Honda Grabs First Place For Customer Service

Honda’s staff have been rewarded for their hard work, after being rated highest amongst volume brands with vehicle servicing in the UK for customer satisfaction, according to the J.D. Power 2015 UK Customer Service Index Study.

The inaugural study measures customer satisfaction from their service experience at franchised dealer’s for maintenance and repairs.

The study is independently conducted by J.D. Power in 16 countries worldwide and is a comprehensive analysis of vehicle service experience. This is split into five key areas: service quality, service initiation, service advisors, vehicle pick-up and service facility. The five areas are then calculated on a 1,000 point scale.

Honda comfortably finished top in the study with a score of 768. Suzuki and Toyota tied in second on a score of 759, while Kia and Skoda were tied fourth closely behind marked at 758.

The study had previously been run together with What Car? but is now run soley by J.D Power, who specialise in conducting surveys on customer satisfaction.

Phillip Crossman managing Director at Honda UK said following the results “It is a testament to our outstanding dealer network that we have topped the list of volume brands when it comes to customer satisfaction.

He also said “one of the fundamental beliefs at Honda is developing a relationship with the customer based on mutual trust and this accolade from J.D. Power just goes to show how evident that is within our dealer network.”

Dr. Axel Sprenger, Senior Director of European automotive operations at J.D. Power said “The common perception is that the luxury brands are able to deliver a more satisfying customer experience, but the study shows this is no the case.”

“Any brand and any dealership can provide a consistently positive customer experience if they make it a priority and have the people and processes in place.”