Best car brands for customer service

Volvo and Honda share the honours in JD Power’s inaugural UK Customer Service Index (CSI) Study.

The research was based on the service experience of more than 9,000 respondents at franchised dealers who were rated for maintenance and repair work.

It explored customer satisfaction (listed in order of importance) for: service quality (26%); service initiation (23%); service advisor (19%); vehicle pick-up (17%); and service facility (16%).

Volvo ranked highest among premium brands in satisfaction, followed by Land Rover and Audi.

Honda lead the way for the volume brands in satisfaction, followed closely by Suzuki, Toyota, Kia and Skoda.

“The common perception is that the luxury brands are able to deliver a more satisfying customer experience, but the study shows this is not the case,” said JD Power’s Dr Axel Sprenger.

“Any brand and any dealership can provide a consistently positive customer experience if they make it a priority and have the people and processes in place. When they do, they likely will see an increase in revenue and will be able to build customer loyalty.”

Customer Service Index Ranking Premium Brands (based on a 1,000-point scale)

1. Volvo 779
2. Land Rover 767
3. Audi 762
4. Mercedes-Benz 756
5. BMW 754

Customer Service Index Ranking Volume Brands (based on a 1,000-point scale)

1. Honda 768
2.  Suzuki 759
3. Toyota 759
4. Kia 758
5. Škoda 758
6. MINI 747
7. Volkswagen 743
8. Nissan 739
9. Ford 736
10. Citroën 735
11. Mazda 730
12. Vauxhall 730
13. Hyundai 727
14. Peugeot 723
15. SEAT 723
16. Renault  715
17. Fiat 704