The German automaker, Mercedes-Benz ranked highest in customer satisfaction with dealer service among luxury brands, according to the JD Power 2015 India Customer Service Index (CSI) StudyLuxury. Mercedes scored 842 out of 1,000.
The overall vehicle owner satisfaction with their dealership service experience averages 836 in 2015, a 7-point decline from 2014. An 11-point drop in service advisor satisfaction is contributing to the overall decline.
This study is based on responses from 265 vehicle owners in the luxury segment who received delivery of their new vehicle between May 2013 and August 2014 and took their vehicle for service to an authorized dealer or service center between October 2014 and August 2015. The study was fielded between May and August 2015.
Service advisors play a critical role in customer satisfaction with their vehicle service experience, according to the study.
Areas of customer service has greatest need for improvement.