Cadillac finished second and Buick finished third behind Jaguar in JD Power’s Service Satisfaction Survey. On a scale of 0 to 1,000 Jaguar scored an impressive 923 points followed by Cadillac at 922 and Buick at 919. Lexus finished fourth at 915 points. Chevrolet finished 12th beating Mercedes Benz who came in 20th place just above industry average. Toyota finished below industry average coming in 11 places from last place. The bottom 12 performers were Porsche, Toyota, Land Rover, Dodge, Jeep, Nisan, Mazda, Suzuki, Scion, Kia, Volkswagen and last place goes to Suzuki. The top 12 are Jaguar, Cadillac, Buick, Lexus, Lincoln, Mercury, Acura, Infinity, BMW, Honda, Saturn and Chevrolet. All GM brands finished above industry average and ahead of Mercedes Benz.
In a press release on July 17, 2008 JD Power said, “Cadillac improves by one position rank for 2008…This is attributable to particularly high levels of satisfaction among repair customers. Buick has strong performance... and its continuing efforts to improve quality have resulted in a decreasing incidence
of repair visits among the brands customers.”
The study found that communication with the customer after the services were received had a notably strong impact on customer satisfaction particularly through improving customers perception of fairness of charges and the value of services received. Customers contacted after services were performed scored their dealers an average of 100 points higher than those who were not contacted.
At the GM Giant, customers who provide us an e-mail address receive a thank you message with a satisfaction survey. Any scores less than completely satisfied generate a contact by a member of our management team. Those who do not provide an e-mail address receive the same survey in the mail. We constantly monitor our systems to make sure they are in alignment with our goal of complete customer satisfaction.
We have recently returned to team service. Each team has 4 to 7 technicians and work for one service advisor. Because we have three teams, it is like having three small service departments. This way you get the personal service of a small dealership with the parts and special tool availability of one of the nation’s largest dealerships.
It is our vision to be the best place on the planet to purchase a vehicle and to have a vehicle worked on. The JD Power survey is testimony to GM’s commitment to customer satisfaction. We take that to extremes at the GM Giant. Every one of our employees is paid on customer satisfaction. We know that customers don’t care how much you know about them until they know how much you care about them.
Drive Safely.
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