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Showing results for tags 'j.d. power'.
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John Goreham Contributing Writer, GM-Trucks.com 3-15-2019 General Motors Brands rocked the 2019 JD Power Customer Service Index Study. JD Power breaks the industry into two groupings. In the mass-market segment, Buick led the industry for the third consecutive year. Chevy and GMC were fourth and fifth with scores very close to Toyota's. The 2019 U.S. CSI Study is based on responses from 57,286 owners and lessees of 2016 to 2018 model-year vehicles. In the luxury category, Cadillac finished behind Porsche and Lexus, but look closely and you will see that Cadillac's score is nearly identical to Lexus'. Key findings in the JD Power study included: - All generations of customers showing a preference for internet scheduling. - In-store engagement remains important. - A large percentage of owners are also promoters of their vehicle and brand (to friends and family). - The satisfaction gap between dealers and independent shops is closing. “This is an important area of opportunity for dealers,” Sutton said. “Seemingly simple things like completing service right the first time; returning settings to how they were when the customer brought the vehicle in for service; and washing the customer’s vehicle—all three of which are Key Performance Indicators (KPIs)—can affect their perception of service quality. While completing repairs right the first time is done 94% of the time, the other two KPIs are only being completed 81% and 45% of the time, respectively. These basics are really building blocks to cementing the customer’s relationship with their dealer.”
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This 2015 study looks at model year 2012 vehicles after three years of ownership. The Camaro, Malibu, Lacrosse, Enclave and SRX also did well and GM finished in the top 10 as a manufacturer for the first time.
