2009 Customer Service Index Study

Overall Service Satisfaction: This score is based on service experiences within the past 12 months, for original owners in their first three years of ownership. Close Service Initiation: This score is based on the timeliness of the vehicle drop-off process and the ease of scheduling a service appointment. Close Service Advisor: This score is based your service advisor's responsiveness, courtesy/friendliness, and thoroughness of explanations. Close Service Facility: This score is based on how well the dealership enabled you to spend your time during service and cleanliness, comfort, and amenities of waiting area. Close Vehicle Pickup: This score is based on the time spent to retrieve vehicle, the fairness of the charges for work performed, and helpfulness of the staff during vehicle pickup. Close Service Quality: This score is based on the time required to complete service on your vehicle, the thoroughness of the work performed, and the condition of the vehicle upon return. Close