Saturday, 5 June 2010

JD Power Customer Satisfaction Index 2010

The JD Power results, in association with What Car, were announced last week with Lexus coming out top for the 10th consecutive year. My congratulations go out to them and Toyota (5th) particularly in light of all the media noise around recent recalls.

However there is a part of me that feels this congratulatory note accompanying the overall results is a little over the top? The industry average for customer satisfaction by manufacturer was 78.9%. The Lexus winning score was around 2% higher than the closest rival Honda, but even then their winning total was 84.6%.

Post scrappage I can't help but think that, especially when you consider the cost of buying and owning a new car, dealers and manufacturers really do need to try to make owning a car more of a satisfying experience.

No comments:

Post a Comment