dealerships compared to retention rates of less than 60% for lower performing brands. It can be assumed that the less time you spend in your local dealership; the less likely you are to purchase a vehicle there in the future.
Results have been released from the J.D. Power and Associates 2009 Customer Service study. Rankings are based on a car dealers performance during the first three years of ownership, which typically represent the majority of the vehicle warranty period.
Lexus Dealers are the star pupil's ranking highest in customer satisfaction with dealer service in 2009, improving from fourth rank position in 2008. Lexus achieves an overall study score of 835 on a 1,000-point scale and performs particularly well in four of the five measures: service quality; service initiation; service advisor and service facility. Rounding out the top five nameplates are Jaguar Dealers (810),BMW Dealers (808),Cadillac Dealers (806) and Acura Dealers (805).
Being the world's largest automaker also does not make you immune from poor dealer service. Toyota Dealers placed an extremely lackluster 29th in the survey.