Japanese automaker tops the automotive service charts for a second consecutive year as customers begin asking for ‘connected service’

Lexus was ranked best in automotive service satisfaction in Canada for a second year in a row, a study by J.D. Power released August 31 found.

More and more new car buyers are snapping up connected cars, and so are keen to experience a ‘connected service’ experience, too.

The study was based on the responses of 12,340 Canadian car owners who ranked automotive service-related companies from most to least satisfying in overall experience.

The findings of this year’s study are centered around connectivity and convenience in the service experience, thus rewarding progressive, technologically advanced solutions in the area of customer care.

Among the study highlights was the positive impact tablet devices seem to have on customer relations with service advisors.

When a service advisor recommended additional work be done to customers’ vehicles, 61 percent agreed to the service if the advisor was holding a digital tablet, while only 44 percent agreed to the service without a tablet involved in the interaction; 21 percent of respondents stated their service advisor used a tablet during their service visit.

“Consumers are demanding a connected service experience,” said J.D. Ney, manager of the Canadian automotive practice at J.D. Power.

“From scheduling appointments to interacting with the service advisor to staying connected via unobstructed Wi-Fi access, customers expect these services from their local coffee shop, so why wouldn’t they expect the same of their dealership or aftermarket service facility?”

Dealerships and service centres that offered complimentary high-speed wireless internet ranked highly, while establishments offering video games and tablet computers for customer use earned extra points with patrons.

(J.D. Power Canada)