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  • Date: July 31, 2008

The quality of car service is more important than the car itself.

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The quality of car service is more important than the car itself.
The general crisis in the automotive industry and increased competition between dealers improve the quality of customer service. This conclusion can be drawn from the latest study of the quality of work of dealers around the world, conducted by the American consulting company J.D. Power and Associates.
The study is trying to measure the level of satisfaction of motorists with the quality of service in service centers. It focuses on car owners not older than three years, since this is the period most often indicated by companies as a guarantee period.
In 2008, the study involved 87,302 motorists who owned cars of 2005-2007 model years. Surveys were conducted in different countries of the world, including Australia, Canada, China, France, Germany, India, Indonesia, Japan, Malaysia, Mexico, New Zealand, the Philippines and Taiwan, South Africa, Thailand and the United Kingdom.
In general, in recent years there has been a general increase in positive assessments. After the failure in 2005, the satisfaction index is growing every year? so this time, its value exceeded last year’s figures by six points and amounted to 882 points on a 1000-point scale.
Did motorists appreciate both maintenance and repair work? estimates for MOT on average are even higher (892 versus 862). Meanwhile, the number of car owners who needed repairs, reduced to a historic minimum? only 35% of the total number of respondents. Meanwhile, satisfaction from repairs increased by nine points? both for regular brands and premium brands.
? The increase in the quality of cars led to a decrease in demand for repairs in the first three years after the sale,? said the vice president of automotive research J.D. Power and Associates David Sargent. ? Despite the large share of requests for maintenance, most dealers are very interested in ensuring a good level of service work ?. Strangely enough, the general crisis of car sales had a positive effect on the industry: while the profitability of car dealers tends to zero, it became vital for them to gain new customers and keep old ones.
For the second year in a row, Jaguar took the lead among the brands, with a score of 923, Cadillac (922) and Buick (919) were not far behind. If the British brand has long been almost benchmarks for quality of service, the Americans have progressed significantly over the past year. Cadillac climbed one position in the rankings, significantly improving repair repair ratings. Buick was the best of non-premium brands.
The study showed that one of the most important factors of good service is the ability to communicate with the client. The marks given by motorists, who explained in detail the essence of the work with their cars, were about 100 points higher than those who were not provided with explanations. Only 82% of respondents indicated that they had received an explanation for service work.
The fierce competition forces dealers to regulate prices for their services. 3/4 motorists are satisfied with the prices of service and repair of cars, finding them "honest", and are ready to continue to be serviced at the same service station after the expiration of the warranty period.
The study revealed some more interesting trends.
? Despite the fact that 5% of motorists said they would prefer to book their visit online, only 1% do just that.Overwhelming majority ? 74%? take a queue by phone, and another 25% immediately come to the service.
? If the car came back from the service cleaner than it was, the work estimate was on average 48 points higher than when the car was not washed. If the car returned from the service dirtier, the score fell by 200 points.
? Consumers who should not have waited for a specialist in the service, put a much higher marks? about 200 points more than those who had to wait more than five minutes.

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