Aiming High: Key Findings in Latest U.S. CSI Report, from Automotive Training Concepts.
Maximum CSI scores critically determine the overall success of your dealership! Manufacturers’ desire to keep customers happy directly affects everything else…and the grades your customers report can and do hold direct power over every aspect of the auto business. Keeping your finger on the pulse of the modern buyer will ensure the greatest level of everyone’s experience…and your bottom line.
The latest survey by J.D. Powers’ 2015 U.S. CSI Study of over 70,000 owners and lessees of 2010 to 2014 model-year vehicles shows several interesting points. The study’s responses measured customer satisfaction for maintenance and repair between November and December 2014, even amid multiple vehicle recalls. The key findings listed below have been directly reported from the full article. Find the original J.D. Powers press release at this link.
- “Overall customer satisfaction with dealer service averages 852 among luxury brands and 792 among mass market brands.”
- “Dealers that offer some type of express lane for customers who do not schedule service appointments substantially outperform those that do not offer this option (819 vs. 764, respectively). Among customers servicing at a dealership with an express lane, 52 percent indicate speaking to a service advisor immediately, compared with 38 percent of those servicing at a non-express lane dealer.”