COSTA MESA, Calif. — The latest edition of J.D. Power’s Customer Service Index (CSI) Study found significant differences in the amenities coveted by customers of varying ages in service department waiting areas.
“Sixty-four percent of dealer service customers wait while their vehicle is being serviced,” the report states, in part. “In order to make these customers’ wait as comfortable as possible, dealers are offering a variety of amenities. Understanding how customers use and value these amenities is an important piece to the service loyalty program.” To see findings from the report read the article here.