Drivers Prefer Dealers Over Independent Shops For Service According to Survey
Drivers who visit dealerships for service are considerably more satisfied with their experience than with service from independent shops.That's according to a recent survey by J. D. Power and Associates which looked at satisfaction among 84,000 vehicle owners and lessees who had their 2007 - 2011 model year vehicles serviced for maintenance or repairs. For the fourth year in a row, Lexus ranked highest overall, and in the luxury car category, with a score of 861 out of a possible1,000. Scores were based on satisfaction with service quality, service initiation, service advisor, service facility and vehicle pick-up. Rounding out the top five in the luxury car category were Cadillac, Jaguar, Acura and Porsche. In the mass market brand group, MINI ranked highest for the second consecutive year with a score of 809. Also among the top five brands, Buick, GMC, Chevrolet and Hyundai.
J.D. Power and Associates said the biggest factor driving satisfaction was the proportion of maintenance to repair work. 72% of respondents said the latest service was for maintenance, not repairs. That's an increase from 63% in 2011. Overall satisfaction with dealer service improved by 19 points in 2012, compared with 2011.