Jaguar has once again topped the annual JD Power Dealer Satisfaction Survey, published in the October issue of What Car? magazine, which is on sale now. Land Rover dealerships were ranked joint-fifth in the survey.
The results are based on the dealer service portion of JD Power’s 2013 UK Vehicle Ownership Satisfaction Study, which took the views of 13,511 customers who had a service experience with their dealership into consideration.
Respondents provided feedback on vehicles bought between January 2010 and December 2011 focusing on the booking process, overall staff helpfulness, dealership facilities, quality of work and how fair the service charges were.
Chas Hallett, What Car? Editor-in-Chief said: “For the second year running, Jaguar owners love their dealers as much as their cars, awarding their dealers top marks in the annual survey. Jaguar is in a most enviable position, where every car maker wants to be and needs to be now and in the future.”
Jaguar customers provided overwhelmingly positive feedback about their dealers, highlighting friendly advisers, flexibility in finding booking slots, quick and painless vehicle hand-over and pick-up services and staff taking the time to explain technical details of work carried out. The quality of work carried out was also rated excellent or outstanding by 68% of customers.
In addition, Jaguar dealers rated top out of those who deliver service with a smile, resulting in an overall 85.5% customer satisfaction score and five ‘Power Circles’ awarded to the dealerships nationally, a rating defined as “among the best”.
Jeremy Hicks, Jaguar Land Rover UK Managing Director, said:“Our dealer network is the most important point of contact we have with our customers and I am delighted that Jaguar and Land Rover have performed so well in the JD Power survey for the second year in a row. Our product line-up is the strongest and most diverse it has ever been, with new sectors of the market coming to the brand all the time, as proven by record sales in 2013. As our sales grow, so does the quality of our dealer network and we are proud that our dealers have been recognized by our customers, JD Power and WhatCar?”
The dealership named Motor Codes Franchised Garage of the Year was Jaguar main dealer Sturgess of Leicester, with customers noting excellent attention to detail willingness to go the extra mile and quick and efficient service as characteristic of their experience at Sturgess.