GMC Named Best Mass Market Brand For Dealership Satisfaction
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.
Other mass market automakers in the top five include MINI (810), Buick (809), Chevrolet (806), and Volkswagen (804).
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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Jason Siu began his career in automotive journalism in 2003 with Modified Magazine, a property previously held by VerticalScope. As the West Coast Editor, he played a pivotal role while also extending his expertise to Modified Luxury & Exotics and Modified Mustangs. Beyond his editorial work, Jason authored two notable Cartech books. His tenure at AutoGuide.com saw him immersed in the daily news cycle, yet his passion for hands-on evaluation led him to focus on testing and product reviews, offering well-rounded recommendations to AutoGuide readers. Currently, as the Content Director for VerticalScope, Jason spearheads the content strategy for an array of online publications, a role that has him at the helm of ensuring quality and consistency across the board.
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