Jaguar, Buick Rank Highest in Satisfaction With Dealership Service, Study Says | Edmunds

Jaguar, Buick Rank Highest in Satisfaction With Dealership Service, Study Says


WESTLAKE VILLAGE, California Jaguar and Buick have the highest-rated dealership service satisfaction, according to the J.D. Power 2015 U.S. Customer Service Index Study released on Wednesday.

Jaguar unseated Cadillac, which grabbed the top spot among luxury brands in the J.D. Power 2014 U.S. Customer Service Index study.

Following Jaguar in the 2015 luxury rankings are Lexus, Audi, Lincoln and Cadillac. Land Rover had the worst score among luxury brands in this year's study.

Buick occupies the top spot among mass-market brands for the second year in a row. It is followed by Mini, Volkswagen, GMC and Chevrolet in the rankings. Jeep had the worst score among mass-market brands in the study.

Overall average satisfaction with dealership service fell from a year ago.

Scoring is based on dealer service performance during the first three years of owning a new vehicle. The study is based on responses from more than 70,000 owners and lessees of 2010 to 2014 model-year vehicles.

Among the findings:

*Dealers that offer some type of express lanes for customers who do not schedule service appointments substantially outperform those that do not offer this option.

*Satisfaction with the dealership is also higher among customers who work with the same service advisor they worked with in the past.

*Satisfaction is higher among customers with a recall visit than among those with a repair visit.

"Even though recalls can create a large influx of customers into the service department and really strain capacity, automakers are better prepared to handle recalls than they were a few years ago," said Chris Sutton, J.D. Power vice president of U.S. automotive retail practice, in a statement.

"It is possible to turn a potential negative into a positive when it comes to recalls if they're done in a way that doesn't inconvenience the customer."

Edmunds says: This study provides some critical information for car shoppers who are factoring dealership service into the equation as they ponder their new vehicle choices.

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