5 Luxury Car Brands Boasting the Best Dealer Service Ratings
Suffice it to say, car dealerships don’t exactly have the greatest reputation when it comes to integrity or consumer trust. They are often thought of as scalpers, in the business to screw the buyer out of as much money as possible by selling them features they don’t want or need. These are generalizations, of course, but in the grand scheme of professions, it’s hard to argue that car dealers are among the more respected.
That said, hanging around a dealership or waiting for service is not something many look forward to. Fortunately, it seems that the respective automakers are aware. Many have launched efforts to make the dealer a much more pleasant place to be and a more competent place to get service done.
“Maintenance packages — whether they’re complimentary or paid for by owners — create a long-term relationship between the customer and dealership, which, when coupled with satisfying service experiences during that period, can have a very positive impact on loyalty rates,” said Chris Sutton, the senior director of the U.S. Automotive Retail Practice at J.D. Power. “Maintenance packages help capture a higher percentage of service visits, and since customers with these plans are predisposed to purchase such items as batteries, brakes and tires from the dealer even after their plan expires, dealers retain key revenue opportunities for service and repairs.”
J.D. Power last week released its 2014 U.S. Customer Service Index (CSI) Study, which measures customer satisfaction with service at a franchised dealer facility for maintenance or repair work among owners and lessees of one- to five-year-old vehicles. They measured both luxury brands and mass-market brands, the former of which we’ve listed below.
The results were based on responses from more than 90,000 owners and lessees of 2009 to 2013 model-year vehicles, and was fielded between October and December 2013. Each brand is scored out of a maximum possible 1,000 points.