The percentage of vehicle owners who have complimentary or prepaid vehicle maintenance packages has more than doubled during the past five years, according to the just-published J.D. Power 2014 U.S. Customer Service Index (CSI) Study.SM The study measures customer satisfaction with maintenance and repair work at franchised dealer facilities, among owners and lessees of one- to five-year-old vehicles.
“Maintenance packages–whether they’re complimentary or paid for by owners–create a long-term relationship between the customer and dealership, which, when coupled with satisfying service experiences during that period, can have a very positive impact on loyalty rates,” said Chris Sutton, senior director of the U.S. Automotive Retail Practice at J.D. Power.