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JD Power survey: Jaguar tops customer poll, Chevrolet last

Jaguar dealers provide the most consistently high customer service according to the JD Power Dealer Satisfaction survey published by What Car?

The premium brand's dealers scored a satisfaction figure of 86.1%.

Second in the league of 27 brands was Lexus (83.6%), followed by Toyota (82.4%) and Mercedes-Benz (82.3%).

Chevrolet was last with a satisfaction score of 71.5%.

Ford (77.3%) was 20th, Mini (77.2%) 22nd and Vauxhall (77.1%) 23rd with Suzuki.

The results are based on responses from nearly 15,000 customers who had a car serviced at their dealership in the last 12 months on vehicles bought between January 2009 and December 2010.

What Car? editor-in-chief Chas Hallett said: "The survey clearly shows that Jaguar dealers have the most friendly, helpful staff, and the best facilities and workmanship.

"Customer satisfaction is not just about the product, it's about the whole package, and Jaguar is delivering.

"This survey also shows that lots of dealers are doing a good job but some still have a lot of work to do.

"Car buyers are spending a lot of money and should have the confidence that they will get the same standards of service as the best retail outlets on the high street.

"These opinions, from people who have lived with their cars and experienced these dealers for some time, show that this is not always the case."

The overall scores

1 Jaguar
2 Lexus
3 Toyota
4 Mercedes-Benz
5 Honda
6 Skoda
7 Land Rover
8 Nissan
9 Volvo
10 Audi
11= Kia
11= Peugeot
13 Volkswagen
14 Mitsubishi
15 Seat
18 Hyundai
19 Citroen
20= Alfa Romeo
20= Ford
22 Mini
25 Mazda
26 Fiat
27 Chevrolet

The JD Power survey focuses on: service initiation, rating the ease of making the appointment and the time involved in dropping off the car; service adviser, evaluating staff courtesy and quality of explanation; service facility, rating ease of access, parking convenience, and waiting area cleanliness and comfort; vehicle pick-up, the punctuality of the collection process, charging fairness and staff helpfulness; and service quality, dealing with the time required to do the service, the thoroughness and overall quality of work, and condition of the vehicle on return.

Manufacturers with fewer than 100 respondents were not counted.



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