According to J.D. Power’s 2016 Customer Service Index (CSI) study, satisfaction rates for recall-related repairs declined this year for the first time in six years.
How much are recalls actually affecting overall satisfaction?
You have to look at it from two perspectives. First, there’s the customer experience with the recall itself. This year, 14 percent of visits were recall related. Second, what is the impact of all these recalls on dealer service capacity and the experiences of other customers who are trying to make appointments?
Overall, CSI went up a few more points this year, but the increase definitely was smaller than in previous years.
What were some other important trends when you looked at OEM scores?
Audi won the premium brands crown, which they’ve never won before. MINI won the non-premium brands crown. Scores are up for both luxury and the mass market.
You noted in the study that tires are the one part more likely to be replaced at a non-dealer facility. Why is that?
First, a lot of customers have historically just bought tires elsewhere. Manufacturers have put in a lot of work to combat that, and have done a good job. But it’s a bigger hill to climb. Tires are a pretty cost-sensitive area.
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