Porsche and Buick take top marks for customer service

Porsche offers better customer service than any other luxury brand, while Buick takes the top spot for mass market vehicles, according to the J.D Power's Consumer Service Index Study
for 2019.
The study looks at vehicles from between model years 2016 to 2018, and measures their owners' satisfaction with their service at dealerships and authorized service departments.
Over 57,000 customers were surveyed through the months of October to December 2018, Automotive News
quotes the study.
Vehicles are given a score on a 1,000-point scale, the scores are measured based on five differently weighted factors: 27 percent for service quality; 20 percent for service initiation; 20 percent for service adviser; 17 percent for service facility; and 16 percent for vehicle pickup.
In luxury brands, Porsche ranked the highest with 893 points, a gain of 19 points over last year's study, allowing the Stuttgart brand to eclipse Infiniti, who was previously the best. Infiniti now sits fourth on the list with 878 points. Lexus closely follows Porsche in second place, with 881 points.
Among mass-market brands, Buick took the top spot with 857 points, followed by Mini with 853. Brands like Kia and Honda fell below the industry average of 827, while Volkswagen
and Nissan just eked out the competition.
The study found that across the board, service satisfaction is 75 points higher if the customer experience is fully digital, rather than analog. Seems like people just don't like interacting wither other people, and prefer to do things over the internet rather than via phone.
Other findings were that customers were generally more satisfied when they were told about the work being performed, as well as when they were informed of the service history and status.
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