More vehicle owners are scheduling an appointment, rather than dropping in and dealerships are getting vehicles in when they arrive for service, thereby reducing owner wait times, as per the JD Power Customer Satisfaction Index study released today.
The study finds that 74% of customers are scheduling an appointment in 2014, up from 70% in 2013, which is contributing to faster vehicle intake, as 75% of owners indicate their vehicle was taken in for service within 15 minutes of their arrival at the service center in 2014, up from 68% in 2013. Additionally, dealerships are proactively promoting their express maintenance/quick service options, as 27% of customers are offered this option for services such as an oil change in 2014, up from 22% in 2013.
Waiting time at the dealership has been reduced, as 85% of customers indicate they were attended immediately on arrival at the service center in 2014. Service advisors are prepared to receive the customers, as 74% 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% of customers indicate was met in 2014.