Customer satisfaction

Toolbox for enhancing customer satisfaction

Wolfsburg, 18 July 2008 - Volkswagen has presented its first Volkswagen Service Quality Award to its 100 best service partners. The award honors service partners who have achieved the best results in service quality and customer retention.

Munich, 06/20/2008 -- For the second time in succession, the BMW 5 Series seizes first place in the J.D. Power study "Customer Satisfaction Index" (CSI) in the luxury vehicle segment. Moreover, the independent study on car customer satisfaction in Germany puts the 2008 BMW X3 in first position in the off-road category. In addition to this double success achieved by current models, BMW was able to win the brand ranking in vehicle quality and desirability. With this result, the premium car manufacturer once again underlines the exceptional status both its products and the BMW brand enjoys amongst German automobile purchasers.

2008 BMW X3

DETROIT, Mich., 2008-06-02 – The all-new 2008 Saturn Vue crossover SUV and the 2008 Saturn Sky roadster, which have helped lead Saturn’s aggressive product renaissance, have won their respective segments in the 2008 Auto Pacific Vehicle Satisfaction Awards (VSAs).

2008 Saturn Sky

The Saturn Vue, totally redesigned for 2008, placed first in the Compact Crossover SUV segment. The Saturn Sky roadster, introduced in 2006 and the first vehicle to usher in Saturn’s dramatically revised product lineup, won the Sports Car segment.

J.D. Power and Associates cites effective re-design for improved new-vehicle shopper satisfaction

May 23 , 2008 -- According to the J.D. Power and Associates 2008 Canadian Manufacturer Web Site Evaluation Study, Subaru Canada, Inc. (SCI) ranks highest among auto manufacturer websites in satisfying Canadian new-vehicle shoppers. The 2008 study is based on evaluations provided by 3,639 new-vehicle shoppers who said they intend to purchase a new vehicle within the next 12 months.

In what Subaru believes is a first for the industry, the SCI corporate website, www.subaru.ca, and the sites for its network of 89 dealers are managed, developed and hosted entirely in-house.

May 21, 2008 -- Volvo Cars' French sales company came out on top for customer satisfaction with the car purchasing process earlier this month. The French motoring magazine L'Auto Journal presented its Grand Prix des Marques Automobiles (car brand awards) in association with TNS-Sofres. The judges were 4,000 private motorists who have bought a new car some time in the last five years.

- Honda, Toyota Each Capture Four Awards in South Africa Automotive Customer Satisfaction Index Study
- J.D. Power and Associates and CAR Magazine Report: Industry Achieves Record High Results for a Second Consecutive Year

JOHANNESBURG, January 21, 2008 — Honda and Toyota models capture four segment awards each, earning more awards than any other manufacturer, according to the J.D. Power and Associates/CAR Magazine 2007 South Africa Customer Satisfaction Index (CSI) StudySM released today.

TOKYO: 29 November 2007 — Nissan ranks highest in customer satisfaction with dealer service for mini-cars in Japan, according to the J.D. Power Asia Pacific 2007 Japan Mini-Car Customer Service Index (CSI) StudySM released today.

Now in its fifth year, the study identifies four factors that contribute to mini-car owner satisfaction with the dealership service department. In order of importance, they are: service representative; service facility; service costs and timing; and service quality.

Among the seven mini-car brands included in the rankings, Nissan ranks highest for a third consecutive year. Honda, Mazda and Mitsubishi tie to follow Nissan in the ranking, while Subaru also performs above the industry average.

November 14, 2007 -- MONTVALE, N.J. – Mercedes-Benz customers boosted the brand back into the five top-ranked nameplates in J.D. Power and Associates 2007 Sales Satisfaction Index (SSI), released today, which measures customer satisfaction with the new vehicle sales process.

The study rates nameplates on five unique aspects of the retail experience: dealership facilities, salespeople, paperwork/finance processes, delivery processes and vehicle pricing.