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Satisfaction with dealer service rises, Lexus and GMC are tops

John Neff — Thu, 14 Mar 2013 17:44:00 EST

During the economic downturn, many car dealerships counteracted their slowing income by focusing on things that would set them apart from competition - things like the quality of customer service they provide. When the economy picked up and more sales and service followed, many also first invested those funds back into the business, improving their dealership facilities and service centers.

It looks like those investments are paying off, as J.D. Power and Associates' latest Customer Service Index Study shows that overall consumer satisfaction with dealer service has increased to 797 (on a 1,000-point scale), up from 787 in 2012 and 29 points higher than the score in 2011. The study also finds that people are more satisfied with the service they get at dealerships compared to independent service providers, despite the much higher average out-of-pocket cost per visit ($118 vs. $44).

Note, however, that this study only looks at how people are treated by a dealer's service department during the first three years of ownership (the survey is based on responses from 91,000 owners and lessees of 2008 to 2012 model year vehicles), so we're talking about the experience had when bringing a car in for repair or maintenance work, most likely under warranty. In fact, maintenance work is increasing in share and accounted for 77 percent of service visits (up from 72 percent in 2012 and 63 percent in 2011). This helps explain why customer satisfaction has also risen, since a properly maintained car is one that's less likely to require a dealer visit for an unexpected repair.

Of the automakers, Lexus again ranks highest in customer satisfaction for dealer service for the fifth consecutive year with a CSI score of 862. What might surprise you is that GMC is the highest-scoring mass market brand, with a CSI score of 819. Scroll below to see the rest of the rankings and pour over more data from the study.

Continue reading Satisfaction with dealer service rises, Lexus and GMC are tops

Satisfaction with dealer service rises, Lexus and GMC are tops originally appeared on Autoblog on Thu, 14 Mar 2013 17:44:00 EST. Please see our terms for use of feeds.

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Survey says more people trust independents than dealers for car repairs... do you? [w/poll]

Zach Bowman — Tue, 29 Jan 2013 18:43:00 EST

A new survey by AutoMD.com finds car owners trust independent shops over dealerships when it comes to vehicle repairs. The site surveyed 3,000 owners online between November 2 and December 12, 2012, and 80 percent of the respondents said they felt they had been overcharged for repairs at a dealership, while 90 percent felt they could save more money by visiting an independent shop.

But it's not just about savings, either. When asked who owners trust more to repair their cars, 67 percent said a private shop, while only 33 percent trust their local dealer. Meanwhile 47 percent of those who use dealers for their vehicle service are either satisfied or very satisfied with the experience.

Even so, the vast majority of those who choose to go to the dealer do so either because their car or truck is under warranty or because their vehicle has been recalled for service. A total of 83 percent of dealer-goers say they would rely on an independent shop if it weren't for a warranty or recall notice.

Who do you rely on? Take the poll below to tell us who turns your wrenches and be sure to check out the full press release for more information.

View Poll

Continue reading Survey says more people trust independents than dealers for car repairs... do you? [w/poll]

Survey says more people trust independents than dealers for car repairs... do you? [w/poll] originally appeared on Autoblog on Tue, 29 Jan 2013 18:43:00 EST. Please see our terms for use of feeds.

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AAA says one in four Americans unable to afford major car repair

Jeff Glucker — Thu, 04 Aug 2011 16:01:00 EST

Filed under: Etc.

That knocking sound, those screeching brakes, the worn tires. All signals that trouble is either here or just ahead, and your car needs to go in for repairs sooner rather than later. Are you going to be ready for the bill that comes along with the repair work? According to a study by AAA, there's a good chance you won't be.

One in four American drivers wouldn't have the funds available to pay a repair bill of $2,000. If the tally drops to $1,000, then one in eight drivers would still be unable to pay the mechanic. It's not like those totals are out of line for a major repair, either.

If you need transmission work done, you can quickly climb into the four-figure range. Engine work? Keep climbing. Don't forget about the rubber on the road either, as a new set of tires certainly starts in the low hundreds but rapidly rises into the low thousands for higher-performing hoops.

Because of the costs associated with maintaining an automobile, and given the current economic climate, a quarter of all motorists say they are neglecting needed repairs. The problem is, that could lead to a worse situation down the road.

How are you preparing for the unexpected? Are you hoping for the best or stashing cash just in case? Sound off in the comments.

Continue reading AAA says one in four Americans unable to afford major car repair

AAA says one in four Americans unable to afford major car repair originally appeared on Autoblog on Thu, 04 Aug 2011 16:01:00 EST. Please see our terms for use of feeds.

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Car repair costs ranked state-by-state... where does yours rank?

Dan Roth — Fri, 24 Jun 2011 11:31:00 EST

Filed under: Etc.

You're going to pay more per year for car maintenance if you live in a western state, and the cheapest states for repairs related to a "Check Engine" light are Mississippi and Washington D.C. That's according to fresh data from the annual CarMD Vehicle Health Index, an analysis of repairs made to 225,000 vehicles with problems that led to a CEL. The average cost to fix the problem and extinguish the lamp is $305.56 in the United States, with Florida coming closest to said average at $305.05. Alaskan motorists can expect to pay the most for such repairs on average ($353.74), while Mississippi residents have been shown to shell out the least ($256.47).

Among the study's other bits of wisdom, if you live in Alaska, you're more likely to be stuck replacing a catalytic converter than you are an airflow sensor, a common repair item in America's dry Southwest region.

Across the board, the most common repair is replacing an oxygen sensor, and the CarMD study breaks out its results by average parts and labor cost in each state. While informative, these results are admittedly narrowly focused on problems on OBD-II vehicles (built between 1996 and present) that cause the "check engine" lamp to alert the driver. The sample size of a quarter-million vehicles was polled through CarMD's network of Automotive Service Excellence-certified technicians, skipping over some shops and technicians entirely and not counting problems with other systems not tied into the check engine lamp.

Still, it's an interesting and informative look at the cost of keeping your car on the road. Check out the press release after the jump to see whether your state is cheap or expensive.

Continue reading Car repair costs ranked state-by-state... where does yours rank?

Car repair costs ranked state-by-state... where does yours rank? originally appeared on Autoblog on Fri, 24 Jun 2011 11:31:00 EST. Please see our terms for use of feeds.

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