According to the recent results of J.D. Power and Associates survey Jaguar ranks the highest with an overall CSI score of 925 points on a 1,000-point scale which is 13 points above the previous top CSI performer last year. Jaguar the producer of quality Jaguar catalytic converter has improved a great deal in terms of service equality and service initiation. Following Jaguar in the rank are Buick (918), Cadillac, and Lexus (913).

The study was also able to find out that personal interaction with customers by service staff can be very effective in boosting customer satisfaction with the dealer service. For instance, in the case of customers who were not given satisfactory auto repairs and maintenance the first time a good explanation from the service staff can help alleviate the dissatisfaction. And of these customers, those who report that they were “delighted” by how well their repair and maintenance work was explained to them averaged a satisfaction index score of 890 which is 14 points higher than the industry average as compared with the 733 score derived from those who said that they were satisfied or indifferent.

According to Tom Gauer, senior director of automotive retail research at J.D. Power and Associates, “Customers whose repairs or maintenance were not completed correctly the first time understandably would report lower levels of satisfaction. However, if the service staff takes the time to effectively explain the reasons for the work that was done, what the customer is being charged, and to answer any questions the customer might have, the dealership can still keep customers satisfied.”

Moreover, the study also shows that customers really do appreciate being communicated respectfully by service staffs and because of this they tend to develop loyalty to the dealerships.

Out of the customers who were delighted with how work was explained despite the fact that their repairs were not completed correctly the first time, 72 percent still said that they will return to the dealer for service covered under warranty as compared to 42 percent of customers who were satisfied or indifferent.

47 percent or nearly one half of the delighted customers have reported that they would certainly return to the dealer for maintenance or repairs that they would have to pay for comparing that again to the 17 percent of customers who were satisfied or indifferent.

Mr. Gauer said, “While fixing a vehicle right the first time is important, personal interaction and communication from service staff can also be critical in keeping customers satisfied with their service experience. Simple steps such as greeting service customers quickly upon arrival, fully explaining charges and repairs and performing visual inspections of the vehicle with the customer can go a long way toward promoting satisfaction and loyalty.”

The results of the 2007 CSI Study was based on the responses obtained between the months of January and April 2007 from 84,495 owners and lessees of 2004 to 2006 model-year vehicles.