Jaguar pips Lexus to top JD Power dealer survey
06 September 2013
Author: Rachel Burgess
Jaguar has topped the annual JD Power Dealer Satisfaction survey for the second consecutive year.
The premium brand scored 85.5% overall, beating second-placed Lexus with 85.4% and third-placed Honda with 84.0%.
Customers liked Jaguar's friendly advisers, the flexibility and understanding while booking-in their vehicles, convenient vehicle pick-ups and handovers, and the time spent explaining details of work required.
The remaining top 10 was completed with Mercedes, Land Rover, Toyota, Skoda, Volvo, Kia and Nissan.
The survey, published in What Car? magazine, also found Chevrolet to be the most poorly ranked and at the bottom of the table behind Alfa Romeo, Fiat, Peugeot and Mitsubishi in that order.
Chevrolet customers complained that work was too pricey and took too long, while limited parking was also a bugbear.
What Car? editor Chas Hallett said: "For the second year running, Jaguar owners love their dealers as much as their cars, awarding their dealers top marks in the annual survey. Jaguar is in an enviable position."
Jeremy Hicks, Jaguar Land Rover managing director, said: "Our dealer network is the most important point of contact we have with our customer. As our sales grow, so does the quality of our dealer network and we are proud that our dealers have been recognised by our customers, JD Power and WhatCar?."
The analysis is based on the opinions of 13,511 customers who had a service experience with their dealership within the past 12 months.
Feedback was given on vehicles bought between January 2010 and December 2011 and focused on the service area, including the booking process, overall staff helpfulness, dealership facilities, quality of work and how fair the service charges were.
Second-placed Lexus scored highly for customers believing they had been fairly charged and for "positive advocacy" among owners.
Honda dealers were praised for the realistic pricing and quality of service.