GM passes Toyota in dealer service customer satisfaction

[Gorehamj]

John Goreham
Contributing Writer, GM-Trucks.com
3/18/2015

 

Both Chevy and GMC were rated higher than Toyota by J.D. Power's most recent Customer Satisfaction Index (CSI) study. The study looked at customers' satisfaction with maintenance or repairs performed by dealers on vehicles one to five years old. Among "mass-market brands", Buick was the number one ranked brand.

 

Despite a huge increase in recalls by GM brands this past year, overall satisfaction in the industry grew. GM had almost 27 million recalled vehicles in 2014. By comparison, Toyota had just 6 million.* Chris Sutton, vice president, U.S. automotive retail practice at J.D. Power commented on this, saying, “Even though recalls can create a large influx of customers into the service department and really strain capacity, automakers are better prepared to handle recalls than they were a few years ago,” Sutton went on to say,“Manufacturers have shown that it is possible to turn a potential negative into a positive when it comes to recalls if they’re done in a way that doesn’t inconvenience the customer.”

 

Cadillac was ranked fifth among luxury brands and above the industry average for luxury makes.

 

*Source - Car and Driver April 2015 p22

[Cowpie]

Boy, they sure take a lot of stock in what JD Power has to say. I have figured out over the years that JD Power is not exactly unbiased in it's reviews. And Toyota must have some really crappy dealer service departments if GM topped them. I have grown to loath just about any GM dealer service departments. It is one thing to handle recalls, it is quite another to actually provide good service, and any time I ever dealt with a GM service department, I was not a happy camper. Now, it almost takes a recall or a warranty issue before I will go anywhere near a GM service department.