2014 Customer Service Index (CSI) Study

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Higher-quality models being produced by OEMs translates into less revenue for dealers via lower warranty reimbursement and fewer lucrative repair and customer-pay opportunities. At the same time, customers are postponing new-vehicle purchases and opting instead to keep their vehicles longer than ever before, choosing to focus on vehicle maintenance instead. For service providers, both dealers and independents, this translates into a potential for increased business. To fully leverage this opportunity, is essential for service providers to understand the specific factors that impact vehicle service loyalty and customer retention.

The Solution

The J.D. Power 2014 Customer Service Index (CSI) StudySM examines customer satisfaction with maintenance and repair service at new-vehicle dealerships. Owners of 1- to 5-year old vehicles are surveyed regarding their most recent dealership service experience for both in-warranty and customer-pay work. The study examines satisfaction in five measures of service experience:

  • Service Initiation
  • Vehicle Pick-Up
  • Service Facility
  • Service Quality
  • Service Advisor

The Benefits

Study subscription will provide access to the tools needed to gain a comprehensive, in-depth understanding of the specific service problems that owners have experienced with their vehicle and how this impacts their level of satisfaction. Specifically, the study examines:

  • Drivers of increased service satisfaction and retention
  • Benchmark service performance of industry leaders
  • Competitive analysis of service satisfaction between aftermarket and OEM dealers
  • Annual customer service expenditures by service category
  • Customer-pay vs. in-warranty share of visits
  • Detailed performance ratings of key drivers of satisfaction and retention
  • Degree to which service work was performed right the first time