J.D. Power Discovers Dealer Service Satisfaction Rises Amidst Extended Wait Periods
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The auto industry has seen a rebound in customer satisfaction with dealer service experiences this year, marking a positive shift. However, dealers are still facing challenges due to shortages in parts and labor, which have contributed to increased wait times for service appointments. The overall customer service satisfaction index done by J.D. Power has seen a modest rise to 851 on a 1,000-point scale, reflecting a mixed scenario of improvements and ongoing hurdles.
Electric Vehicle Service Experience Needs Enhancement
As the electric vehicle (EV) market grows, particularly for non-Tesla battery-electric vehicles (BEVs), the service experience has not fully met owner expectations. The industry is urged to enhance the service quality and ownership experience for BEV owners, who currently face longer wait times and a perceived inconsistency in service due to a higher rate of recalls among these vehicles. The need for improvement is underscored by the lower trust non-Tesla BEV owners have in dealers for complex repairs, compared to their gas-powered and plug-in hybrid counterparts.
Innovations and Preferences in Service
The study highlights the integration of technology in the service process as a key factor in enhancing customer satisfaction. Customers show a strong preference for receiving service updates through text messages over phone calls and appreciate the use of photos or videos during vehicle inspections. Additionally, the study underscores a growing trend towards aftermarket services, driven by shorter wait times and the convenience of location.
Rising Costs and Brand Performances
There has been a noticeable increase in the average cost of service visits across both premium and mass market vehicles, attributed to inflation and the rising costs of parts and labor. On the brand front, Lexus and Buick have emerged as leaders in their respective categories for dealer service satisfaction, with several other brands also showing strong performances across different vehicle segments.
While there are signs of improvement in the auto dealer service experience, there remain significant areas for enhancement, especially in accommodating the growing BEV market. The study points to technology, efficiency, and transparent communication as pivotal factors in elevating service satisfaction. Dealers and manufacturers are encouraged to address these challenges proactively to align with evolving customer expectations.
This article was co-written using AI and was then heavily edited and optimized by our editorial team.
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- Kcflyer more smoke and mirrors from the installed dodo
- Vatchy "are making cars and trucks that give American drivers more choices today than ever before"Fine, because more choices are good. What is not good is that they are trying to cut our choices down to 1 - electric - instead of letting the market decide. That, in this case, is just stupid. I personally don't have anything against electric cars but my choice is no for as long as possible.I bought a six-cylinder pickup to pull a camper. I have absolutely no interest in pulling it a hundred miles, finding a place to unhook and leave it, find a working charging station, waiting 30-60 minutes (or longer) to fill up, then go back and hope my camper is still where I left it, hook up, and finally go. So, drive a hundred, spend an hour or more, drive another hundred, spend another hour or more, etc. That is not my choice.
- Jkross22 Didn't regulatory pressure push carmakers to cheat on emissions testing? VW took most of the smoke, but didn't every other company making diesels cheat?I wonder how many are cheating now - tests giving false EV range, MPGe phantom numbers, charging times/speeds being fudged, etc. I'm grousing more about the reality (futility?) of demanding something the public doesn't want/need/value rather than the 'common goodness' of the effort itself. With this effort on the heels of the billions being spent on chargers and less than 10 being built in the last few years, most of us are developing perma-stinkeye. Or it could just be the name Pete Buttigeig - a name synonymous with incompetence.
- Jeff My question to you Matt are CAFE standards basically going to still give an advantage to vehicles with a larger footprint and profile. My fear is that trucks will continue to get larger and more expensive and that the few smaller trucks offered to those of us who really want smaller trucks and don't need or want larger trucks will completely disappear from the market. Will the current midsize trucks eventually end up the size of the current full size pickups? I currently have a hybrid Maverick and don't want a larger profile truck. It seems that smaller vehicles that are more efficient should be encouraged but I realize that CAFE standards and manufacturers don't want these vehicles.
- Noe65795977 If asking price was 50% lower , would be with considering ..
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