Company Press Release
J.D. Power and DealerRater Report: Dealers, Do You Want to Boost Sales? Tune Up Your Service Center
Dealers wanting to increase their vehicle sales should focus on the back of their store, as sales are directly affected by customer experiences in the service department, according to the March 2015 PowerRater Consumer Pulse, a monthly analysis developed jointly by J.D. Power and DealerRater.
WESTLAKE VILLAGE, Calif. and WALTHAM, Mass.: 24 March 2015 — Dealers wanting to increase their vehicle sales should focus on the back of their store, as sales are directly affected by customer experiences in the service department, according to the March 2015 PowerRater Consumer Pulse, a monthly analysis developed jointly by J.D. Power and DealerRater.
An alliance between J.D. Power and DealerRater integrates each company’s capabilities to gather comprehensive vehicle shopper feedback based on J.D. Power’s customer satisfaction research and DealerRater’s consumer ratings and reviews of car dealerships.
“Considering how competitive the market is, and the tight profit margins that dealers are fighting, strengthening online reputation to maximize sales opportunities is becoming a critical business objective for new-vehicle dealers,” said Gary Tucker, chief executive officer of DealerRater.
Where Improvements Can Be Made
J.D. Power identifies the five processes with the highest potential impact on customer satisfaction with dealer service:
- Service advisor who focuses on customer’s needs (+73 points)
- Providing the customer with helpful advice (+55 points)
- Getting the vehicle fixed right the first time (+53 points)
- Access to the service advisor within two minutes of arrival (+45 points)
- Ensuring the vehicle is ready when originally promised (+41 points)
[1] Source: J.D. Power 2015 U.S. Customer Service Index (CSI) StudySM, which measures 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. The 2015 U.S. CSI Study is based on responses from more than 70,000 owners and lessees of 2010 to 2014 model-year vehicles and was fielded between November and December 2014. Data on online reviews is based on owners and lessees of 1- to 3-year-old vehicles.
[2] Based on a survey, conducted between February 27 and March 16, 2015, of 15,211 consumers who wrote a review on DealerRater.com after recently purchasing a vehicle or visiting a dealership for service.
Tags: powerrater consumer pulse, dealer reviews