Of those who are made to wait, 62% have made an appointment with a service centre, JD Power study
A study from JD Power finds that automakers and dealerships are looking at efficient management of vehicle servicing by encouraging customers to schedule an appointment. 70% of customers made a service appointment in 2013 as compared with 65% in 2012.
“Most vehicle owners prefer to schedule an appointment for service as it helps them plan their day,” said Arora. “It is important for dealerships to ensure that relevant skilled manpower is available to ensure a smooth process for getting the vehicle in for service and minimize waiting time. This is likely to become a key driver of overall satisfaction with the after-sales service process in India.”
Customer satisfaction with the dealership service experience remains unchanged in 2013 from 2012 at 834 index points. Satisfaction with the service facility increased 4 points in 2013, which was counter-balanced by a 4-point drop in the service initiation factor. All other factors remain unchanged.