At the Jaguar dealership in Westlake Village, California, where customer satisfaction has reached an all-time high (925 points on a 1,000-point scale), three customers out of four schedule an appointment to perform repair or maintenance work on their vehicle. However, customers who drop in without a scheduled appointment are more satisfied, according to the J.D. Power and Associates 2007 Customer Service Index (CSI) Study. Overall customer satisfaction with dealer service is based on six measures: service initiation, service advisor, in-dealership experience, service delivery, service quality and user-friendly service.
The study finds that owners who drop in for service without making an appointment provide satisfaction scores averaging 882 on a 1,000-point scale, compared with 874 among those who make an appointment. Also, when customers with appointments see that drop-in customers are receiving the same attention and priority, their satisfaction drops. J.D. Power adds that more customers visit dealerships for maintenance (62 %) rather than repairs (38 %). Following Jaguar in the rankings are Buick (918) and Cadillac and Lexus (913, in a tie).
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The study finds that owners who drop in for service without making an appointment provide satisfaction scores averaging 882 on a 1,000-point scale, compared with 874 among those who make an appointment. Also, when customers with appointments see that drop-in customers are receiving the same attention and priority, their satisfaction drops. J.D. Power adds that more customers visit dealerships for maintenance (62 %) rather than repairs (38 %). Following Jaguar in the rankings are Buick (918) and Cadillac and Lexus (913, in a tie).