Drop-in customers are more satisfied than regular clients
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.