In the just-released 2013 Customer Survey Index (CSI) released by J.D. Power and Associates, GMC was the top ranked automaker among mass market brands.
The study, which ranks overall customer satisfaction with service at a dealership, found that overall customer satisfaction had increased to 797 on a 1000-point scale, up from 787 in 2012. GMC lead the way for mass market brands with a score of 819. The American automaker performed particularly well in the categories of service initiation, service advisor, service facility and service quality.
According to J.D. Power and Associates, five of the 19 mass market brands improved their index score by at least 20 points compared to last year, with Scion seeing the biggest leap improving by 24 points.
Taking the top spot overall was Lexus, with a score of 862.
“Manufacturers have made large investments in their retail programs, and dealers have made significant investments in key customer touch-points–people, improved processes and customer waiting areas–which are having a profoundly positive impact on their customers,” said Chris Sutton, senior director at J.D. Power and Associates. “Dealerships are placing more emphasis on the service advisor’s role, which is essential to effectively handling service customers. Having a skilled, trained advisor is vital for a positive customer experience.”
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