J.D. Power of the United States announced the 2022 CSI Customer Service Index,1-3 years after the purchase of a new car by the owner, that is, the vehicle purchased between 2019 and 2021, using the original factory, for the maintenance quality, warranty advice, dealer equipment and other aspects of the after-sales service satisfaction comprehensive score, by the industry value and great reference value. In 2022, the luxury brand part was squeezed by Lexus under Porsche to regain the first place, and the general brand continued to be crowned the most satisfactory after-sales service by MINI.
J.D. Power announced the 2022 CSI Customer Service Satisfaction Survey, and Lexus, which was squeezed by Porsche last year in the luxury brand category, won the first place this year with an 18-point difference
MINI continues to defend the title of the highest service satisfaction of the general brand, with the 2022 score increasing in the proportion of consultancy services and vehicle maintenance extractions upon return to the factory, and the implementation of service facilities and services is relatively low, and service quality is still the most important evaluation item.
J.D. Power publishes VDS Vehicle Reliability, SSI New Vehicle Sales Satisfaction Survey and CSI Service Satisfaction Survey in major automotive markets every year, which can quantify the market performance of car manufacturers in sales, service and vehicle quality through consumer surveys, and is an important reference indicator when purchasing cars.
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In the luxury car brand segment, Lexus' overall after-sales service satisfaction scored 897 points from consumers, outperforming the ratings of luxury brands including Cadillac (880), Porsche (879), Acura (871) and BMW (866). The general brand won the championship for the second consecutive year for MINI, beating Buick (872), Mazda (856), Mitsubishi (854) and GMC (853) with 873 points.
How to maintain customer satisfaction under the influence of the co-operation chain? Electric vehicle after-sales service into a new blue ocean
Under the impact of the global epidemic, both the parts supply chain and manpower are facing shortages, which also makes car owners have to wait longer when making appointments and maintenance. According to the survey, 42% of consumers want to receive real-time updates on vehicle maintenance progress, alleviating the uneasiness of waiting. Brand satisfaction with maintaining contact with car owners through online channels is also significantly higher, and if the depot can complete services including appointments, payments and viewing records online through the website or App, it will effectively improve the overall service satisfaction of the brand.
Compared with the generally high rating of fuel car owners on the original factory, electric vehicle owners are not so satisfied with the original factory service. Due to the difference in the structure of electric vehicles, the frequency of returning to the factory is relatively low, so every service is crucial.
With the rise of electric vehicle sales in the market, how to retain the willingness of these owners to return to the factory for maintenance, and maintain the dealer's market share in the after-sales service market will be a problem that car manufacturers need to think about in the future. Adding charging stations, using the subscription system to provide services, and providing knowledge to help car owners solve pain points such as mileage anxiety may be a way to differentiate themselves from foreign factories.