Volvo and Honda top JD customer service satisfaction survey
13 August 2015
Author: Daniel Puddicombe
Volvo and Honda have topped the inaugural JD Power 2015 UK Customer Service Study.
The study measures UK customer satisfaction with their experience at a dealership for maintenance and repair work.
Results from the following sections are combined, in order of importance: service quality (26%), service initiation (23%), service advisor (19%), vehicle pick-up (17%) and service facility (16%). Satisfaction is calculated on a 1000-point scale.
Volvo ranked highest among premium brands with a score of 779 points. The Swedish car maker is followed by Land Rover (767 points) and Audi (762 points).
Meanwhile, Honda was the top scorer among volume brands with a score of 768 points, followed by Suzuki and Toyota with 759 points, and Kia and Skoda (758 points).
The survey found that among the 20% of customers who said they were highly satisfied with the dealer experience, 78% said they would purchase their next vehicle from that dealer, while 85% said they would recommend the service centre to family or friends.
By contrast, only 36% of less satisfied said they would buy their next vehicle from that dealership, and 42% said they would recommend the dealer to others.
The 2015 UK Customer Service Index Study is based on 9091 respondents who purchased new vehicle between April 2012 and March 2014.