The inaugural JD Power 2015 UK Customer Service Index Study measures customer satisfaction with their experience at franchised dealers’ service departments.
The study is a comprehensive analysis of the vehicle service experience and is independently conducted by JD Power in 16 countries worldwide.
It looks at levels of customer satisfaction in five key areas: service quality; service initiation; service advisors; vehicle pick-up; and service facility. Satisfaction is calculated on a 1,000-point scale.
Honda ranks highest among volume brands in satisfaction with a score of 768. Suzuki and Toyota tied in second with a score of 759, and Kia and Skoda tied in fourth on 758.
Previously run in conjunction with What Car? the annual Customer Satisfaction Index Study is now run solely by JD Power. Founded in 1968, JD Power is a marketing information services firm which conducts surveys of customer satisfaction, product quality and buyer behaviour for industries ranging from cars to marketing and advertising firms.
Philip Crossman, Managing Director at Honda UK, commented: “It is testament to our outstanding dealer network that we have topped the list of volume brands when it comes to customer satisfaction. One of the fundamental beliefs at Honda is developing a relationship with the customer based on mutual trust and this accolade from JD Power just goes to show how evident that is within our dealer network.”
Dr Axel Sprenger, senior director of European automotive operations at JD Power, said: “Any brand and any dealership can provide a consistently positive customer experience if they make it a priority. When they do, they will likely see an increase in revenue and will be able to build customer loyalty.”