Customer Satisfaction Index

Getting your car serviced at the dealership, whether it’s for warranty repairs or regularly scheduled maintenance, is an often-overlooked part of the car ownership experience, but it’s one of the most important aspects when it comes to retaining customer loyalty. A positive dealer experience can greatly affect overall customer satisfaction and, from the automaker’s perspective, increases the likelihood a customer will return to the same brand for their second vehicle. With all the economic doom and gloom eroding new car sales around the globe, the issue of retaining existing...