The J.D. Power and Associates Customer Satisfaction study revealed Buick ranks highest in customer satisfaction scores among mass market brands. On a 1,000 point scale of customer satisfaction, Buick scored an overall CSI score of 835—a 26-point improvement from 2013 and beating the other 18 brands in the mass market category. The other GM brand, Cadillac, scored high in satisfaction with dealer service among luxury brands achieving a CSI score of 872.
The premise of the study is based on asking its participants how satisfied they are with their 1 to 5-year-old vehicles with the service they received for their car at dealerships. The study measured customer satisfaction with service at a franchised dealer facility for maintenance or repair work among owners and lessees of 1- to 5-year-old vehicles.
“Customer satisfaction is our number one key goal here at Liberty Buick GMC,” say Scott McCorkle, owner of the Matthew, NC based dealership.
More than 90,000 automobile owners took part in the study, which took place between October and December 2013. Only franchised dealer facilities for maintenance or repair work were eligible. The 2014 U.S. CSI Study also included owners and lessees of 2009 to 2013 model-year vehicles.
Another key finding in the Study was the importance of maintenance programs-both free and pre-paid. The Study cites that the popularity of Maintenance Packages continues to increase, which in turn, benefits auto dealers and brands through higher loyalty and repurchase rates.
Overall, the Study shows that customer satisfaction is improving in the industry. Another key finding, and in more specific fields, the Study has shown that dealerships that use digital tablets during service interactions can have a positive impact on customer satisfaction.
Liberty Buick GMC takes pride in our customer service and professionalism in both our sales and service departments. Contact Liberty Buick GMC either by phone or a service appointment. We’re located at 9028 East Independence Blvd. in the Charlotte Matthews area. To make a service appointment, call (704) 321-4917.
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