Dealers with service express lane have more satisfied customers

Dealers with service express lane have more satisfied customers

Dealers who offer an express lane for customers who do not schedule service appointments have much higher customer satisfaction scores in the latest J.D. Power service satisfaction study. The study measures customer satisfaction with service at franchised dealerships for maintenance or repair work among owners and lessees of 1- to 5-year-old vehicles.

Among customers servicing at a dealership with an express lane, 52 percent said they spoke to a service advisor immediately, compared with 38 percent of those servicing at a non-express lane dealer.

The study also found:

« Despite widespread availability of Internet service appointment scheduling, only 9 percent of customers book appointments through the Internet compared with 73 percent who call for an appointment. Nearly half of customers said they are unaware that Internet scheduling is available to them.

« Satisfaction is much higher among customers who work with the same service advisor they worked with in the past than among those who work with a new advisor. Nearly two-thirds said they worked with the same service advisor in the past.

« While 29 percent said the service advisor recommended additional work, nearly half of those customers agreed to have the work performed. The average service bill for those who had the additional work done is $277, compared with $177 for those who turned down the extra work.

The highest rated franchises for service satisfaction were, for luxury brands, Jaguar, Lexus, Audi, Lincoln and Cadillac. The top five mass market brands were Buick, Mini, Volkswagen, GMC and Chevrolet.

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