2012 Customer Service Index (CSI) Study Results
J.D. Power and Associates offers the following tips for consumers regarding vehicle service:
? Improvements in vehicle quality, further adoption of oil life monitors, synthetic blend motor oils, and extended service intervals have reduced the need and frequency for vehicle maintenance and repair visits. In fact, many vehicles no longer require that the oil be changed "every 3 months or 3,000 miles." In fact, some vehicles can be driven 7,500 miles or more before requiring service.
? Schedule your service appointment online. Customers scheduling an appointment over the Internet report a higher level of satisfaction across all Index measures compared with those who called for an appointment or who drop by the dealership without making an appointment.
? Be sure to compare prices at both dealerships and independent repair facilities for all types of maintenance and repair services. Don't assume that dealership prices are higher.
? Ask for a vehicle inspection report, and review it with your service advisor. Owners who say that the inspection report was reviewed with them by their service advisor experience significantly higher levels of satisfaction than those who did not. Also, customers who review the inspection report with their service advisor are more likely to say that their vehicle was fixed right the first time.
? When shopping for your next new vehicle, be sure to consider any manufacturer-sponsored maintenance programs, which can potentially save you time and money. For instance, several manufacturer programs offer courtesy loaner vehicles to minimize the inconvenience of a service or repair visit.
About the Study
The 2012 U.S. CSI Study is based on responses from more than 84,000 owners and lessees of 2007 to 2011 model-year vehicles. The study was fielded between October and December 2011.
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? Improvements in vehicle quality, further adoption of oil life monitors, synthetic blend motor oils, and extended service intervals have reduced the need and frequency for vehicle maintenance and repair visits. In fact, many vehicles no longer require that the oil be changed "every 3 months or 3,000 miles." In fact, some vehicles can be driven 7,500 miles or more before requiring service.
? Schedule your service appointment online. Customers scheduling an appointment over the Internet report a higher level of satisfaction across all Index measures compared with those who called for an appointment or who drop by the dealership without making an appointment.
? Be sure to compare prices at both dealerships and independent repair facilities for all types of maintenance and repair services. Don't assume that dealership prices are higher.
? Ask for a vehicle inspection report, and review it with your service advisor. Owners who say that the inspection report was reviewed with them by their service advisor experience significantly higher levels of satisfaction than those who did not. Also, customers who review the inspection report with their service advisor are more likely to say that their vehicle was fixed right the first time.
? When shopping for your next new vehicle, be sure to consider any manufacturer-sponsored maintenance programs, which can potentially save you time and money. For instance, several manufacturer programs offer courtesy loaner vehicles to minimize the inconvenience of a service or repair visit.
About the Study
The 2012 U.S. CSI Study is based on responses from more than 84,000 owners and lessees of 2007 to 2011 model-year vehicles. The study was fielded between October and December 2011.
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