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Volvo and Honda lead way for customer satisfaction, finds J.D. Power

The firm’s inaugural 2015 UK Customer Service Index (CSI) Study measures UK customer satisfaction with their service experience at a franchised dealer facility for maintenance and repair work.

The study, which is based on 9,091 respondents, explores customer satisfaction with their service dealer by examining five measures (listed in order of importance): service quality (26%); service initiation (23%); service advisor (19%); vehicle pick-up (17%); and service facility (16%). Satisfaction is calculated on a 1,000-point scale.

Volvo ranks highest among premium brands in satisfaction with a score of 779. Volvo is followed by Land Rover (767) and Audi (762). 

Honda leads the way for the volume brands in satisfaction with a score of 768. Suzuki and Toyota rank second in a tie (759 each), and Kia and Skoda rank fourth in a tie (758 each).

The 2015 UK CSI Study also found that satisfaction with dealer service leads to customer loyalty and advocacy. Among the 20% of customers who are highly satisfied with their dealer service (overall satisfaction scores of 900 and above), 78% say they “definitely will” purchase their next vehicle from that dealer and 85% “definitely will” recommend the dealer to friends and family.

In contrast, among customers less satisfied (scores of 700-899), only 36% indicate an intention to purchase their next vehicle from that dealer, and only 42% say they “definitely will” recommend the dealer to others. 

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Natalie Middleton

Natalie has worked as a fleet journalist for 16 years, previously as assistant editor on the former Company Car magazine before joining Fleet World in 2006. Prior to this, she worked on a range of B2B titles, including Insurance Age and Insurance Day. As Business Editor, Natalie ensures the group websites and newsletters are updated with the latest news.