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Jared Hamilton
From: Jared Hamilton
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Dealers are getting better marks in the service department than they did last year according to JD Powers and Associates Service Usage and Retention Study, distributed on September 17, 2008. It gives the highest attribution to the proportion of maintenance visits versus repair visits. Seven in ten brands of the thirty four included in the study since 2007 have improved over the last year. Customers satisfaction is better when dealership visits are for maintenance versus repair work per, JDP. "Improvements in automotive product quality have resulted in the reduced need for repairs over time, which ultimately helps improve customer satisfaction with service, since customers are able to avoid unexpected and potentially inconvenient service visits," said Tom Gauer, senior director of automotive retail research at J.D. Power and Associates. "In addition, dealers have also improved their efforts to provide knowledgeable and courteous staff and a comfortable service experience."

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