Social media provides consumers many opportunities to engage with automotive marketing and servicing companies to gather information and address any service issues. It also plays a critical role in driving consumer purchase and service decisions across all generational groups in the automotive marketplace.
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 just-published J.D. Power 2014 Original Equipment Tire Customer Satisfaction StudySM finds that the number of problems owners experience with their factory-installed tires has dropped significantly over the past five years, which indicates an overall improvement of tire quality across the industry.
The just-published J.D. Power 2014 Third-Party Automotive Website Evaluation StudySM finds that new- and used-vehicle shoppers who are able to access and use videos on third-party automotive websites during the shopping process are significantly more satisfied with their experience than are those who do not use video.
Owners of 2011 model-year vehicles experienced more problems than did owners of 2010 model-year vehicles a year ago, according to the just-published J.D. Power 2014 U.S. Vehicle Dependability StudySM (VDS).
More than 20% of automotive manufacturers now use responsive design technology on their websites, enabling new-vehicle shoppers to view the same website content across a variety of devices and screen sizes, according to the recently released J.D. Power 2014 Manufacturer Website Evaluation StudySM (MWES)--Winter.
Image, personalization, and enjoyment of the driving experience are especially important to consumers 25 years old and younger, according to the recently released J.D. Power 2014 U.S. Automotive Media and Marketing ReportSM--Winter.
Customer satisfaction with the borrowing experience is higher when lenders provide clear onboarding information and make it easy for auto loan customers to self-manage their accounts, according to the just-published J.D. Power 2013 U.S. Consumer Financing Satisfaction Study.SM
Sales satisfaction among new-vehicle buyers is 52 points higher (on a 1,000-point scale) when their salesperson uses a tablet device during the sales process, according to the recently published J.D. Power 2013 U.S. Sales Satisfaction Index (SSI) Study.SM
The just-released J.D. Power 2013 U.S. Auto Claims Satisfaction StudySM finds that customer satisfaction with auto insurance claims handling is improving, partly due to insurers' improvements in managing the first notice of loss (FNOL) process and providing faster payments to claimants.