23 Aug 2012

Jaguar dealers provide the most satisfaction

What Car has just published the results of its 2012 JD Power Dealer Satisfaction Survey.  The results are somewhat at odds with the recent reliability survey produced by Warranty Direct and What Car?

The survey looked at JD Power's 2012 UK Vehicle Ownership Satisfaction Study.  Out of 17,686 respondents, nearly 15,000 had been to their local dealer at some time in the past year.  These customers gave data on cars bought during 2009 and 2010.

The customers were asked to respond on a number of areas including ease of making appointments, time involved in dropping off the car, parking at the dealer, staff courtesy, punctuality, time to do the service, quality of the work done and condition of the car on it's return.

Jaguar came out on top even though they were only joint 27th in the reliability survey.  Honda, meanwhile, are 2nd on dealer satisfaction and 1st on reliability.  Mercedes-Benz are 4th in dealer satisfaction but just 29th on reliability.  Worringly for BMW they were 29th for reliability and only joint 16th on dealer satisfaction.

Land Rover improve on their bottom place in reliability with 7th in dealer satisfaction.  Mazda and Chevrolet both showed top ten reliability but bottom three for dealer satisfaction.

It just goes to show that if you make cars that are unreliable and expensive to maintain the least you can do is treat your customers well whilst taking their money - frequently.  BMW, it seems, fail on both counts despite their reputation as a premium brand.

The survey results are below and the reliability results can be seen here.