GMC ranks highest when it comes to customer service among mass market brands in the UAE with a score of 809, according to a study by analytics firm JD Power.
Nissan ranks second with a score of 804, while Mazda ranks third with a score of 799, revealed the JD Power 2019 UAE Customer Service Index (CSI).
It also showed that Cadillac ranks highest in customer service satisfaction among luxury brands with a score of 853, followed by Porsche with a score of 848, and Land Rover with a score of 841.
The study is based on responses from 3,877 owners who purchased their new vehicle between December 2013 and May 2019, and measures overall satisfaction by examining five factors including service quality, service facility, vehicle pick-up, service initiation and service advisor.
It also showed that car owners who are satisfied with their after-sales customer service are more than twice as likely to purchase a new car from the same dealership.
It found that 67 percent of mass market customers who are satisfied would definitely buy a new vehicle in the future from the same dealership, while only 23 percent of customers who are disappointed with the service would repurchase at the same dealership.
“With low overall sentiments continuing in the market, it is important for brands to appreciate their existing customers’ business,” said Shantanu Majumdar, regional director of the Automotive Practice at JD Power.
“After-sales customers who are less satisfied with their service experience are extremely likely to consider other brands when they are in the market again for a new vehicle,” he added.
JD Power is a global leader in consumer insights, advisory services and data and analytics. Established in 1968, it has offices serving North America, South America, Asia Pacific and Europe.For all the latest transport news from the UAE and Gulf countries, follow us on Twitter and Linkedin, like us on Facebook and subscribe to our YouTube page, which is updated daily.
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