Compared to 2018, Porsche improved in all areas: Service Facility, Service Advisor, Service Initiation, Service Quality, and Vehicle Pick-Up. Altogether that made for an improvement of 19 points to a total of 893 out of a possible 1000 points.
Satisfaction scores tend to increase when car dealership service departments use customers’ preferred methods of communication; however, dealerships are not regularly doing so, according to the J.D. Power 2019 Customer Service Index (CSI) Study.SM
“This great result is yet another well-deserved recognition of our 191 U.S. dealer partners, who continue to raise the bar for Porsche customer experience,” said Klaus Zellmer, President and CEO of Porsche Cars North America, Inc. (PCNA). “We are committed to making the ownership experience as exciting and enjoyable as the driving experience. Together with our dealers, we are working hand in hand to accomplish that every day.”
The study measures satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of 1- to 3-year-old vehicles. It also provides a numerical index ranking of the highest-performing U.S. automotive brands, which is based on the combined scores of five different measures that comprise the vehicle owner service experience. These measures are service quality (27%); service initiation (20%); service advisor (20%); service facility (17%); and vehicle pick-up (16%).
“Service customers want the convenience that technology offers them,” said Chris Sutton, Vice President, U.S. Automotive Retail Practice at J.D. Power. “For example, 34% of customers indicate they prefer to communicate via text message—but this only occurs 9% of the time! There’s no reason why this isn’t a more widely adopted practice across the industry. Dealers have easy access to these tools, so they don’t have to reinvent the wheel. Technology improves not only efficiency but also the more satisfied a customer is with their overall service experience, the more likely they are to return to the dealership for service and to recommend the dealership to friends and family members. Customers now expect technology to enable more efficient interaction with businesses—and that includes dealers.”
Following are key findings of the 2019 study:
Porsche (893) ranks highest in satisfaction with dealer service among luxury brands for the first time in the study’s 38-year history. Lexus (881) ranks second, followed by Cadillac (880), Infiniti (878) and Mercedes-Benz (870).
Buick ranks highest in satisfaction with dealer service among mass market brands for a third consecutive year, with a score of 857. MINI ranks second (853), followed by Mitsubishi (846), Chevrolet (845), GMC (840) and Toyota (840).
The 2019 U.S. CSI Study is based on responses from 57,286 owners and lessees of 2016 to 2018 model-year vehicles. The study was fielded from October through December 2018.
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