J.D.Power

[HarleyEarl]

2006 J.D.Power Customer Service Rankings:

Lexus 912

Buick 911

Cadillac 909

Jaguar 908

Lincoln 906

Mercury 905

Saturn 904

Pontiac 903

Audi 890

MINI 890

Volvo 890

Acura 889

Chevrolet 887

Infiniti 887

Porsche 887

BMW 884

Honda 883

HUMMER 882

Saab 880

GMC 879

Industry Average 873

Mercedes-Benz 872

Hyundai 869

Chrysler 867

Ford 866

Dodge 862

Toyota 861

Subaru 858

Jeep 851

Nissan 849

Mitsubishi 848

Kia 843

Mazda 843

Land Rover 840

Suzuki 823

Volkswagen 810

Isuzu 781

[loki]

yay, good stuff for gm, other than it's subsidaries (right?)... subaru, and with isuzu coming last...

[DetroitNut90]

Wow-all of GM's brands scored nicely over the industry average! Nice one GM!

[VenSeattle]

What happened to "Recalls a time for Toyota to shine" ????

The "Toyota Recall" article plainly states in the opening that Toyota already has an "excellent reputation for customer service." Based on What?

If it's so then why do GM recalls count against GM so much by the media? GM's customer service has always ranked very high and apparently still does.

The study finds that customers who are satisfied with the service advisor and the in-dealership experience are more likely to return for service and more likely to repurchase the same make.  They are also more likely to recommend the make, which leads to new vehicle sales.  A gain in CSI score of just 10 points for satisfaction with the service advisor or in-dealership experience is estimated to add anywhere from $40 to more than $300 per customerannually, averaged over a one-to three-year customer base. 

It just bugs me that Toyota is praised for their customer service in "Recall" articles, when it's never mentioned as a plus during GM's!?!?

[VenSeattle]

Pretty JDP Chart for those who benefit from visual learning...

[CARBIZ]

I know that at our store, management strongly emphasizes customer satisfaction. GM does their own polling, both in service and in sales. Again, this chart may be more reflective of Toyota's over all arrogance, both in the way the dealer body treats their customer (c'mon: you'll service here anyway because you MUST) and in the way that head office treats the dealers.

At GM, the district manager has a fair bit of latitude to side with the customer on warranty matters. Does Toyota do the same? The way they handled the sludging problem 4 years ago suggests otherwise.

With Toyota in expansion mode, perhaps their dealers are being dictated to. In our area, GM is being far more considerate of its dealer body; recognizing the fact that some are hurting badly and head office is trying to help out whenever they can.

Generally, GM has always enjoyed the best relationship with its dealers. Far better than Ford, who have threatened to sue on many occasions. I think this attitude reflects down to the customer.

Thanks for the chart, Ven. I'll find it useful.

[Flybrian]

Isuzu 781

169303[/snapback]

You need customers in order to satisy them.

[Dsuupr]

Funny how articles still mention how great toyota and honda dealers are when it comes to customer service. In the end it will be the consumer who is tired of fighting the dealer that will make the change.

We have friends that will never go back to VW because every dealer in town treated them with disrespect.

Everyone I know that owns a toyota talks about fighting the dealer, but it's ok because you get a toyota. How sad.

We are sold to GM products because the dealers we deal with treat us with respect and give us great service. Loren Berg Chevrolet & Wentworth Buick/Pontiac/GMC will get our money because they deserve it.

[HarleyEarl]

There is so much good about GM and they just don't get enough applause from the media and general public.

Honda and Toyota just seem to have a vice grip on peoples perceptions.

[HarleyEarl]

GM also won Gold for Factory Quality for 2006 at the Canadian Oshawa plant 2.

[Mr.Krinkle]

thats a purrty graph. all look almost the same. well, almost.