JDPower has released the CSI (CustomerService IndexStudy) report of the US consumer service satisfaction index, ranking the satisfaction of after-sales service of automobile brand dealers in the market. Audi won the first place, MINI became the top non-luxury brand, and the overall performance of Japanese brands was not good.

Unsatisfactory lifting and lowering in 2016

JDPower's CSI report measures the satisfaction of car owners (or leasers) of one to five years of age with respect to car brand franchise dealership maintenance and repair services. The latest 2016 CSI report surveys more than 72,000 car owners. The survey was conducted from October to December 2015 and the vehicles were from 2011 to 2015. According to the report, the satisfaction of dealers in the US market in 2016 has declined. The reason is that dealers are less focused on recalling free maintenance vehicles than non-recall vehicles.

According to NHTSA data from the National Highway Traffic Safety Administration, the total number of vehicle recalls in the US market in 2015 exceeded 51 million. With the rapid expansion of the number of recalled vehicles, consumer satisfaction with recall services has declined. With a score of 1,000, the 2016 satisfaction index was 781, a drop of 8 points from the 789 score in 2015.

Compared with the non-recalled vehicles that are paid for maintenance, the owner of the recalled vehicle often finds that after the vehicle is repaired, the cleanliness is not satisfactory when returning, and the arrangement is not restored when the vehicle is delivered to the dealer. After the service is over, the dealer further contacts the owner. The probability is also greatly reduced. These are the reasons why the overall score was deducted this year.

However, this list is based on the satisfaction of the first three years of car satisfaction, and covers both recall and non-recall service categories, so the overall score is still rising. In 2016, the average luxury brand score was 854 points, higher than the 852 points in 2015; the non-luxury brand was 797 points, higher than the 792 points in 2015.

Main findings:

·waiting time. One hour becomes a key node. The report found that 70% of all service consumers (recall service and non-recall service) are willing to wait between 1 and 2 hours, 17% of consumers are willing to wait less than an hour, or even completely unwilling to wait. This proves that it is of high importance to provide temporary alternative vehicles/short-haul/waiting area convenience services. When the waiting time is less than 1 hour and 40 minutes, the average consumer satisfaction index is 835, and for a longer period of time, the average score is reduced to 756.

· Smile service is very important. When the service consultant smiles and smiles within two minutes of the customer's arrival, the service satisfaction will increase by 44 points. 27% of consumers said that if the clerk warmly greets, they are willing to wait for more time.

· Find an elusive tire customer. In the first five years of the car, the most frequently replaced parts were 25% of the front windshield wiper blades, 22% of the tires, 6% of the brake pads, 6% of the rear windshield wiper blades and 5% of the battery. Among them, the products that consumers are most likely to replace at non-distribution stores are only tires. JDPower recommends that dealers pay attention to this and the ability to retain tire customers is very important. Consumers are replacing tires at dealerships, 40% are willing to use the same brand again; in non-distribution stores, the ratio has fallen to 31%.

· Dealers should pay attention to the wave of text messaging. Dealer services are often notified by phone, and only 2% of consumers have received SMS or email notifications. However, 37% of the X generation (born 1965-1977) and 38% of the Y/Millennium generation (born 1978-2000) are more willing to get notifications from car dealerships through the above two text messages, even 22% of the baby boomers (born 1946-1964) preferred textual information. Communicating with consumers in an appropriate manner is conducive to increasing consumer satisfaction.

· “Getting it once” is the key. As many as 94% of consumers said that dealers should solve the problem when they first sent their repairs. The average satisfaction of these people is 817 points. 6% of consumers said that the dealers did not “get it once”, and the satisfaction of this part of the population was only 611 points, which was 207 points lower than the previous one. There is no way to solve the problem at one time. The operation can not solve the problem by 28%, and the failure can not account for 22%.

Ranking of the list: Audi laughs, Japanese 愁

This list includes a total of 33 brands, divided into luxury car brands (12) and popular/non-luxury car brands (21). Gaither has compiled a list of two brands and also aggregated all brands.

Audi became the scoring champion of all brands, with 874 points on Lexus (869 points). The third to fifth luxury brands are Cadillac (863 points), Mercedes-Benz (857 points) and Jaguar (856 points). The lowest luxury brand is Acura, with only 829 points, even less than the non-luxury brands MINI, Buick and GMC.

In the non-luxury brand, the MINI wins even more than the Mercedes-Benz in the luxury brand, which is the fourth in the total. The top five other non-luxury brands include Buick (849 points), GMC (830 points), Chevrolet (818 points) and Hyundai (814 points). The lowest score is Ram, only 728 points.

According to the division, the US rankings are relatively high, while the Japanese rankings are not good. For example, in the luxury brand, although Lexus ranked second, but the Acura bottom, another Japanese luxury car Infiniti is also below the average level. Among the non-luxury brands, Nissan and Toyota are in the top ten, but Subaru, Honda, Mazda, Mitsubishi and Sain are not even average, making the Japanese overall lower than average.

The specific rankings are as follows, and the list of sub-lists and general list refers to the attached drawings.

1st place: Audi. Score: 874

2nd place: Lexus. Score: 869

3rd place: Cadillac. Score: 863

4th place: MINI. Score: 858

5th place: Mercedes-Benz. Score: 857

6th place: Jaguar. Score: 856

7th place: Lincoln. Score: 856

Luxury brand average score: 854

8th place: Infiniti. Score: 852

9th place: Buick. Score: 849

10th place: Porsche. Score: 848

11th place: BMW. Score: 844

12th place: Volvo. Score: 837

13th place: Land Rover. Score: 831

14th place: GMC. Score: 830

15th place: Acura. Score: 829

16th place: Chevrolet. Score: 818

17th place: Modern. Score: 814

18th place: Nissan. Score: 813

19th place: Kia. Score: 811

20th place: Toyota. Score: 809

21st place: Volkswagen. Score: 805

22nd place: smart. Score: 804

Popular brand average score: 797

23rd place: Subaru. Score: 793

24th place: Honda. Score: 789

25th place: Mazda. Score: 786

26th place: Mitsubishi. Score: 785

27th place: Cyan. Score: 780

28th place: Ford. Score: 777

29th place: Chrysler. Score: 775

No. 30: Dodge. Score: 754

31st place: Fiat. Score: 747

32nd place: Jeep. Score: 744

No. 33: Ram. Score: 728

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