Honda and Toyota share top service accolade
TOYOTA and Honda owners are the most satisfied with the service they receive after leaving the showroom, according to a latest survey.
The third annual JD Power Asia Pacific Australia Customer Service Index Study saw the Japanese duo share top billing, closely followed by Subaru which dropped from the number one position.
Measuring overall satisfaction with the vehicle service experience at authorised service centres, the study examines five factors - service quality, vehicle pick-up, service advisor, service initiation and service facility.
The study found that a positive pre-service communication experience assisted in creating a highly satisfying overall service experience.
People's satisfaction improved when they were given an estimate of how long a service will take, as wel as when they were notified by the dealership of when their vehicle needed servicing.
"Proactive communication during pre-service helps pave the way for a highly satisfying vehicle owner experience," said Mohit Arora, executive director JD Power Asia Pacific.
"Owners prefer to be updated by the network on their service due dates, as well advised during vehicle drop-off of the time to pick up the vehicle. These simple steps help to create a positive first impression about the network's ability to deliver a quality after-sales experience."
Brands such as Mercedes-Benz, Audi, Lexus, BMW, Peugeot and Volvo were not included due to an insufficient sample size.
The results were based on responses from 4300 owners who bought vehicles between August 2007 and September 2012 and who had their vehicle serviced between August 2011 and September this year.
Overall customer satisfaction averaged 791 in 2012, a two-point decrease from 2011.
Three areas had declining scores, quality (-5 points), service advisor (-8 points) and service facility (-6 points).
For Toyota and Honda, the implementation of standard operating procedures, such as "work done right the first time" and "vehicle ready when promised," has a direct impact on overall satisfaction.
JD Power Asia Pacific Australia
Customer Service Index Ranking (based on 100 point scale)
Honda - 809
Toyota - 809
Subaru - 805
Mazda - 801
Mitsubishi - 791
Kia - 784
Hyundai - 783
Holden - 779
Ford - 775
Nissan - 767
Suzuki - 764
Volkswagen - 757