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Tag Archives: csi
Customer Satisfaction Up 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
Japanese Makes Take Top Three Spots in China Customer Satisfaction
The Japanese, led by Guangqi Honda, took the top three ratings in the 2012 China Customer Service Index. Honda – and its government-mandated local partner – was followed by Dongfeng Honda Automobile and GAC Toyota. Dongfeng took five out of the first ten spots in the latest quality survey. Continue reading
Posted in customer satisfaction, news analysis
Tagged auto informed, autoinformed.com, automotive news, china, csi, customer satisfaction, j.d power, Ken Zino
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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
