This afternoon J.D. Power and Associates released the results of its 2009 Customer Service Index (CSI) Study.
Jaguar ranks 2nd out of 36 nameplates. Congratulations on this outstanding achievement. In the last four years, Jaguar has placed in the top 4 rankings, including consecutive First Place rankings in 2007 and 2008. This consistently strong performance is truly a testament of your commitment to provide a superior customer service experience.
The CSI rankings are based on dealer performance during the first three years of ownership. Five measures are examined to determine overall customer satisfaction with dealer service: service quality; service initiation; service advisor; service facility; and vehicle pickup.
In the current challenging automotive market conditions, it is increasingly important for dealers to retain their maintenance and repair service customers, as well as to attract new customers. You have shown that the key to improving service retention and referrals is to offer an exceptional service experience and ultimately satisfy the customer. You and your staff continue to prove that Jaguar is the benchmark for outstanding customer service, and with the upcoming launch of the exhilarating new 5.0L XFR and XKR, you will continue to stake your claim as one of the best in the business.
Thank you all for the tremendous dedication and passion that you have for Jaguar.
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
