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Vehicles (17 Jan 2019)

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J.D. Power 2019 UK Customer Service Index Study

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12 Apr 2019 08:38 #205941 by AlexK
In the J.D. Power 2019 UK Customer Service Index (CSI) Study, Audi was ranked first overall, while Suzuki was judged the highest 'volume' brand.

Audi ranks highest among premium brands, with a score of 815, a 23-point improvement from 2018. Mercedes-Benz ranks second (802), followed by BMW (798).

Suzuki ranks highest among volume brands, with a score of 813, a 22-point improvement from 2018. Toyota ranks second (800), followed by Honda (798).

The 2019 UK CSI Study is based on data collected from 6,759 respondents who registered their new vehicle between November 2015 and January 2018. The study was fielded from November 2018 through January 2019.


The key findings include a lot of waffle about using tablets for bookings and how UK dealers lag behind their US counterparts on communication. I can post the release if anyone fancies some bed time reading, but here are some graphs instead.


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12 Apr 2019 10:53 #205948 by Lambert
Lies, damn lies and statistics! It's all horse apples.

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12 Apr 2019 15:50 #205966 by Guy 2
I always think the top quartile and the bottom quartile in these surveys are worth noting, as are major movements up or down by individual manufacturers (it tells you about the state and intentions of their business). Otherwise, yes, it's poop!

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