Honda Comes Out On Top in Customer Service Study

Honda has been named as the number one volume brand when it comes to customer satisfaction during vehicle servicing.

The 2015 J.D. Power UK Customer Service Index Study compares customer satisfaction with their experience at franchised dealers’ service departments, providing comprehensive analysis of the vehicle service experience provided by each brand across 16 countries worldwide.

J.D. Power is a marketing information services firm which conducts surveys into customer satisfaction, product quality and buyer behaviour in a number of different industries.

When measuring customer satisfaction levels, five key areas are taken into account: service quality, service initiation, service advisors, vehicle pick-up and the service facility.

Satisfaction levels are measured on a 1,000-point scale and Honda ranked the highest amongst volume brands, with a total satisfaction score of 768, nine points clear of the nearest competitor.

Phillip Crossman, Managing Director at Honda UK, commented: “It is testament to our outstanding dealer network that we have topped the list of volume brands when it comes to customer satisfaction. One of the fundamental beliefs at Honda is developing a relationship with the customer based on mutual trust and this accolade from J.D. Power just does to show how evident that is within our dealer network.”

Senior Director of European Automotive Operations at J.D. Power, Dr Axel Sprenger, said: “Any brand and any dealership can provide a consistently positive customer experience if they make it a priority. When they do, they will likely see an increase in revenue and will be able to build customer loyalty.”

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