Tag Archives: service satisfaction

Customer Satisfaction Increases at U.S. Dealer Service Departments

The CSI rankings are based on dealer service performance during the first three years of new-vehicle ownership, which typically represents the majority of the vehicle warranty period. After the warranty expires, dealerships traditionally have little chance of getting maintenance work as more than two thirds of customers then resort to independent repair shops and mass merchandiser tire, transmission, brake and muffler chains. Continue reading

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Customer Satisfaction with Dealer Service Improves

It seems a shift in the type of work done is largely responsible for the gains. In 2012, 72% of vehicle owners indicate their latest dealer service visit was for maintenance rather than repair, an increase from 63% in 2011. Customer satisfaction with maintenance visits is typically higher than satisfaction with repair visits, since visits for routine maintenance tend to be less expensive and less time-consuming. Continue reading

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