This afternoon J.D. Power and Associates released the results of its 2009 Customer Service Index (CSI) Study.
Land Rover ranks 7th out of 36 nameplates, up from 28th in 2008. This rise of 21 positions, has made Land Rover the most improved nameplate in the study. Congratulations on this outstanding achievement. The dramatic increase is largely driven by a focused strategy to enhance all aspects of the customer service experience. Your continued efforts to raise the bar in customer satisfaction combined with the proven success of the Land Rover Way, truly differentiates the Land Rover brand to our customers. This year, Land Rover owners rate repair service fifth highest among all brands.
The CSI rankings are based on retailer performance during the first three years of ownership. Five measures are examined to determine overall customer satisfaction with retailer service: service quality; service initiation; service advisor; service facility; and vehicle pickup.
During these challenging times when the ultimate winners will be those recognized for their exceptional customer service, you have proven that the passion and professionalism of our retailers distinguishes the Land Rover customer experience from the rest of the industry. Thank you for your continued efforts and dedication that you have for Land Rover.
For your reference, the JD Power press release can be accessed by clicking on the link below.
http://www.jdpower.com/corporate/news/releases/pressrelease..aspx?ID=2009030
Sincerely,
Gary L. Temple
President
Jaguar Land Rover North America
