Recently, the North American 2022 JD Power dealer service satisfaction ranking was officially released, according to the brand category, JD Power will be the dealer ranking system into luxury brands and mass consumer brands, of which Lexus ranked first among luxury brands with 897 points, while MINI ranked first in the list of mass brands with 873 points.
Lexus ranks highest in the Luxury Brands category with a score of 897. It was followed by Cadillac (880) in second place, Porsche (879), then Acura (871) and BMW (866).
MINI topped the mass market brand dealer service satisfaction list with a score of 873 for the second consecutive year. Buick (872) came in second, followed by Mazda (856), Mitsubishi (854) and GMC (853).
According to JD Power, "2022 U.S. Customer Service Index (CSI) Research Base Market Research For a total of 67,185 car owners and lessees from 2019 to 2021." The study was conducted between July 2021 and December 2021. "The survey included consumer satisfaction with the repair or repair work of dealers or after-sales service facilities. The ranking is based on the combined scores of the five metrics that make up the car owner's service experience. These measures include (in order of importance): quality of service (32 per cent); service consultant (19 per cent); vehicle pick-up (19 per cent); service facilities (15 per cent); and service start-up (15 per cent).
Chris Sutton, vice president of auto retail at JD Power, said, "Proactive communication with customers is a solution for dealers to alleviate their plight. Simply implementing text or email alerts can greatly improve customer satisfaction. In addition, letting customers know what's happening along the way, including why it takes longer to make an appointment or provide any updates that are delayed by parts, can help improve satisfaction. ”