Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
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.
When it comes to handing out awards, nobody works harder than J.D. Power. With surveys concocted to measure dependability, brand reputation, customer retention, quality, and whatever else the company can dream up, we sometimes wonder whether the company's plaudits aren't becoming a little like "participant" medals awarded at the end of kids' sports seasons.
You have to hand it to the folks at Jaguar. In the face of sales dwindling to almost nothing, its dealers and service staff manage to still do their jobs well and delight their customers. In the 2007 Customer Service Index Study released by J.D. Power and Associates today, Jaguar was rated number one in customer service, scoring 925 out of 1,000.