Good news: Customer satisfaction is on the rise in the automotive industry.
According to the J.D. Power 2017 U.S. Customer Service Index (CSI) Study, customers are feeling pretty satisfied with the quality of vehicle service at dealerships. This national study features responses from more than 70,000 car owners. It gives some great insight into what’s going right and what’s going wrong with the dealership customer experience.
Some of these statistics won’t come as a surprise (like the fact that 67% of customers say they will “definitely return” to a dealership who does text message updates), but others might. Did you know that customers choose dealers over independent repair shops in 15 out of 16 customer satisfaction categories?
Read the full report summary here.
How do you build up your customer experience and improve your CSI?