The study identifies 22 service standards that enhance the overall customer service experience. Nearly one-third (28%) of customers indicate their dealer implemented all 22 service standards in 2014, a 5 percent increase, compared with 2013. Overall satisfaction improves by 43 points to 899 when all standards are met.
Waiting time at the dealership has been reduced, as 85 percent of customers indicate they were attended immediately on arrival at the service center in 2014, up from 82 percent in 2013. Additionally, 95 percent of customers indicate they received proactive communication from their service advisor, compared with 93 percent in 2013.
Service advisors are prepared to receive the customers, as 74 percent of owners indicate their advisor knew about their vehicle history, which improves overall satisfaction by 14 points.
Customers expect to receive their vehicle within 20 minutes of their arrival at the dealership once service has been completed, an expectation that 85 percent of customers indicate was met in 2014, up 2 percent from 2013. On average, satisfaction improves by 7 points when this expectation is met.
Owners who are highly satisfied (satisfaction scores of 956 or higher) are nearly twice as likely to recommend their service dealer to family and friends compared with those who are highly dissatisfied (scores of 789 or lower). Additionally, highly satisfied customers are twice as likely to revisit their service dealer for post-warranty service.
