For the second year running, Jaguar tops the annual JD Power Dealer Satisfaction Survey, published in What Car?, and on sale now.
What Car? editor-in-chief Chas Hallett said: “For the second year running, Jaguar owners love their dealers as much as their cars, awarding their dealers top marks in the annual survey. Jaguar is in an enviable position.”
Customers liked Jaguar’s friendly advisers, the flexibility and understanding in booking in their vehicles, convenient vehicle pick-ups and handovers and the time spent explaining details of work required.
Second in the 2013 rankings is Lexus, ahead of Honda, Mercedes-Benz, Land Rover and then Toyota.
Chevrolet sits at the bottom of the table, behind Alfa-Romeo, Fiat, Peugeot and Mitsubishi.
Hallett said: “Good service makes all the difference, every new car buyer deserves a friendly, efficient and value-for-money service from their dealership – whether the car is premium or bargain-basement.”
The analysis is based on the opinions of 13,511 customers who had a service experience with their dealership within the past 12 months. Feedback was given on vehicles bought between January 2010 and December 2011 and focused on the service area; including the booking process, overall staff helpfulness, dealership facilities, quality of work and how fair the service charges were.
| Ranking | Dealer network | Score | Rating |
| 1 | Jaguar | 85.5% | XXXXX |
| 2 | Lexus | 85.4% | XXXXX |
| 3 | Honda | 84.0% | XXXXX |
| 4 | Mercedes-Benz | 82.6% | XXXX |
| 5= | Land Rover | 82.0% | XXXX |
| 5= | Toyota | 82.0% | XXXX |
| 7 | Skoda | 81.4% | XXXX |
| 8 | Volvo | 80.8% | XXXX |
| 9= | Kia | 80.32% | XXX |
| 9= | Nissan | 80.32% | XXX |
| 11 | Seat | 79.5% | XXX |
| 12 | Renault | 79.3% | XXX |
| 13= | Hyundai | 79.2% | XXX |
| 13= | Volkswagen | 79.2% | XXX |
| 15= | BMW | 79.1% | XXX |
| 15= | Citroen | 79.1% | XXX |
| 15= | Mini | 79.1% | XXX |
| 18 | Ford | 78.6% | XXX |
| Average 78.5% | |||
| 19 | Audi | 78.0% | XXX |
| 20 | Vauxhall | 77.7% | XXX |
| 21 | Suzuki | 77.6% | XXX |
| 22 | Mazda | 77.25% | XXX |
| 23= | Mitsubishi | 76.9% | XXX |
| 23= | Peugeot | 76.9% | XXX |
| 25 | Fiat | 75.7% | XX |
| 26 | Alfa Romeo | 72.7% | XX |
| 27 | Chevrolet | 69.7% | XX |
- XXXXX Among the best
- XXXX Better than most
- XXX Doesn’t really stand out
- XX The rest
