Hyundai is the big improver in J.D. Power’s service experience study

  • Hyundai claims second place in the J.D. Power 2017 Australia Customer Service Index Study
  • Hyundai improves from fifth place in last year’s study to second in 2017
  • Hyundai is well ahead of the market average
  • Hyundai is one of only two brands to score the maximum five in the J.D Power’s Circle Ratings

Hyundai is the big improver in J.D. Power’s service experience study

29 November, 2017 – Hyundai has scored 831 points from a possible 1,000 to finish a close second in this year’s J.D. Power Australia Customer Service Index Study.

Jumping an impressive 24 points from last year’s fifth place, Hyundai finished just four points behind the winner and well ahead of the 822-point market average.

Now in its eighth year, the study measures overall customer satisfaction with their vehicle service experience at an authorised dealership service centre.

J. D. Power’s Senior Country Manager, Loi Truong, said with more than 50 brands to choose from, customer loyalty is critical.

“Hyundai’s focus on their network in aftersales has certainly paid dividends in 2017 JD Power CSI study,” said Mr Truong. “Hyundai was clearly one of the top two brands in receiving the maximum of 5 in the JD Power circle ratings.”

Ranking 13 brands in the mass market sector, J. D. Power’s latest Customer Service Index Study found service cost predictability had increased since 2013 when capped priced servicing, introduced by Hyundai in August 2012, became more widespread.

“The J.D. Power survey result clearly shows Hyundai owners are happy with their dealerships and the service experience they receive,” said Hyundai Motor Company Australia Chief Executive Officer, JW Lee.

“Just a few months ago we claimed top spot in J.D. Power’s Sales Satisfaction Index and now we have backed that up with a strong second place in the service experience study.

“Our jump from fifth last year to second this year shows that Hyundai and the national dealer group are backing our award-winning products with an impressive service experience.”

The survey showed almost 70 percent of owners were given accurate cost estimates by their dealers and highlighted the growing owner satisfaction with the online appointment process.

J. D. Power based its survey on 4,646 owners who bought cars between August 2012 and September 2017 and had them serviced by authorised service centres between August 2016 and September 2017.

The study rated customer satisfaction with dealership servicing across five key areas:  Service Initiation, Service Advisor, Vehicle Pick-Up, Service Quality and the Service Facility. 

For more information about the J.D. Power 2017 Australia Customer Service Index Study please visit: J.D. Power ASEAN-Oceania


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