Question:
as far as service and if the salesperson takes care of them before,during,and after the sale
Answers:
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When it comes to repairs and maintenance, auto dealerships are doing better at getting the work done right the first time and having the vehicle ready when promised, according to the J.D. Power and Associates 2006 Service Usage and Retention Study (SURS).SURS finds that 86 percent of owners who took their vehicle to the dealership for a repair indicate that the work was done right the first time -- up from 72 percent in 2001 -- and 87 percent say the dealership had the vehicle ready when promised -- up from 82 percent five years ago.
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The study, now in its 10th year, measures customer satisfaction of vehicle owners who visit a dealer service department for maintenance or repair work during the fourth or fifth years of ownership, which typically represents the period after the manufacturer�s vehicle warranty expires.
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Overall customer satisfaction is based on six factors (in order of importance): service initiation, service advisor, service quality, user-friendly service, service delivery, and in-service experience.
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"Time is important in every aspect of consumers� lives, and auto service customers, especially younger customers, are very sensitive to time," said Jeff Zupancic, director of automotive retail research at J.D. Power and Associates.
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"Any dealership process or event that extends the service visit or causes repeat dealer visits significantly erodes satisfaction. Despite the importance of time to customer satisfaction, this has been a difficult challenge for dealerships to overcome," he added.
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The importance of time to auto service customers is evident in that more than one-half of SURS index scores are driven by time-related attributes, including the time it takes to speak to a service advisor, completing the repair or maintenance right the first time, convenience of service hours of operation and having the vehicle ready when promised.
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Many dealers have responded to customer demands for convenience and quick service by installing service lanes dedicated to routine maintenance such as oil changes, expanding their service hours and refining their service processes.
The study finds that dealer efforts to address time issues are resulting in higher levels of customer satisfaction. Overall, customer satisfaction with the dealer service experience has increased seven index points from 2005 to 852 index points on a 1,000-point scale.
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Eighty-nine percent of respondents using a dealership for service report they were able to get a service appointment on the day they desired. When they arrived at the dealership, 48 percent of respondents indicate they were greeted immediately by a service advisor, while an additional 38 percent note they had to wait less than five minutes.
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Among respondents who had their vehicle repaired at a dealership, 85 percent indicate that the vehicle was fixed the same day they dropped it off. Only 6 percent of customers had to wait three or more days for their vehicle.
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However, once the work was completed, only 67 percent of respondents indicate that it took five minutes or less to fill out the appropriate paperwork and drive off with their vehicle.
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"The time elements of the service process are absolutely crucial," Zupancic said. "The service advisor is the key link between the dealership and the customer. If the service advisor can develop a professional relationship with the customer and build a level of trust, the customer is generally much more satisfied with the overall service experience. If customers aren�t happy, they express their displeasure by taking their business elsewhere."
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"The service department has a great impact on the entire business at the dealership," Zupancic continued. "A poor service experience may not only cause the dealership to lose future repair and maintenance business, but also future vehicle sales opportunities. Dealerships need to do a great job of satisfying customers during and after the sale in order to keep their customers coming back."
The study also finds that among premium brands, Lexus, Cadillac and Acura perform particularly well in satisfying customers with the service experience after four and five years of ownership.
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Among non-premium brands, Buick and Saturn perform well. Goodyear Tire and Firestone Tire service centers perform well among non-dealer service facilities.
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i HATE pushy people. i like to walk into the lot and have someone ask if they can help, then tell them i'm fine and looking, but ask for their card so that i can find them on my own time if i need additional help. i hate people who come by every 5 minutes asking if you need help. its like "dude, i can see the car, i can read the price, i dont need you"My car was wreck. The damage is beyond the value but not beyond the amount owed. What now?
Honesty! Cleanliness of cars, suitable prices, and being able to communicate with salesperson easily after sale.car reg checks i stayed in a tesco carpark overtime?
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Clean, neat, good looking cars, low prices, service available after the sale, reputable line of cars for sale, good selection, convenient location, friendly, honest sales staff, congenial environment to work in.
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I bought a new truck last spring, and shopped at several dealerships. One was a chevy dealership that uses lots of high-pressure advertising, and stresses volume sales over high prices. The owner's son was in the showroom talking to some of the salesmen. He had the foulest mouth I've ever heard - this guy could embarrass a longshoreman. And he was complaining about the truck that he had - one that daddy gave him, I suspect.
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I bought from another dealer.
When spending that many $$ , warranty and clear explanation of what is covered is very important .
Also , if vehicle is covered at other dealers when customer is traveling far away and have problem .
Also , I have had mechanics be slackers with 6 month old vehicle (cost $28K USD) with brake problems . I had to call headquarters and they made them fix the problem .
Service department should be more responsible without the customer having to call corporate.
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Also, I saw Mitsubishi wagon on show 'Long Way Round' and it performed wonderfully , so I hope they have good customer service because I think next time I buy that .
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I watch the advertising closely. Here in Ohio, I find most car dealers do alot of outwardly misleading advertising. Bold lies. I just avoid them. If they advertize $99 down and $99 a month, and you get there and find that only applies to the first 6 months, then it's $400 a month. Walk away.bought a car with no title, is there any way to get one?
Another thing to avoid is anyplace that has anything to do with J.D. Byrider. see www.badbusinessbureau.com and look up the dealer you're thinking of.
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Steve
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