March 2016 | Episode 6

Is your dealership providing your customers with a consistent service experience?

According to the recently released J.D. Power 2016 U.S. Customer Index Study, customer satisfaction with dealer service related to an automotive recall declines for the first time in 6 years.

This drop in satisfaction, which comes on the heels of a record number of recalls, stems from customers feeling that dealers do not give the same level of attention to recall work as they do to non-recall maintenance and repairs.

And so while it may be tempting for dealers to focus more on repair or maintenance work, recall customers represent both an opportunity and a risk to the brand and dealer.

To discover new ways to improve your dealership operation within your local market, please visit I’m Kris Rosychuk. Thanks for watching, stay tuned for the next edition of “Power Minute”!