Dealerships Fast and Prompt with Repair and Maintenance
J.D. Power and Associates’ 2006 Service Usage and Retention Study (SURS) found 86 percent of owners who took their vehicle to a new car dealership for repairs responded that the work was done right the first time and 87 percent said the dealership had the vehicle ready when promised.
The study, now in its 10th year, measures customer satisfaction of vehicle owners who visit a dealer service department for maintenance or repair work during the fourth or fifth years of ownership, which typically represents the period after the manufacturer’s vehicle warranty expires.
The service department has a great impact on the entire business at the dealership, said Jeff Zupancic, director of automotive retail research at J.D. Power and Associates. A poor service experience may not only cause the dealership to lose future repair and maintenance business, but future vehicle sales opportunities too. Dealerships need to do a great job of satisfying customers during and after the sale in order to keep their customers coming back.
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