Hyundai Dealers Put Emphasis on Speed With New Service-Department Initiative | Edmunds

Hyundai Dealers Put Emphasis on Speed With New Service-Department Initiative


Just the Facts:
  • The goal of the Hyundai Assurance Car Care Express service-center program is to get customers in and out of the service department in less than an hour.
  • No appointment is necessary for a customer to visit a new Car Care Express service center.
  • There are 140 certified Car Care Express dealers in the U.S. and the number of participating dealers is increasing, according to Hyundai Motor America.

FOUNTAIN VALLEY, California The goal of the Hyundai Assurance Car Care Express service-center program is to get customers in and out of the service department in less than an hour.

No appointment is necessary for a customer to visit a new Car Care Express service center.

There are 140 certified Car Care Express dealers in the U.S. and the number of participating dealers is increasing, according to the company.

"Our customers have made it clear that they want the convenience of quick service during hours that fit their busy schedule," said Frank Ferrara, executive vice president of customer satisfaction for Hyundai Motor America. "This new program will give Hyundai dealers another avenue for satisfying their customers."

The program cuts the time needed for basic services, including oil changes, battery replacement and tire rotations.

Participating dealers will be dedicating service bays and staff to make life easier for busy customers. The dealerships also will offer extended service hours.

All Hyundai vehicles sold in the U.S. are covered by the Hyundai Assurance program.

Experts say that higher service satisfaction equals higher loyalty, one reason that automakers such as Hyundai are paying more attention to this part of the business.

"The service experience has a profound impact on vehicle owners, not just where they take their vehicle the next time they need maintenance or repairs, but also on their next vehicle purchase," said Chris Sutton, senior director at J.D. Power and Associates, in a statement. "Dealers know this, and most are taking the appropriate steps to ensure their customers have the best experience possible on both the sales and service sides of the store."

J.D. Power's 2013 U.S Customer Service Index or CSI study found that recent investments by dealers in improving the customer service experience are paying off in terms of more highly satisfied and loyal service customers.

Overall customer satisfaction with service at a dealer facility has dramatically increased, the study said.

Three of the 11 luxury brands and five of the 19 mass-market brands have improved in overall satisfaction by at least 20 points.

Hyundai was ranked above average in the latest study, but lags behind such mass-market brands as GMC, Mini, Buick, Chevrolet and Volkswagen.

Edmunds says: Hyundai said it wants consumers to get back to their lives, a big reason for this latest push in the service department.

Leave a Comment
ADVERTISEMENT
ADVERTISEMENT