Newspaper article Evening Chronicle (Newcastle, England)

Drivers Satisfied with Servicing

Newspaper article Evening Chronicle (Newcastle, England)

Drivers Satisfied with Servicing

Article excerpt

Byline: Steve Hughes

THE latest quarterly dealer satisfaction scores from the Auto Express Driver Power survey show that motorists are generally becoming happier with the servicing and repair experience they receive from their dealers. The overall satisfaction index stands at 86.1%, up by one percentage point on the previous year.

Lexus dealers continued to lead the way, heading up the brand table with a 90.2% satisfaction rating.

However, this score has fallen quarter on quarter and has declined over the previous year. Lexus's lead also came under pressure from second-placed Porsche, which saw satisfaction scores for servicing and repair increase to 89.8%, climbing five places from seventh in the previous quarter.

Porsche dealers can also take credit for receiving highest satisfaction scores from customers when purchasing the vehicle, in addition to having the most loyal customer base of all brands according to its Net Promoter Score.

Steve Fowler, editor-in-chief of Auto Express, said: "Every manufacturer has been targeting customer satisfaction as an area for improvement and differentiation, but few are making a real difference. Until recently, Porsche dealers had a reputation for indifferent attitudes towards customers, but clearly much has been done to change that and the turnaround has been swift and sizeable."

Honda's dealer satisfaction ratings remained stable quarter on quarter, although the brand did drop one position to third. Jaguar scores continued to go from strength to strength, demonstrating a significant improvement in ratings, and moving up to fourth place from seventh.

Meanwhile Subaru fell one place this quarter, to fifth, to round off the top five. Other notable movements this quarter included Dacia, coming in as a new entrant at a commendable eighth position; while Peugeot and Alfa Romeo each experienced rising overall scores of 2.5 percentage points, moving from 23rd to 14th and 26th to 18th respectively. …

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