With dealership service centers facing ongoing challenges due to a confluence of factors, elevated customer care needs to be a priority for luxury automakers.
from J.D. Power, drivers are needing service more often as they hold onto their vehicles longer, while also having to wait longer for service appointments. Overall satisfaction, however, ticked up as J.D. Power accounted for emerging offerings such as valet service, remote vehicle servicing and online/smartphone app payment options.
The 2022 report is based on a survey more than 67,000 verified registered owners and lessees of 2019 to 2021 model-year vehicles. Overall customer service satisfaction is scored on a 1,000-point scale.For drivers, the most important attribute of a trustworthy dealership is being able to perform complex vehicle repairs. This is followed by taking responsibility for and resolving any mistakes.
Among premium brands, the average satisfaction score was 866. Mass market automakers trailed with an average score of 844, with British marque Mini leading the segment with a score of 873. U.S. automaker Lincoln scored 854, while British automaker Jaguar performed better than its sister brand Land Rover, 858 to 815.J.D. Power also noted that electric vehicle owners still trail drivers of gas- or diesel-powered vehicles in customer satisfaction by a significant margin.EV services can even extend to educational efforts, as many consumers’ online experiences are leading to purchases.
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